Complaints and returns

RETURN OF GOODS

How to return goods?

Items can be returned within 14 days of receiving the order. Please complete the return form (choose Return).

We will then send you the supporting documents, with how to send the goods back to us in the email.

The return address is:

RETURNS Order No.: (your order number)
METALSHOP.CZ s.r.o.
Bystřice 174
73995 Bystřice
CZECH REPUBLIC

Please do not send the items without filling out the form. If not, we will not be able to match the shipment with your order and process the request.

Read before you process a return:

Goods must not show signs of wear, use or damage.
The goods must be carefully packed, ideally in the box in which they were sent to prevent damage during shipping.
In the case of returning the goods in its original box, please don't write the address directly onto it. We suggest wrapping the box first or packing it into another box for transport.
Please do not return the goods as cash upon delivery, we cannot accept such shipments.

Who pays for the postage costs?

We do not offer a free return service. Direct return costs are paid by the customer.

When can repayment be expected?

We send the money to your bank account immediately after delivery of the goods to our central warehouse, but within 14 days at the latest.

Can I exchange the goods?

Metalshop.us does not allow item-for-item exchange. If you are not satisfied with the size of the goods ordered, please process with a return by filling out the return form and place a new order.

COMPLAINTS ABOUT GOODS

Any customer who has purchased products at www.metalshop.us has the right to make a claim within 24 months of receiving the products. The buyer is obliged to inspect the delivered goods immediately upon receipt. Any visible defects or deficiencies must be reported to us within 3 working days. All complaints will be examined within 30 days. In the event of a legitimate claim, we will refund the fees incurred.

How can goods be reclaimed?

Please fill out a claim form (choose Complaints) detailing the problem and attach photos. After receiving the complaint, we will contact you for further action.

To accept a claim, it is not always necessary to send the goods back - please do not dispose of damaged products, including packaging material. Keep everything for the duration of the claim.

Read before you process a claim:

The shipment should include a copy of the invoice. If the product was delivered in the original box, return it as well.

The guarantee does not apply to:

damage caused during transportation (this damage is the responsibility of the shipping company);
damage caused by prolonged improper use and natural wear;
damage caused by improper or unusual use;
damage caused by external factors and non-professional manipulation.

Online Dispute Resolution

Effective February 15, 2016 the EU Commission has created a platform for extrajudicial dispute resolution. This gives consumers the opportunity to resolve disputes related to online orders without the requirement for a judicial process involving courts and judges. This dispute resolution process is available via the external link at: https://ec.europa.eu/consumers/odr/.
Metalshop s.r.o. is not obliged to and unfortunately cannot offer our participation in any such alternative dispute resolution before out-of-court (non-judicial) entities. If you have a complaint, please contact us at [email protected].

E-shop operator

METALSHOP.CZ, s.r.o.

Bystřice 174
739 95 Bystřice
IN: 28574699
TIN: CZ28574699
Czech Republic