All lighting orders at MetroChic undergo thorough quality inspections before dispatch. Due to the delicate nature of our minimalist lighting products, processing typically takes 3-5 business days (extended to 5-7 business days during peak seasons). This extended timeframe ensures each piece is carefully packaged with protective materials to prevent transit damage. Once shipped, you'll receive tracking information via email.
We offer a 21-day return window from delivery date (longer than standard home decor policies) for unworn items in original packaging with all protective materials intact. For exchanges, you have 30 days to accommodate potential shipping delays with fragile items. Initiate returns through www.metrochic.shop portal. Note: Custom-sized fixtures and clearance items marked "Final Sale" are excluded from returns.
To maintain our high standards, returns must: (1) Show no signs of installation attempts or physical damage (2) Include all original packaging including protective foam corners and anti-scratch wraps (3) Contain all hardware components and instruction manuals. Our quality team conducts specialized inspections for electrical safety upon receipt. Items failing inspection will be returned to you within 14 business days with a detailed condition report.
Refunds are processed within 10 business days after we receive and inspect your return - this extended period accounts for our specialized electrical safety checks. The refund amount excludes original shipping fees and any return shipping charges. For credit card payments, please allow additional 3-5 banking days for the refund to reflect in your statement.
Customers are responsible for return shipping costs unless the return results from our error (wrong/damaged item). We strongly recommend using insured freight services with tracking - MetroChic cannot be held liable for return shipments lost in transit. For exchanges over $500, we provide prepaid specialized freight labels (deducted from your refund if unused).
Report any electrical or cosmetic defects within 7 days of delivery by emailing [email protected] with clear photos/videos. For safety concerns, we'll arrange specialized freight pickup at our expense and either expedite a replacement (subject to stock) or issue a full refund including original shipping costs. This exception to our standard policy reflects our commitment to quality lighting solutions.
Custom-designed fixtures and made-to-order pieces are final sale. For holiday season purchases (November 20 - December 31), the return window extends to January 20. Commercial/contract orders have separate policies - consult your account manager. MetroChic reserves the right to refuse returns from customers with excessive return rates (>30% of orders).
For return authorization or policy questions, contact our Lighting Specialists at [email protected] (response within 48 hours). Always include your order number and photos for damaged items. Visit www.metrochic.shop for live chat support during business hours EST.
