Returns on Metzee are a request to the seller, answered on a clock, with Metzee available if you cannot agree.
1. Start it from the order
Return or replace, then Start a return.
If the button is not there, the screen tells you why: window closed, not accepted, or until {date} showing how long you still have.
2. Say what is wrong
What’s wrong with it? — pick the reason, because the reason decides everything that follows:
Four are the seller's fault: not as described, arrived damaged, wrong item sent, parts or accessories missing — plus an item that does not work. One is not: changed my mind.
Seller-fault reasons come back for 7 days whatever the store's returns policy says. A change of mind depends on the store's policy, and if the reason you pick is outside what the store accepts you will see This reason is outside the return window.
Pick the true reason. Picking "changed my mind" for a faulty item gives away your protection; picking a fault for a change of mind is the sort of thing that gets read in a dispute.
3. Choose refund or replacement
Refund or Replacement. A replacement only makes sense if the seller has another one.
4. Add the detail
Anything the seller should know (optional) — not optional in practice. One or two sentences and a photo turn a request into an obvious decision.
Then Send request. The screen confirms The seller has 48 hours to reply.
5. If they accept — send it back properly
This is the step people skip, and it is the one that causes the argument.
I’ve sent it back, then Add tracking with the Tracking number and Courier (e.g. India Post).
Get tracking and keep the receipt. A return that cannot be shown to have arrived is the single most reliable way to turn a straightforward refund into a dispute. Without tracking you are asking somebody to take your word for it, and there is nothing to decide with.
Pack it as well as it arrived — ideally in the same packaging. An item damaged on the way back is a new argument on top of the first one.
6. The refund
Once the seller has it back, the refund is issued. For an online payment the money is reversed through the gateway; for cash on delivery the seller pays you back directly.
A few working days at your bank after that. My refund has not arrived.
Who pays the postage
The seller, if it was their fault. You, if you changed your mind — unless their Return conditions say otherwise. Who pays to send something back?
If you cannot agree
Ask Metzee to help, after the 48 hours. How to raise a problem.
The alternative worth asking for
For a small flaw on something heavy or awkward to post: a partial refund, and you keep it. Often better for both sides than paying postage twice. Can I get a partial refund?
Questions people ask
Can I return anything?
No. Final-sale items, hygiene items and made-to-order pieces do not take change-of-mind returns — but a faulty item comes back regardless.
What if the seller says no?
If it is a genuine fault, escalate. If it was a change of mind and their policy is No returns, they are within their rights.
Can I change my mind about returning?
Withdraw return, from the order.
Do I have to send it back at all?
For low-value items some sellers refund and let you keep it. Ask.
More: how returns work, who pays to send something back, how refunds work.