Refund Policy
Refund Policy
At Mettlora, we want you to feel confident about the creative projects you choose to make. If something is not quite right with your order, our return, exchange and refund process is designed to be clear, practical and straightforward.
Our 30-Day Return Period
From the date you receive your order, you have 30 days to request a return for an eligible Mettlora product.
Return Conditions
To be eligible for a standard return, the product must be in brand-new, unused condition and returned with its original packaging, materials, accessories, tools, components, instructions and any other items included with the product.
Craft Kit Condition Notice
Craft kits or creative projects that show signs of use, assembly, cutting, stitching, shaping, painting, gluing, alteration, missing materials, missing components or other customer-caused changes may not be eligible for a standard return.
We recommend reviewing the product contents, materials, instructions and components before beginning your project.
Damages & Order Issues
Please inspect your order when it arrives. If you receive a product that is damaged, defective, missing materials or components, or different from what you ordered, please contact us within 48 hours of delivery.
This may include issues involving missing thread, fabric, clay, beads, charms, miniature components, paper materials, tools, accessories, instructions or other items that should have been included with your project.
To help us review the issue efficiently, please include your order number and clear photographs of the affected product, packaging, shipping label and any damaged or missing components where applicable.
How to Initiate a Return
To help ensure that your return is reviewed and processed correctly, please follow the steps below.
Contact Us
Email service@mettlora.com with your order number, product name and the reason for your return request.
If your request involves a damaged, incorrect or incomplete craft kit, please include clear photographs where possible.
Receive Return Instructions
Our customer care team will review your request and provide return instructions if the product is eligible for return.
Please wait for return authorization before sending any product back.
Pack & Ship the Product
Repack the product securely together with all included craft materials, tools, components, accessories and instructions to help prevent damage or loss during return transit.
For non-quality-related returns, return shipping costs may be the responsibility of the customer.
Approved returns are processed through our designated return facility in China.
Please contact our customer care team before sending any product back. The exact return address will be provided after your return request has been reviewed and approved.
Please do not send returns to our registered business address unless our customer care team specifically instructs you to do so. Our return facility is separate from the registered address of Fuzhou Gulou District Binfen E-Commerce Co., Ltd.
Exchanges
Exchanges may be available for eligible unused products within the applicable 30-day return period, subject to product availability.
If you would like to exchange a product for another available design, variation, project or product option, please contact our customer care team before returning the original product.
Products returned without prior authorization may not be accepted or processed correctly.
Availability
Exchange requests depend on current inventory. If the requested replacement product or variation is unavailable, our customer care team will explain the available options.
Processing Your Refund
Once we receive and inspect your eligible returned product, we will process an approved refund within 3–5 business days.
Approved refunds will be issued to your original payment method.
When Will the Refund Appear?
After Mettlora processes your refund, your bank, card issuer or payment provider may require an additional 5–10 business days to post the funds to your account.
Processing time after the refund leaves our system is controlled by the applicable financial institution or payment provider.
Non-Returnable Items
Certain products may not be eligible for a standard return, including the following:
Gift Cards
Gift cards are non-refundable except where required by applicable law.
Customized or Personalized Products
Products that have been customized or personalized cannot normally be returned unless there is a verified quality issue or the product received is defective or incorrect.
Used or Altered Craft Kits
Craft kits that have been started, used, stitched, cut, assembled, sculpted, painted, glued, modified or otherwise altered may not be eligible for return.
Used or Partially Consumed Materials
Materials that have been opened and used, mixed, shaped, cut, applied or partially consumed as part of a craft project may not be eligible for a standard return.
Incomplete Returns
Products returned without originally included materials, tools, components, accessories, instructions or packaging may not qualify for a full refund.
Customer-Caused Damage
Products damaged after delivery as a result of misuse, improper storage, accidental damage, unauthorized alteration or failure to follow applicable product instructions may not be eligible for return.
Order Changes & Cancellations
If you need to change or cancel an order, please contact us as soon as possible at service@mettlora.com .
We cannot guarantee that an order can be changed or cancelled once it has entered processing, packing or shipment.
If an order has already shipped, the applicable return process will normally apply after delivery.
Return Shipping & Tracking
When returning an approved product, we recommend using a trackable shipping method and retaining your shipping receipt until your return has been completed.
Mettlora cannot confirm receipt of a return until it arrives at the designated return facility.
Return shipping charges for non-quality-related returns may be the responsibility of the customer unless otherwise required by applicable law or expressly agreed by our customer care team.
Have a Question?
If you have any questions about a return, exchange, refund, missing component or another issue with your order, please contact our customer care team before sending anything back.
Our goal is to make your Mettlora creative experience clear, practical and enjoyable — from opening the box to completing something made by you.
Company Information
Mettlora is an adult creative hobby and craft brand operated by Fuzhou Gulou District Binfen E-Commerce Co., Ltd.