Refund Policy

At Metoraa, our goal is to ensure you receive premium commercial kitchen equipment that meets your exact specifications. As a B2B supplier, our return and refund policies are structured to support industrial-scale operations while maintaining fairness and transparency.

• Standard Equipment: Orders can be cancelled within 48 hours of placement without penalty, provided the item has not yet been dispatched.
• Custom Orders: Once production has begun on custom-fabricated equipment, cancellations are not permitted.
• Late cancellations for standard stock may be subject to a 10% processing fee.

Returns are generally accepted under the following conditions:

• The equipment arrived damaged or defective due to transit or manufacturing faults (must be reported within 24 hours of delivery).
• The item received does not match the specifications on the purchase order.
• All return requests must be approved by our support team before the equipment is shipped back.

• Equipment that has been unboxed, installed, or used.
• Custom-fabricated stainless steel setups (e.g., specific-dimension tables, custom hoods).
• Discounted clearance items or used equipment sold "as-is".

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds are initiated within 5-7 business days and will be credited back to your original method of payment (bank transfer, letter of credit, or corporate card).

For returns not caused by damage or defect (e.g., ordering the wrong size), a standard B2B restocking fee of 20% will apply. The buyer is responsible for coordinating and covering the cost of return logistics.

To initiate a return or refund request, please prepare your invoice number and photographic evidence (if applicable), and contact our support desk.