Two things protect you, and the second is the one most people do not know about.
The money is held
When you pay, the money comes to us rather than going to the seller. It is released after the item has reached you.
So if nothing arrives, the money has not gone anywhere.
Seven days from delivery
Once it has arrived, you have seven days to report any of these:
- It is not as described
- It arrived damaged
- The wrong item was sent
- Parts or accessories are missing
- It does not work
No store can make that window shorter. A store offering longer returns gives you the longer one instead — but seven days for those five faults is the floor, whatever any listing says.
You choose what you want: your money back, or a replacement.
How it is settled
Open the order and say what went wrong, with a photograph or a line of detail.
The store has 48 hours to reply. If it does not, or it says no and you disagree, you ask Metzee to step in from the same screen. We read both sides and decide — and the store's payout for that order is held until it is settled.
Changing your mind is a different thing
That depends on the item, and the listing tells you which before you pay. Read it while you are deciding rather than afterwards.
Made-to-order items never take a change-of-mind return, because they were made for you. Everything above still covers them in full.
What is not covered
Anything paid for outside Metzee. If a store asks you to pay some other way, none of this applies — and here is why that is a worse deal than it looks.
Questions people ask
How long do I actually have?
Seven days from delivery for the five faults above. Before it ships, cancel the order instead of waiting to return it.
Can a store give me less than seven days?
No. A store can offer more; it cannot offer less.
Do I get a refund or a replacement?
Whichever you ask for.
What if the store ignores me?
After 48 hours you can ask Metzee to step in, and their payout stays held until it is resolved.
Can I open two disputes on one order?
One return or one dispute at a time per order.
What if I paid cash on delivery?
The store refunds you directly — that money never passed through us. More on refunds.
The full terms are on buyer protection.