Refund policy

Metrivo Returns, Refunds & Exchanges Policy

Last updated: 26 September 2026

Thank you for shopping with Metrivo.

Metrivo is committed to providing quality kitchen tools and a straightforward customer experience. This Returns, Refunds & Exchanges Policy explains how returns, refunds and exchanges are handled for purchases made through the Metrivo online store.

This policy is intended to comply with applicable South African consumer-protection legislation, including the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

Nothing in this policy is intended to exclude, restrict or waive any consumer right or remedy that cannot legally be excluded or waived under South African law.

1. Change-of-Mind Returns

If you change your mind about a purchase, ordered the wrong product, no longer require the product, or simply decide that you do not want the product, Metrivo may accept a return subject to the conditions below, unless a statutory right applies.

For a discretionary change-of-mind return:

  • The return request should be made within 14 days of delivery.

  • The product must be unused and in its original condition.

  • The product should be returned with its original packaging, accessories, manuals and components where reasonably supplied.

  • The product must not have been damaged, modified, altered, assembled or misused.

  • The product must be in a condition that allows Metrivo to reasonably resell it.

Where a discretionary change-of-mind return is accepted, the customer is responsible for the reasonable direct cost of returning the product to Metrivo where permitted by law.

Metrivo reserves the right to refuse a discretionary change-of-mind return where the above requirements have not been met.

This section does not limit any statutory rights relating to defective, unsafe, incorrectly supplied or otherwise non-compliant goods.

2. Statutory Cooling-Off Period for Online Purchases

Certain electronic transactions may qualify for a statutory cooling-off right under section 44 of the Electronic Communications and Transactions Act 25 of 2002.

Where this statutory right applies, a consumer may cancel the transaction without reason and without penalty within the period prescribed by the legislation after receiving the goods.

The customer may be responsible for the direct cost of returning the goods where permitted by law.

Where a statutory cooling-off cancellation applies, Metrivo will process the applicable refund in accordance with the requirements of the legislation.

This statutory right is separate from Metrivo's voluntary change-of-mind return policy.

3. Defective Products

Metrivo takes product quality seriously.

If a product is defective, unsafe, not in good working order, or otherwise fails to comply with applicable legal requirements, please contact Metrivo as soon as reasonably possible.

Under the Consumer Protection Act, qualifying goods are subject to an implied warranty of quality for six months from delivery.

Where the requirements of the CPA are met, a consumer may have the right to return the goods without penalty and at the supplier's risk and expense and may be entitled to a repair, replacement or refund, as provided by law.

Metrivo may reasonably inspect and test a returned product to determine the nature and cause of the reported problem.

A product will not ordinarily be considered defective where the problem resulted from circumstances such as:

  • normal wear and tear;

  • accidental damage;

  • misuse or abuse;

  • failure to follow product instructions;

  • improper cleaning or maintenance;

  • unauthorised modification or repair;

  • use for a purpose for which the product was not reasonably intended; or

  • damage occurring after delivery due to circumstances for which Metrivo is not legally responsible.

These examples do not restrict any rights that a consumer may have under applicable law.

4. Incorrect Product Received

If Metrivo sends you a product that is different from the product you ordered, please contact us as soon as possible.

Where the incorrect product was supplied due to an error by Metrivo, we will provide an appropriate remedy, which may include:

  • supplying the correct product;

  • replacing the incorrect product; or

  • providing a refund where applicable.

Metrivo will provide reasonable instructions regarding the return of the incorrectly supplied product.

5. Products Damaged During Delivery

Please inspect your order after delivery.

If your product appears to have been damaged during delivery, contact Metrivo promptly and provide:

  • your order number;

  • photographs of the product;

  • photographs of the external packaging;

  • photographs showing the damage; and

  • a short description of the problem.

Metrivo may request additional reasonable information where necessary to investigate the matter.

Customers are encouraged to retain the original packaging until the matter has been resolved.

Where Metrivo is legally responsible for the damage, Metrivo will provide the remedy required by applicable law.

6. Used Kitchen Tools and Food-Contact Products

Because many Metrivo products are kitchen tools, certain products may be unsuitable for resale after use for hygiene, food-contact or health reasons.

For discretionary change-of-mind returns, Metrivo may therefore require products to be unused and in a resalable condition.

This may include products that have been:

  • used to prepare food;

  • placed in contact with food;

  • washed or cleaned;

  • contaminated;

  • altered or modified; or

  • otherwise used in a manner that makes them unsuitable for resale.

These restrictions apply only to discretionary returns where legally permitted and do not remove statutory rights relating to defective, unsafe or incorrectly supplied products.

7. Sale and Promotional Products

Products purchased during sales, promotions or discounts remain subject to applicable South African consumer-protection legislation.

A reduced price does not remove a consumer's statutory rights.

However, where a product is correctly described, fit for its intended purpose and free from a defect, discretionary change-of-mind returns may be subject to the conditions contained in this policy.

Where Metrivo has clearly disclosed a particular characteristic, imperfection or limitation of a product before purchase, that disclosure may be considered when assessing a subsequent complaint, subject to applicable law.

8. Exchanges

Metrivo may offer exchanges for eligible change-of-mind returns where stock is available.

An exchange is not guaranteed unless required by applicable law.

If the replacement product costs more, the customer may be required to pay the difference.

If the replacement product costs less, Metrivo may refund the difference where applicable.

Where a product is defective or otherwise subject to a statutory remedy, Metrivo will deal with the matter in accordance with applicable law.

9. How to Request a Return

Before sending any product back to Metrivo, please contact our customer-service team.

Your return request should include:

  1. Full name;

  2. Order number;

  3. Date of purchase;

  4. Product name;

  5. Reason for the return;

  6. Photographs or video where reasonably requested; and

  7. Any other information reasonably required to process the request.

Please do not send products to Metrivo without first receiving return instructions.

Where a return is approved, Metrivo will provide the applicable return instructions.

Customers are responsible for packaging discretionary returns reasonably securely to reduce the risk of damage during transportation.

10. Inspection of Returned Products

Returned products may be inspected after being received by Metrivo.

This inspection may determine:

  • whether the returned product is the product purchased;

  • whether the product is defective;

  • whether damage occurred before or after delivery;

  • whether the product has been used or altered;

  • whether relevant components and accessories have been returned; and

  • whether the return qualifies under this policy or applicable law.

Inspection does not remove or limit any statutory consumer rights.

11. Refunds

Where a refund is due, Metrivo will generally process the refund using the original payment method where reasonably possible.

Once Metrivo has processed the refund, the time taken for the funds to appear in the customer's account may depend on the customer's bank, card issuer or payment provider.

Metrivo is not responsible for delays caused solely by a customer's bank or payment provider after the refund has been processed.

Where South African legislation prescribes a particular refund period, the applicable statutory period will apply.

12. Return Shipping Costs

Responsibility for return shipping costs depends on the reason for the return and the applicable law.

Change-of-mind return: The customer may be responsible for the direct cost of returning the product where permitted by law.

Incorrect product supplied by Metrivo: Metrivo will generally arrange or cover the reasonable return process.

Defective or unsafe product: Where applicable legislation requires the return to be at Metrivo's risk and expense, Metrivo will comply with that requirement.

Other statutory returns: Return costs will be handled in accordance with the applicable legislation.

Metrivo will not impose a return charge where doing so would unlawfully limit a consumer's statutory rights.

13. Missing Components or Accessories

For discretionary change-of-mind returns, products should be returned with the components and accessories originally supplied.

Where items are missing, Metrivo may assess whether the return can be accepted and whether any adjustment is permitted by law.

This does not limit a consumer's statutory rights where a product is defective, unsafe or otherwise legally subject to a remedy.

14. Product Misuse or Damage

Metrivo is not responsible for damage caused after delivery by misuse, negligence, accidental damage, unauthorised alterations, failure to follow instructions or use for a purpose for which the product was not reasonably intended, to the extent permitted by law.

Where a customer reports a defect, Metrivo may reasonably investigate whether the reported problem resulted from a product defect or from circumstances occurring after delivery.

Nothing in this section excludes liability that cannot legally be excluded.

15. Electronic Kitchen Products

Some Metrivo products may contain electronic components, batteries, digital displays or other electrical elements.

Where a problem is reported with an electronic product, Metrivo may request photographs, video or reasonable troubleshooting information to help identify the problem.

Where the product is defective and the customer is entitled to a statutory remedy, the applicable legal remedy will apply.

16. Gifts

Where a product was purchased as a gift, any refund will generally be made to the original purchaser or original payment method, subject to applicable law.

A gift recipient may request an exchange where Metrivo's discretionary return policy allows it.

17. Fraudulent or Abusive Returns

Metrivo reserves the right to investigate suspected fraudulent, dishonest or abusive return activity.

This may include situations such as:

  • returning a product that was not purchased from Metrivo;

  • returning a different product from the one purchased;

  • deliberately damaging a product and representing the damage as a manufacturing defect;

  • providing materially false or misleading information;

  • attempting to obtain multiple refunds for the same purchase; or

  • otherwise attempting to abuse the returns process.

Metrivo will not use this section to prevent a genuine consumer from exercising a lawful statutory right.

18. No Waiver of Statutory Consumer Rights

Nothing in this policy is intended to exclude, restrict or waive any consumer right or remedy that cannot legally be excluded, restricted or waived under South African law.

If any provision of this policy conflicts with a mandatory provision of applicable law, the mandatory legal provision will prevail.

The remainder of this policy will continue to apply to the extent legally permitted.

19. Changes to This Policy

Metrivo may update this policy from time to time to reflect changes to our business, products, procedures or applicable legislation.

The version applicable to a particular transaction will be determined in accordance with applicable law.

20. Governing Law

This policy and purchases made through the Metrivo online store are governed by the laws of the Republic of South Africa, subject to mandatory consumer rights and protections.

Nothing in this section prevents a consumer from exercising a statutory right or pursuing a remedy available under applicable South African law.

21. Contact Metrivo

For all return, refund and exchange enquiries, please contact Metrivo through the customer-service contact details displayed on our website.

When contacting us, please include your order number so that we can identify your purchase and assist you efficiently.

Metrivo