Metallix Metals Pvt Ltd

Last Updated: August 2026

Website: metallixmetals.com

Welcome to Metallix Metals Pvt Ltd (“Company”, “we”, “our”, or “us”). We are dedicated to delivering manufacturing excellence, premium material purity, and the highest standards of customer satisfaction.

This Refund and Return Policy outlines the terms and conditions governing returns, exchanges, cancellations, and refunds for products purchased through metallixmetals.com across our Retail (B2C) and Institutional/Wholesale (B2B) divisions.

1. General Principles & Eligibility

To qualify for an authorized return, exchange, or refund, all items must meet the following baseline conditions:

  • The claim must be initiated within the designated time frame specified for each product category below.
  • The product must be completely unused, unwashed, unaltered, and in its original, undamaged packaging with all tags, seals, batch serials, and documentation intact.
  • Proof of purchase (Order ID, Tax Invoice, or Official Receipt) is strictly mandatory.
  • Any item returned without prior authorization (Return Merchandise Authorization – RMA) will be refused at delivery and returned to the sender at their expense.

2. Category-Specific Return & Refund Terms

Due to the distinct nature of our product categories, specific terms apply:

A. Physical Metal Bars & Tangible Metal Assets

  • Final Sale & Non-Refundable: Due to commodity market volatility and daily price fluctuations, all sales of pure metal bars, bullion, and physical metal assets are strictly final and non-refundable. Customers cannot claim a refund or standard return based on market rate shifts.
    Optional Company Buyback Facility: While standard returns/refunds are not permitted, Metallix Metals Pvt Ltd reserves the sole right and discretion (without obligation) to buy back physical metal bars from the customer. Any buyback will be evaluated strictly on a case-by-case basis, subject to physical purity/weight verification, and processed purely at the prevailing spot market rate offered by the company at the time of repurchasing.
    Purity & Weight Verification: All metal bars are dispatched with tamper-evident security packaging and assay/material purity certificates. If you suspect any package tampering upon courier arrival, you must reject delivery immediately and report it to our support team within 12 hours of transit update.

B. Medical & Surgical Apparatus

  • Hygiene & Compliance Standards: In compliance with medical device regulations and sterilization standards, surgical tools, instruments, and medical apparatus are non-returnable once the protective sterile seal or packaging has been opened or compromised.
  • Manufacturing Defects: If an institutional client or buyer detects a verified metallurgical or manufacturing defect, the item must be reported within 7 business days of receipt. Upon technical review, we will provide an immediate replacement or repair.

C. Kitchenware & General Consumer Products (B2C)

  • 7-Day Inspection Window: Unused retail consumer kitchenware may be returned or exchanged within 7 calendar days of delivery.
  • Condition: Items must be in brand-new, re-sellable condition with all accessories, manuals, and protective inserts.

3. B2B / Wholesale & Institutional Purchase Terms

  • Purchase Orders & Custom Manufacturing: All B2B, customized, bulk, or contract-manufactured orders confirmed via Purchase Order (PO), proforma invoice, or custom quotation are non-cancellable and non-refundable once production or raw material procurement begins.
  • Restocking Fee: In exceptional cases where an authorized B2B return is approved by management, a standard 20% restocking and administrative fee will apply, and the buyer will bear all return logistics and freight charges.
  • Quality Assurance Inspection: Institutional buyers have 10 business days from receipt of freight to submit an official Quality Inspection Report for any discrepancies.

4. Damaged, Defective, or Incorrect Items

We take extreme care in multi-layer export-grade packaging. However, in the rare event of transit damage or shipment error:

  1. Notice Window: You must notify us within 48 hours of parcel delivery.
  2. Mandatory Documentation: You must provide clear photographs and an unboxing video showing the shipping label, sealed box, and the defect/damage.
  3. Resolution: Upon swift verification by our claims department, we will arrange a complimentary replacement shipment or issue a full store credit/refund at our discretion.

5. Order Cancellation Policy

  • Before Dispatch (B2C): You may cancel a standard consumer order within 2 hours of placement or before fulfillment processing begins. A nominal 3% payment gateway processing fee will be deducted from the refunded amount.
  • After Dispatch: Orders that have been packed, manifested, or handed over to logistics cannot be cancelled and must follow the standard return workflow after delivery.

6. Non-Refundable Items & Exclusions

The following are strictly excluded from refunds:

  • Shipping, handling, freight, and customs clearance charges.
  • Products purchased during clearance sales, promotional discount events, or customized/laser-engraved items.
  • Items damaged due to misuse, unauthorized repair, chemical corrosion, or improper maintenance.

7. Return & Refund Process Workflow

[Customer RMA Request] âž” [Documentation Review (24-48 hrs)] âž” [RMA Approval Issued]
                                                                      │
[Refund / Replacement] đź ” [Lab / Warehouse Quality Audit] đź ” [Item Received at Hub]
  1. Submit Request: Contact support@metallixmetals.com with your Order ID, reason for return, and required photo/video evidence.
  2. RMA Number: If eligible, you will receive an official RMA number and return warehouse address.
  3. Inspection: Upon receipt at our facility, our Quality Assurance team inspects the item within 3–5 business days.
  4. Refund Disbursement: Once approved:
    • Store Credit / Voucher: Issued within 24 hours (Recommended for fastest turnaround).
    • Original Payment Method / Bank Transfer: Credited within 7–10 business days (subject to banking cycles).

8. Contact & Legal Inquiries

For any questions or return authorizations, please contact our Compliance & Customer Support Department:

  • Company: Metallix Metals Pvt Ltd
  • Official Website: metallixmetals.com
  • Email: support@metallixmetals.com / legal@metallixmetals.com
  • Customer Support: Monday to Saturday | 09:00 AM – 06:00 PM (PKT)