Refund policy

Last Updated: June 2025

1. Overview
At Metanexus XR, we want you to be completely satisfied with your purchase. If you are not satisfied for any reason, you may request a refund within 14 days of delivery. Please read the criteria and process below carefully to ensure your return is accepted and your refund is processed smoothly.

2. Eligibility for Refunds

  1. Time Frame

    • Refund requests must be initiated within 14 calendar days of the date you receive your order.

    • After 14 days from delivery, returns will not be accepted.

  2. Condition of Items

    • Items must be brand-new, unused, and in their original packaging, with all accessories, manuals, and documentation included.

    • Any product showing signs of wear, damage, or missing parts will not qualify for a refund.

  3. Proof of Purchase

    • A valid proof of purchase (order number or invoice) is required.

    • If proof of purchase is not provided, we cannot process a refund.

3. Non-Refundable Items

The following items are not eligible for a refund:

  • Products that are damaged due to customer misuse, neglect, or unauthorized modification.

  • Consumable parts or accessories (e.g., face cushions, foam padding, rechargeable batteries) if they show signs of normal wear and tear.

  • Any item returned after the 14-day window.

  • Gift cards, downloadable software, and digital content once the download or activation code has been used.

4. How to Request a Refund

  1. Contact Us

    • Send an email to metanexusxr@gmail.com within 14 days of delivery.

    • Include:

      • Your order number or invoice.

      • A brief description of why you are requesting a refund.

      • Photographs or video evidence if the item is defective or damaged.

  2. Return Authorization (RMA)

    • Once we receive your request, our support team will respond within 24 business hours with a Return Merchandise Authorization (RMA) number if your return is approved.

    • Please do not ship any items back to us without first obtaining an RMA. Returns without an RMA will be refused.

  3. Ship the Item

    • After receiving your RMA, pack the item securely in its original packaging.

    • Label the outside of the package with your RMA number.

    • Note: You are responsible for return shipping costs. We recommend using a trackable shipping service and purchasing shipping insurance.

  4. Inspection & Approval

    • Once we receive the returned item, we will inspect its condition within 5–7 business days.

    • If the product meets the eligibility criteria (brand-new, unused, all original contents), we will approve your refund.

  5. Refund Processing

    • Approved refunds will be issued to the original payment method (credit card, PayPal, etc.) within 3–5 business days after approval.

    • Depending on your bank or payment provider, it may take an additional 3–7 business days for the credit to appear in your account.

5. Shipping Costs & Restocking Fee

  1. Return Shipping

    • Customers pay all shipping costs to return the item to Metanexus XR, except in cases where the product is defective or we shipped the wrong item. In those cases, we will provide a prepaid return label.

  2. Original Shipping Charges

    • Original shipping charges (if any) are non-refundable, unless the return is a result of our error (wrong item shipped, product arrived damaged, etc.).

    • If you paid for expedited shipping and later request a refund, the expedited portion is non-refundable; only the product cost will be refunded.

  3. Restocking Fee

    • We do not charge any restocking fees for eligible returns.

6. Exchanges

  • We Do Not Accept Exchanges.

    • If you wish to receive a different product, you must submit a return for a refund (per the process above) and place a new order for the desired item.

    • Any product returned for reasons of customer preference (size, color, functionality) follows the same rules as refunds.

7. Defective or Incorrect Items

  1. Defective on Arrival

    • If your item is defective or malfunctioning when it arrives, please email metanexusxr@gmail.com within 14 days of delivery with:

      • Order number and serial number (if applicable)

      • Description of the defect, with clear photos or video.

    • We will issue an RMA and provide instructions for returning the defective item at no cost to you.

  2. Wrong Item Shipped

    • If we inadvertently shipped the wrong product, contact us immediately. We will arrange a prepaid return label and send you the correct item as soon as possible.

  3. Refund or Replacement

    • After inspection, if the defect is confirmed or if the wrong item was shipped, you may choose:

      • A full refund (including all original shipping costs).

      • A replacement of the same item (shipped at our expense).

8. Cancellations

  • Before Shipment

    • If you cancel your order before it has been shipped, we will issue a full refund (including any sales tax or fees).

  • After Shipment

    • Once an order is in transit, it must follow the Return process outlined above.

9. Contact Information

For any questions or to initiate a return/refund request, please reach out:

  • Email: metanexusxr@gmail.com

  • Address for Returns:
    C. de Tetuán, 26, Centro
    28013 Madrid, Spain

  • Phone: +34 634 46 13 60

Important Notes

  • Always include your RMA number on the outside of your return package.

  • Returns sent without prior authorization (RMA) may be refused.

  • Keep proof of return shipping until your refund is processed.

  • This policy applies to purchases made through www.metanexusxr.com only.

By purchasing from Metanexus XR, you acknowledge that you have read and agree to this Refund Policy. If any part of this policy is found to be invalid or unenforceable, the remaining sections will continue in full force and effect.