Frequently Asked Questions

Answers to the questions we hear most often about shipping, returns, warranty and payment at Metanexus XR. If you can't find what you need, email metanexusxr@gmail.com and we'll reply within 24-48 hours.

Shipping & delivery

Do you ship worldwide, and how much does shipping cost?

Yes. We ship worldwide and shipping is free on every order, with no minimum spend.

How long will my order take to arrive?

Orders are prepared and dispatched within 1-3 business days. Delivery then usually takes 4-8 business days in total, from order to arrival, depending on your location. Customs checks, holidays or carrier delays can add time on international routes.

Will I get a tracking number?

Yes. As soon as your order ships you receive a tracking link by email, and you can follow it any time from the Order Tracking link in the site footer. Tracking usually starts updating within 24-48 hours of dispatch.

Will I have to pay customs duties or import taxes?

Deliveries within the European Union have no extra charges. For deliveries outside the EU, the destination country may apply import duties or VAT on arrival. These are set by your local customs authority, are not included in our prices, and are the recipient's responsibility. If you are unsure, contact us before ordering.

Can I change or cancel my order after placing it?

Contact us as quickly as possible at metanexusxr@gmail.com. While an order is still in the 1-3 business-day handling window we can usually change the address or cancel it. Once it has shipped, it follows the returns process below.

Returns & refunds

What is your return policy?

Every order is covered by a 14-day guarantee. You can return a product for any reason, faulty or not, within 14 calendar days of delivery. Full details are in our Refund policy.

What condition does the item need to be in?

Items must be brand-new, unused and in their original packaging, with all accessories, manuals and documentation included. You also need a valid proof of purchase (order number or invoice). Products showing wear, damage or missing parts do not qualify.

How do I start a return?

Email metanexusxr@gmail.com within 14 days of delivery with your order number and a short reason for the return; add photos or video if the item is defective. We reply within 24 business hours with a Return Merchandise Authorization (RMA) number if the return is approved. Do not ship anything back before you have an RMA - returns without one are refused.

Who pays for return shipping?

You cover return shipping to us, except when the product is defective or we sent the wrong item, in which case we provide a prepaid label. We recommend a trackable service, and we do not charge any restocking fee.

When will I get my refund?

Once we receive the item we inspect it within 5-7 business days. Approved refunds go back to your original payment method within 3-5 business days of approval; your bank or card provider may take a further 3-7 business days to show the credit. Original shipping charges, if any, are refunded only when the return is due to our error.

Do you offer exchanges?

We do not process exchanges. To switch to a different product, return the original for a refund and place a new order for the item you want.

Is anything excluded from returns?

Consumable parts with normal wear (face cushions, foam padding, rechargeable batteries), items returned after the 14-day window, products damaged by misuse, and gift cards or downloadable software once used are not eligible.

Warranty

How long is the warranty?

Headsets and original accessories bought from our store carry a 2-year limited warranty from the date of delivery, under Spanish consumer law (Royal Legislative Decree 1/2007, LGDCU). Refurbished items are covered for 1 year. Full terms are on our Warranty page.

What does the warranty cover?

Manufacturing defects - for example in display panels, tracking sensors, lenses, audio components, internal electronics, head-strap assemblies, and the ports on parts supplied in the original package. It does not cover misuse, accidental or transport damage, unauthorised modifications, or issues caused by third-party software or supplies.

How do I make a warranty claim?

Email metanexusxr@gmail.com with your order or invoice number, the product serial number if it has one, and a clear description of the fault with photos or video. We acknowledge within 24 business hours and, if the issue looks covered, issue an RMA and may run a quick remote diagnosis first. Once a covered defect is confirmed we send a prepaid label and repair, replace or refund the product.

Payment & pricing

Which payment methods do you accept?

Checkout accepts major credit and debit cards and cryptocurrency. All payments are processed securely and we never see or store your full card details.

What currency are prices shown in?

Prices are set in euros (EUR). Where supported, your checkout total is converted to your local currency automatically.

Is checkout secure?

Yes. The store runs on Shopify with encrypted, PCI-compliant checkout. Look for the padlock in your browser's address bar.

Orders & support

How do I contact you?

Email metanexusxr@gmail.com or use our Contact page. We aim to answer every message within 24-48 hours (24 business hours for warranty and RMA requests).

Do I need an account to order?

No. You can check out as a guest. Creating an account lets you track orders and re-order faster.

I never received an order confirmation - what should I do?

Check your spam or promotions folder first. If it is still missing after a couple of hours, email us with the name and address used at checkout and we will confirm the order status.

Products & compatibility

How do I know an accessory fits my headset?

Each product page lists the exact headsets it is made for - check the title, the specifications table and the compatibility note before ordering. If it is not clear, email us the headset model and we will confirm.

Are your headsets and accessories genuine?

Yes. We sell genuine retail units and manufacturer or reputable third-party accessories, supplied new unless a listing is clearly marked as refurbished.

Do products come with a manufacturer's warranty as well?

Where a manufacturer provides its own commercial warranty, its terms are set by that manufacturer and supplied in writing with the product, in addition to the statutory warranty above.