Last Updated: October 31, 2025
 

At Metal Car, we are committed to delivering high-quality products. This policy outlines the procedures for cancellations, returns, and refunds. Please read it carefully.

SECTION 1 - ORDER CANCELLATIONS

All Orders (Custom and Non-Custom): You may cancel your order free of charge within 24 hours of confirmation, provided that production has not yet begun.
Custom (Personalized) Orders: After 24 hours or once production has started, cancellation is no longer possible. If we, at our discretion, approve a cancellation before production has started, a non-refundable custom design and processing fee of €40 will be deducted from your refund.
Non-Custom Orders: If you request to cancel after the 24-hour period, cancellation is not guaranteed. If we approve the cancellation, a 30% processing and restocking fee will be deducted from your refund.
SECTION 2 - PERSONALIZED (CUSTOM) PRODUCTS

Personalized products are uniquely made for you. Therefore, we do not accept returns or exchanges for any custom products under any circumstances, unless the product has a verifiable manufacturer's defect (see Section 4).

Minor differences in color/shade due to monitor settings or the natural characteristics of metal, as well as minor deviations in dimensions common in trade, are not considered defects.

SECTION 3 - NON-PERSONALIZED PRODUCTS & EU RIGHT OF WITHDRAWAL

This section outlines the return rights for non-personalized items.

For Consumers in the European Union (EU): In accordance with EU law, you have a right to withdraw from your purchase within 14 days of receiving the goods. To exercise this right:

You must contact us at metalcarwallart@gmail.com within 14 days of delivery to inform us of your decision. Returns sent without prior contact will not be accepted.
The product must be returned to us unused, in its original packaging, and in the same condition you received it.
You are responsible for all return shipping costs. We recommend using a tracked shipping service.
The goods must be sent to: Kolektyvo g. 163, 08314 Vilnius, Lithuania.
For Customers Outside the European Union: Returns of non-personalized products are not guaranteed and are handled on a case-by-case basis at our sole discretion. If a return is approved, the same conditions listed above (contact first, customer pays shipping, original condition) will apply.

SECTION 4 - DAMAGED OR DEFECTIVE PRODUCTS (ALL CUSTOMERS)

Please inspect your order upon reception. If you receive a defective or damaged item, you must notify us within 48 hours of delivery.

To report a defect, please email us at antanas.darbinispastas@gmail.com with:

Your order number.
A clear description of the issue.
Photographic evidence showing the defect, the outer packaging, the shipping label, and the inner packaging.
You must keep all original packaging until the claim is resolved. We may first offer to repair or replace the item. If a repair or replacement is not possible, we may offer a partial or full refund at our discretion.

SECTION 5 - MISSING, STOLEN, OR UNDELIVERABLE PARCELS

Delivered but Missing/Stolen: If the tracking information from the carrier marks the package as "Delivered," our obligation is considered fulfilled. We are not responsible for loss or theft that occurs after delivery (e.g., theft from a porch or mailbox). You will need to file a claim with the carrier and/or your local authorities.
Undeliverable Shipments: If a shipment is returned to us because it was unclaimed, refused, or undeliverable due to an incorrect address provided by you, we can reship it. However, you will be responsible for paying the full two-way shipping costs (the original cost to ship it to you and the cost to ship it back to us) plus a handling fee. If you decline reshipment, any refund will be net of these two-way shipping costs and any non-refundable fees charged by the carrier.
SECTION 6 - RETURN SHIPPING & COSTS

Unless we explicitly provide a prepaid shipping label (e.g., for a confirmed manufacturer's defect), you are responsible for all return shipping costs.

When returning an item from outside the EU, you must clearly mark the package as "RETURNED GOODS" on customs forms. You are solely responsible for any customs duties, taxes, or brokerage fees incurred on the return shipment. These fees will be deducted from your refund amount. We strongly recommend using a tracked and insured shipping service, as we are not responsible for items lost or damaged during return transit.

SECTION 7 - REFUND PROCESSING

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment. Please allow up to 14 business days for the refund to be processed after we have received the returned item.

SECTION 8 - CONTACT US

For any questions regarding our Refund Policy, please contact us at metalcarwallart@gmail.com.