Return and Refund Policy

Effective Date: October 20, 2026

At Metro Gems Co., we believe that the small details of a home can make a meaningful difference. Whether you have selected a desktop lamp to brighten your workspace, a decorative tray to organize your favorite essentials, or a set of coasters to complement your living room, we want your shopping experience to be comfortable, clear, and dependable.

This Return and Refund Policy explains how returns, exchanges, refunds, damaged-item claims, and order-related concerns are handled by TRADECOR BRANDON, LLC, doing business through Metro Gems Co. at https://www.metrogemsco.online/.

By placing an order with us, you acknowledge that you have had an opportunity to review this policy. Nothing in this policy limits rights that cannot lawfully be waived under applicable consumer protection laws.

1. Return Eligibility

Customers who are not satisfied with an eligible purchase may contact our customer service team to request a return authorization and instructions.

To help us review your request efficiently, returned merchandise should generally meet the following conditions:

• The item is unused, undamaged, and in its original condition.

• The product includes its original packaging, accessories, components, and any included instructions, where reasonably available.

• The product can be matched to the original purchase through an order confirmation, receipt, or other reasonable proof of purchase.

• The return request is submitted within the return period communicated by our customer service team or stated in the applicable product or order terms.

Because the condition and safe handling requirements of home accessories may differ, we may ask for additional information before authorizing a return.

Please contact us before sending any product back. An item mailed without prior return instructions may be delayed in processing or may be sent to an inappropriate location.

2. Products Covered by This Policy

Our store offers home and desktop accessories, including desktop lamps, decorative trays, and coasters.

Desktop lamps: Please retain any included components, accessories, and protective packaging. If a lamp does not operate as described, arrives with visible damage, or appears to have a manufacturing defect, contact us with a description of the issue and photographs where appropriate. Do not continue using an electrical product that appears damaged or unsafe.

Decorative trays: Please inspect the surface, edges, finish, and structural condition after delivery. If a tray arrives cracked, chipped, bent, or materially different from its product description, provide photographs that clearly show the issue.

Coasters: If coasters arrive damaged, incomplete, or materially inconsistent with the listing, contact our team and identify the affected quantity. We will review the circumstances and explain the available resolution.

Product-specific requirements may apply when reasonably necessary to protect the merchandise, confirm the reported problem, or comply with safety requirements.

3. How to Request a Return

To initiate a return, email [email protected] with the subject line “Return Request – Metro Gems Co.”

Please include:

• Your full name.

• Your order number.

• The name of the product you wish to return.

• The quantity involved.

• The reason for the return.

• Photographs or supporting information if the product is damaged, defective, or incorrect.

Our team will review your request and provide further instructions. If the return is approved, we will explain the applicable return address, packaging expectations, and any return-shipping arrangements.

Please do not assume that a return has been approved until you receive confirmation from our team.

4. Damaged, Defective, or Incorrect Items

We take product concerns seriously. If your order arrives damaged, a product appears defective, or the merchandise received does not match the item ordered, please contact us as soon as reasonably possible.

When reporting an issue, please provide clear photographs of the item, its packaging, and any visible shipping damage. For a desktop lamp, describe the functional problem without attempting repairs or modifications that could create a safety risk.

After reviewing the information, we may offer an appropriate remedy, which may include a replacement, an exchange where available, a refund, or another resolution permitted by law. The appropriate remedy will depend on the circumstances, product availability, and applicable legal requirements.

Please retain the affected product and its packaging until we advise you otherwise. We will not require you to take an unsafe action to document a claim.

5. Refund Eligibility and Processing

Refunds are considered after an approved return has been received and reviewed, or after we have otherwise confirmed that a refund is appropriate.

Once approved, the refund will generally be issued to the original payment method. If the original method is no longer available, we will discuss an appropriate alternative where permitted by law.

The amount refunded will depend on the circumstances of the transaction and the applicable return terms. Any deduction, including a deduction for return shipping or a nonrefundable charge, will be applied only where permitted by law and disclosed as applicable.

We will notify you when a refund has been approved or processed. The time required for the funds to appear in your account may depend on your bank, card issuer, payment provider, or other financial institution.

A refund confirmation from us does not necessarily mean that the funds will appear immediately.

6. Original Shipping Charges and Return Shipping

Our standard shipping policy provides free shipping for orders of $10.00 or more and charges $5.99 for orders below $10.00.

For a voluntary return because a customer changes their mind or no longer needs the item, the customer may be responsible for return shipping where permitted by law and where the responsibility has been communicated in advance.

If the return results from our error, such as an incorrect item being shipped, or from merchandise that is confirmed to be defective or damaged on arrival, we will review the appropriate shipping-cost treatment and explain the resolution. We will comply with applicable legal requirements and will not use this policy to avoid obligations that the law imposes on us.

Original shipping charges, if any, will be addressed according to the circumstances of the return, the terms disclosed at checkout, and applicable law.

7. Exchanges and Replacements

If you would prefer a replacement instead of a refund, please tell us when contacting customer service.

Exchanges and replacements depend on stock availability and the nature of the issue. If the requested item is unavailable, we may discuss another available resolution, including a refund where appropriate.

A replacement request does not guarantee that an identical item will be available.

8. Items That May Not Qualify for a Voluntary Return

To the extent permitted by law, the following circumstances may affect eligibility for a voluntary return:

• Merchandise damaged after delivery through misuse, improper handling, or an accident unrelated to an original defect.

• Items altered, modified, or repaired without authorization where the alteration prevents a fair assessment of the original issue.

• Products returned with missing components or substantial damage not present when delivered.

• Requests submitted outside the applicable return period communicated for the purchase.

These limitations do not eliminate rights that may apply to defective goods, inaccurate product descriptions, or other claims protected by applicable law.

9. Cancellations and Order Changes

If you need to cancel or change an order, contact us as soon as possible and provide your order number.

We will make reasonable efforts to assist if the order has not entered fulfillment. Once an order has been processed, packed, or shipped, cancellation may no longer be possible. In that case, you may request a return under the applicable return terms.

An order cancellation is not confirmed until we notify you.

10. Promotional Purchases and Multiple-Item Orders

If a purchase includes a promotion, discount, or multiple-item offer, the refund amount may depend on the actual amount paid for the returned merchandise and the conditions of the promotion, subject to applicable law.

For an order containing several products, please identify each item you wish to return. A return involving only part of an order will generally be reviewed separately from a request to return the entire order.

11. Fraud Prevention and Return Verification

We reserve the right to request reasonable information needed to verify a purchase and investigate suspected fraudulent, abusive, or materially inconsistent return claims.

Any review will be handled in accordance with applicable law. A legitimate customer claim will not be rejected merely because additional verification is needed.

12. Arizona Law and Consumer Rights

This policy is intended to operate consistently with applicable laws of the State of Arizona and applicable federal law. Where a provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will control.

Nothing in this policy is intended to waive nonwaivable consumer rights or to exclude remedies available under applicable law.

13. Policy Updates

We may revise this policy to reflect changes in our business practices, product offerings, payment procedures, or legal obligations. The version published on our website will identify the applicable effective date.

A revision will not retroactively eliminate rights that have already accrued where applicable law prohibits doing so.

14. Contact Us

For return instructions, refund questions, damaged-item reports, or order concerns, please contact:

Metro Gems Co.
TRADECOR BRANDON, LLC
4455 E Camelback Rd e 180
Phoenix, AZ 85018
United States

Contact Person: DEANDRE LAQUON YOUNG
Email: [email protected]
Website: https://www.metrogemsco.online/

Please include your order number in all order-related correspondence so that we can review your request more efficiently.