Returns & exchanges
You always have a 30-day right of withdrawal – longer than the statutory 14 days. Unopened products in their original condition can be returned or exchanged.
Last updated: 2 November 2026
Your right of withdrawal
As a consumer in the EU you have a statutory right of withdrawal of 14 days from the day you receive your order. We extend it to 30 days. The right of withdrawal applies to products that are unopened and in essentially unchanged condition – for reasons of hygiene and food safety, we cannot resell opened food supplements.
How to return
- Register your return by emailing support@metilde.com with your order number and the products concerned. You can also use the EU model withdrawal form.
- Within one working day you will receive a return label with the return address and instructions.
- Pack the products in the original packaging or equivalent protective packaging.
- Hand in the parcel and keep the proof of postage until the refund is complete.
Return shipping and refunds
| Situation | Return shipping | Refund |
|---|---|---|
| Withdrawal (change of mind) | Paid by you, €8.00 is deducted from the refund | The order value including the original standard shipping |
| Wrong product sent | Free, with a prepaid label from us | The full amount or a replacement product |
| Damaged or faulty product | Free, with a prepaid label from us | The full amount or a replacement product |
| Exchange for another product | Paid by you, as for a return (€8.00), unless the product was faulty | The difference is charged or refunded |
The refund is made with the same payment method used for the purchase, within 14 days of us receiving and approving the return, usually within 2–5 banking days. We charge no return fee on top of the return shipping in the table above.
Complaints
You have the statutory right to complain about faulty products under the consumer law that applies to you. Report the fault within a reasonable time after discovering it – within two months is always considered reasonable. Include photos and the batch number shown on the label.
Exceptions
- Opened food supplements or products with a broken seal, for reasons of hygiene and food safety.
- Products whose best-before date has passed while in your possession.
Dispute resolution
If we cannot reach an agreement together, you can find information about your rights and options from the Competition and Consumer Protection Commission (CCPC), ccpc.ie, and you can bring your dispute before the competent court in Ireland. The mandatory rights you have as a consumer under Irish law apply.
Need help?
Email support@metilde.com or call +1 505 523 0600 (Mon–Fri 09:00–17:00 (CET)). Always include your order number so we can help you faster.