Refund policy

Refund, Return & Cancellation Policy

Metalloid Card · Last updated: [DD Month YYYY]

Operated by [Registered business / legal entity name], GSTIN [GSTIN], 3092, Jat ke Kuwe ka Rasta, 6th Crossing, Chandpole, Jaipur, Rajasthan – 302001, India ("Metalloid", "we", "us").

This policy explains, in plain language, what happens if you want to cancel, return or get a refund for anything you buy from www.metalloidcard.com, our Instagram/WhatsApp channels, or our Jaipur walk-in store. By placing an order, you confirm that you have read and agree to this policy, our Terms of Service, our Shipping Policy and our Privacy Policy.

Quick summary

Situation What you get
You cancel before we start making your card Full refund
You cancel after production has started No refund (the card is made only for you)
Card arrives damaged, defective or wrong Free remake/replacement, or a full refund if we can't fix it
Chip stops working due to our workmanship (within 30 days) Free rework or remake
You changed your mind about a customised card Not returnable
Wallets / unopened DIY kits Return within 7 days if unused and in original packaging
Our outbound parcel is lost by the courier Free remake/reship or full refund

If you're unsure about anything, message us before you order: care@metalloidcard.com · WhatsApp +91 85039 99933.

1. Why our products are different

Every metal card is made to order. It is laser engraved with the design, name or artwork you select, and (for our chip transfer service) fitted with the EMV chip from your own bank card. Once made, it cannot be resold to anyone else. This is why customised cards follow different rules from normal retail products. These rules are consistent with Indian law and with international consumer law, which generally exempts goods "made to the consumer's specifications or clearly personalised" from change-of-mind returns.

This policy covers four kinds of purchase:

  • Chip Transfer Service – you send us your card (or the cut-out chip) and we fit it into your new metal card.
  • DIY Kit orders – we ship you a metal card and a kit; you transfer the chip yourself.
  • Card Replacement / Expiry Service – re-fitting a new bank chip into a matching metal card (currently ₹1,800 inclusive of taxes).
  • Accessories – resin wallets and other non-personalised products.

2. Cancellations

Before production starts: You can cancel for a full refund at any time before we begin designing or engraving your card. For the Chip Transfer Service, this generally means before your chip/card reaches us and before your design is confirmed. If you have already sent us your card or chip, we will return it to you securely.

After production starts: Once your design is approved and engraving has begun, the order cannot be cancelled or refunded, because the card is made only for you.

Cash on Delivery (COD): If you refuse a COD parcel without a valid reason (such as visible damage), we may decline COD for your future orders. We will not charge you for a refused COD order unless you explicitly agreed to this before ordering.

If we cancel: If we are unable to fulfil your order for any reason, we will refund 100% of what you paid, with no deductions.

3. Returns

Customised and personalised metal cards (pre-designed or custom) are not returnable for change of mind, including dislike of design, colour or weight after you approved the design preview. Please check your design preview, name spelling and card choice carefully before approving it.

Accessories (e.g., resin wallets) and unopened DIY kits can be returned within 7 days of delivery if they are unused, undamaged and in their original packaging with all contents. Return shipping for change-of-mind returns is paid by you. Once we receive and inspect the item, we will refund the product price.

How to start a return: Email care@metalloidcard.com or WhatsApp us with your order number, photos and the reason. Please don't send items back without contacting us first, so that we can give you the correct return address and instructions.

4. Damaged, defective or wrong items

Please check your order as soon as it arrives. Contact us within 48 hours of delivery if:

  • the card or packaging is damaged in transit,
  • the engraving or finish has a manufacturing defect,
  • the design differs from what you approved, or
  • you received the wrong item.

Please share clear photos of the product and packaging. We strongly recommend recording an unboxing video — for claims of missing or tampered contents, an unboxing video helps us settle your claim quickly with the courier.

If the problem is our fault, we will, at no cost to you, remake or replace the card. If we cannot remake or replace it, we will give you a full refund, including shipping.

Please note: slight variations in colour, texture, brushing pattern and engraving tone are natural in metal and laser work and are not defects. Photos on our website are for illustration and may vary slightly from the finished product.

5. Chip transfer workmanship warranty (30 days)

If your chip stops working within 30 days of delivery because of how we fitted it, we will re-fit it or remake the card free of charge, including return shipping within India.

This warranty does not cover:

  • a chip that was already damaged, weak or faulty before it reached us,
  • chips damaged by cutting, bending or handling by you or anyone else before we received them,
  • cards transferred by you using our DIY kit (see Section 6),
  • physical damage, bending, heat, water or misuse after delivery,
  • your bank blocking, cancelling, replacing or expiring your card,
  • features that the metal card is not designed to support (see below).

Features explained before purchase: Unless you buy a card specifically listed as "Tap to Pay" enabled, your metal card will not support contactless (tap) payments. Magnetic stripe functions are not supported. Your metal card works with chip (EMV) payments and ATMs that accept chip cards. You can still make contactless payments using your phone wallet. These are product features, not defects, and are not grounds for a refund.

6. DIY Kit orders

With the DIY option, you transfer the chip yourself using our kit and tutorial. We provide on-call guidance on request, but the transfer is performed by you. We are therefore not responsible for chip damage, a chip not working, or damage to your bank card caused during a self-transfer. Defects in the metal card or kit itself are covered under Section 4.

7. Your bank card — important information

Your debit or credit card is issued by your bank and, under most banks' terms, remains your bank's property. By using our Chip Transfer Service or DIY kit, you confirm that:

  • the card belongs to you and you are authorised to use it,
  • you understand that your bank's terms may not permit modification of the card, and you accept this risk; if your bank declines, blocks or asks you to replace the modified card, that is between you and your bank, and not grounds for a refund,
  • you will never share your PIN, CVV or OTP with us — we never ask for them,
  • you will freeze or lock your card in your bank's app before sending it, and change your PIN after you receive it (recommended),
  • you may send us only the cut-out chip instead of the full card, which we recommend.

We handle cards in a secure facility and do not record or store card numbers. We are not liable for transactions made on your card while it is not in our possession, or for any transaction you have not frozen your card against. If your card or chip is lost or damaged while in our custody due to our fault, we will remake your metal card free of charge once you obtain a replacement card from your bank, and refund any bank card-replacement fee you pay (on receipt).

8. Shipping and lost parcels

Sending your card to us: Please use a tracked courier. We are responsible for your card from the moment it is delivered to our address. We are not responsible for parcels lost or delayed by your courier before they reach us, but we will help you with tracking details if needed.

Shipping to you: If a parcel we send is lost, confirmed undeliverable, or not delivered by the courier, we will raise a claim with the courier and, at your choice, remake and reship at no cost, or refund you in full. This does not apply if the parcel was delivered to the address you gave us or failed because of an incorrect address or your unavailability after repeated attempts; in that case reshipping charges apply.

See our Shipping Policy for delivery timelines.

9. How and when refunds are paid

  • We will confirm your refund by email/WhatsApp once approved.
  • Refunds are processed within 7 working days of approval to your original payment method (card, UPI, net banking via Razorpay). Your bank may take a few more days to show it.
  • For COD orders, refunds are paid by bank transfer or UPI to an account in your name.
  • Refunds are paid in the currency of your purchase. We are not responsible for exchange-rate differences or charges levied by your own bank.
  • Standard shipping charges are refunded only where the issue was our fault or we cancelled the order.

10. Payment disputes and chargebacks

If you have a problem, please contact us first — we resolve almost every issue directly and faster than a bank dispute. If a chargeback is raised for an order that was delivered as described and approved, we will respond to your bank with evidence including your design approval, communication records and delivery confirmation. Filing a chargeback does not affect your rights under law.

11. International customers

  • Import duties, customs fees and local taxes in your country are paid by you and are not refundable.
  • Customs delays are outside our control and are not grounds for a refund.
  • Personalised metal cards are exempt from change-of-mind withdrawal rights in most countries (including the EU and UK) because they are made to your specifications. Nothing in this policy removes any mandatory consumer right you have under the laws of the country where you live.

12. Our responsibility

We stand behind our work, and we will always honour the remedies in this policy. Beyond them, and to the extent the law allows, our total liability for any order is limited to the amount you paid for that order. We are not liable for indirect losses such as loss of business, bank charges, or inconvenience caused by a card being unavailable. Nothing in this policy limits liability that cannot be limited by law, or affects your rights under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

13. Complaints and Grievance Officer

If you are unhappy with any aspect of your order, please reach us first:

Grievance Officer: [Full name] Email: care@metalloidcard.com Phone / WhatsApp: +91 85039 99933 Address: 3092, Jat ke Kuwe ka Rasta, 6th Crossing, Chandpole, Jaipur, Rajasthan – 302001 Hours: [Monday–Saturday, 10:00 AM–7:00 PM IST]

We will acknowledge your complaint within 48 hours and aim to resolve it within 30 days of receipt.

14. Governing law and disputes

This policy is governed by the laws of India. Subject to your rights under consumer protection law, the courts in Jaipur, Rajasthan have jurisdiction over disputes. Nothing in this clause prevents you from approaching a Consumer Commission or the National Consumer Helpline (1915) where the law allows you to do so.

15. Changes to this policy

We may update this policy from time to time. The version in force on the date you placed your order applies to that order.