Return and Refund Policy

Effective Date: September 29, 2026

At Metro Loom Studio, we want every order to arrive safely, look beautiful in your space, and match the expectations you had when placing your order. Because our collection includes decorative artificial plants and flowers, vases, and ceramic plates, we understand that color, shape, finish, size, and overall presentation matter. If something is not right with your purchase, this Return and Refund Policy explains how we can help.

1. Returns

We generally accept eligible returns within 30 days of the date your order was delivered.

To qualify for a return, the item must:

• Be unused and in its original condition;

• Be clean, undamaged, and free from signs of wear or alteration;

• Include original packaging, protective materials, labels, and accessories when applicable;

• Not have been intentionally modified, assembled in a manner that prevents resale, or damaged after delivery;

• Be returned within the applicable return period.

Certain products may be subject to additional return instructions because of their size, fragility, packaging requirements, or decorative characteristics.

2. Decorative Products and Normal Variations

Artificial flowers, plants, vases, and ceramic products can contain minor variations in color, texture, shape, finish, or surface appearance. Handmade-looking ceramic finishes, glaze patterns, natural-looking artificial foliage, and molded decorative details may not be completely identical from one item to another.

Such ordinary variations are not necessarily considered defects.

Likewise, product photographs are intended to provide a useful representation of the merchandise, but differences in lighting, photography conditions, device displays, and screen settings may cause colors to appear somewhat different from the physical product.

3. Damaged or Incorrect Items

Please inspect your package as soon as reasonably possible after delivery.

If you receive an item that is damaged, defective, materially different from the item ordered, or missing from your shipment, contact us at:

wholesale@metroloomstudio.site

Please include:

1. Your full name;

2. Order number;

3. Description of the issue;

4. Photographs of the item;

5. Photographs of the exterior and interior packaging when damage is involved.

For ceramic plates and vases, photographs of the packaging can be particularly helpful because they allow us to understand whether damage occurred during transportation.

We will review the information and determine an appropriate resolution, which may include a replacement, refund, store credit, or another reasonable remedy.

4. Return Authorization

Please contact us before sending any product back.

Do not send merchandise to the return address without receiving return instructions from us. Unauthorized packages may be delayed in processing or may not be accepted.

Approved returns should be securely packaged. Customers are responsible for using reasonable care to protect fragile items during return shipment.

5. Return Shipping Costs

If a return is requested because you changed your mind, ordered the wrong item, no longer want the product, or otherwise have a preference-based reason unrelated to an error or defect, the return shipping cost may be the customer's responsibility.

If the return is necessary because we sent the wrong product, the item arrived damaged, or the merchandise has a qualifying defect, we will work with the customer regarding the appropriate return-shipping arrangement.

6. Refunds

Once an approved return is received and inspected, we will notify you regarding the status of your refund.

Approved refunds are generally issued to the original payment method. The time required for the refund to appear in your account may depend on your payment provider, bank, card issuer, or financial institution.

A refund may not be issued for merchandise that does not satisfy the applicable return requirements.

7. Partial Refunds

In appropriate circumstances, we may offer a partial refund where an item has a minor issue that does not substantially affect its functionality or decorative purpose and the customer chooses to keep the merchandise.

Any partial-refund arrangement will be confirmed with the customer before processing.

8. Exchanges

Where inventory permits, we may offer an exchange for an eligible item. Exchanges are subject to product availability and may require the original item to be returned and inspected first.

If the requested replacement is unavailable, we may instead provide another appropriate resolution.

9. Final Sale and Non-Returnable Situations

Certain merchandise may be identified at the time of purchase as final sale or otherwise non-returnable. Unless otherwise required by applicable law, personalized, specially prepared, or clearly designated final-sale merchandise may not qualify for ordinary returns.

This policy does not limit any rights that cannot legally be waived under applicable Florida or federal law.

10. Return Address

Approved returns should be sent to the following address unless our customer service team provides different instructions:

RETAILNXI, INC.
2015 SW 43RD PLACE
OCALA, FL 34471
United States

11. Contact Us

For return or refund questions, please contact:

Christopher Neil Cephus Jr
Email: wholesale@metroloomstudio.site

We encourage customers to contact us before shipping a return so that we can provide the correct instructions and help prevent unnecessary shipping delays.

12. Policy Changes

Metro Loom Studio may update this Return and Refund Policy from time to time to reflect changes in our business practices, products, technology, or applicable legal requirements. The updated version will become effective when posted on the website unless otherwise stated.

This policy is intended to be interpreted consistently with applicable laws of the State of Florida and applicable federal law.