Shipping, returns and refunds
B2B research supply only. Shipping occurs only after account, end-use, jurisdiction, documentation and payment approval.
Fulfillment origin
Approved orders may be dispatched from the operational facility at Vale de Pinta, Estombar, 8400-066, Portugal. This is not the company’s registered office and is not a walk-in or automatic return address.
Shipping and cold chain
The accepted quote identifies destination eligibility, carrier, estimated dispatch window, charges and any temperature-controlled packout. Delivery estimates are not guarantees. Buyers must ensure lawful import, an attended delivery point and immediate transfer to the documented storage condition.
Receipt inspection
On arrival, photograph the unopened outer package, labels, seals, internal packaging and any temperature indicator. Record delivery time and condition. Quarantine affected goods. Notify Ingmar@metatron-marketing.com within 48 hours of visible damage, shortage or suspected temperature excursion, including order number and evidence.
Returns
Do not send material back without written Return Material Authorization and instructions. Temperature-sensitive, hazardous, opened, custom, batch-specific or compliance-controlled goods cannot ordinarily be restocked and are non-returnable for change of mind or buyer error.
Verified non-conformity
If our review confirms that delivered goods materially differ from the accepted order or release specification, we may, at our option and as the buyer’s exclusive contractual remedy, replace the affected goods, issue a credit, or refund the price paid for them and reasonable approved return shipping. Keep goods quarantined until instructed.
Excluded claims
No credit is due for delayed customs clearance, unlawful import, unattended delivery, incorrect address, storage after delivery, use outside instructions, unauthorized return, buyer-method incompatibility, or suspected human/animal use. Mandatory rights that cannot be excluded remain unaffected.
Refund timing
Approved refunds are made to the original payment method where practicable, normally within 10 business days after approval; bank processing may take longer. Taxes and shipping are refunded only where the verified issue or applicable law requires it.
Order cancellation
An inquiry or quote request may be withdrawn before acceptance. After written order acceptance, cancellation requires our written agreement and may be subject to incurred testing, documentation, handling, payment and logistics costs.