Please note that the prices on our Grocery website are guide prices only. The actual price you pay will be the price charged in store at the time your order is picked for delivery. The actual order value cannot be determined until the day of delivery because the prices stated on the website may vary either above or below the prices in store on the day your order is picked and delivered. When your order is delivered you may return any item and receive a full refund if you consider that the difference between the price charged and the guide price shown on the Grocery website is unacceptable.
All prices are inclusive of General Sales Tax where applicable as per Sales Tax Act 1990.The price of the items does not include the service charge which will be charged at the rates applicable to the date, time &province of your delivery. The service charge will be unchanged despite of General Sales Tax increases.
If for any reason beyond our reasonable control, we are unable to supply a particular item, we will not be liable to you. Please note that we will attempt to deliver substitute lines should selected lines be unavailable unless you request us not to do so.
Although we will always try to cater for your orders, an order of large quantities of a line can only be fulfilled at the discretion of the store. For example, if you were to make an order of 10 bottles of any beverage which would use up all that store''s stock, the store may only deliver 5 bottles.
Metro reserves the right to cancel any order for customers, subject to the availability, confirmations or any other issue as deemed fit by the company.
Your order is an offer to buy from us, at any point before the actual delivery, we may decline to supply the goods to you.
The metro-online.pk grocery service is available for non-commercial and domestic use only. We reserve the right to refuse orders from businesses or that we consider are for commercial or other non-domestic concerns.
To ensure availability of all our products customers may be limited to a maximum number of items.
Delivery will be made to the address specified by you on the completed order form.
We will deliver your order to the main entrance of the delivery address. At your request, our driver may carry your order into the delivery address, for example, to a particular floor in an apartment block or into your kitchen but only if:a. the driver has your permission and b. our driver believes that it is safe and practical to do as you request. We always reserve the right to deliver only to the main entrance of the delivery address.
Please note that we deliver goods only to specified regions within Pakistan. Delivery times will be agreed with you at the time of placing your order.
All goods must be signed for on delivery by an adult aged 18 years or over. If we attempt to deliver your order to the delivery address as arranged with you but there is nobody at the delivery address to accept your order, the driver will leave notification of attempted delivery and you will need to contact our Customer Service Centre to re-arrange delivery (see below for contact details).
In these circumstances, if we have to return to deliver the goods, a further charge may become payable provided that delivery is attempted at the agreed time.
Whilst we make every effort to deliver all your goods in the agreed time, we will not be liable if we fail to do so in part or in full due to circumstances beyond our control.
At the time of delivery, you are requested to check your order thoroughly. In case you find the products not fresh and up to the mark you may return the product to our delivery guy.
Please be aware that some products have different return time limits and exceptions. We do not refund certain products due to health and hygiene reasons (such as Fresh, Ultra Fresh and Frozen products);personalized items etc.
In case of price changes when your order is delivered you may return any item and receive a full refund if you consider that the difference between the price charged and the guide price shown on the Grocery website is unacceptable.
If you’re returning an item because, there may be a deduction from your refund if it has been damaged, opened more than necessary to check it’s working, or used more than reasonably expected.
You can cancel or change any of your current orders when you get the confirmation call from our call center. Once the order has been confirmed the order will be pick and delivered to you. Alternatively you can call our Customer Services department on 042 111 METRO (local rate from mobiles). Please note that orders cannot be edited or cancelled by email.
You can make payment using multiple payment methods as specified on our checkout.
Any order that has been placed on Prepayment mode of payment will be delivered on the chosen mode of delivery. If it is home delivery, information saved at the time of checkout will be take in to account by METRO team at the time of delivery.
Customer can always call the helpline to change any part of that information.
If Home Delivery needs to be changed to Self-Pickup mode after placement of order. And the chosen mode of payment is prepaid, following information will be necessary
These measures are precautionary and set for the safety of the customer and his order and minimize the risk of any fraudulent activity.
All refunds (full or partial) for eligible orders are now processed exclusively through METRO Online Gift Vouchers, as described in Section 22 of these Terms and Conditions
Refund Gift Vouchers:
By using the Platform, you acknowledge and agree that:
An account will be considered inactive if no transactions or activity occur for a period of 12 consecutive months. Metro reserves the right to deactivate or mark such accounts as dormant, following prior notification to the account holder. A dormant account may be reactivated upon the customer’s request at [email protected], subject to identity verification and completion of necessary reactivation procedures. Once reactivated, the customer will regain full access to their account, including all associated data, programming, and wallet balance.
These Product Terms shall be governed by and construed in accordance with the laws of Pakistan and any disputes will be decided only by the Pakistani courts.
If any of these Product Terms is held by any court of competent authority to be unlawful, invalid or unenforceable, in whole or in part, this will not affect the validity of the remaining Product Terms which will continue to be valid and enforceable to the fullest extent permitted by law.
Metro Online follows stringent policies for spamming, wrong address, invalid address etc and reserves the right to take policy measures where required. We reserve the right to cancel/invalidate any order without prior notice.
The percentage discount mentioned on the tiles and banners is the maximum discount on that category or campaign. Most of the products will be at a lesser percentage off than the maximum mentioned. Discounted products are limited in quantity and are first come first serve. Metro reserves the right to close any discounts without prior notice.
Please note that the Cheaper Alternatives on our Grocery website are suggested products to help you spend less. You are under no obligation to select an alternative. There may be quality, size, health and ingredient differences between the products suggested. Guide price terms and conditions apply.
In all its publications, the Company strives to observe the copyrights associated with the graphics, video sequences and texts used, or to use its own self-created graphics, video sequences and texts, or to offer graphics, video sequences and texts from the public domain.
The trade names and trademarks used in our Internet presence, which may be protected by third parties, are subject without restriction to the regulations associated with the applicable label rights and ownership rights of their respective registered owners. Simply because a trademark is mentioned, it should not be assumed that it is not protected by third-party rights.
The copyright for any published objects created by the Company remains the property of the Company. Any duplication or use of such graphics, video sequences and texts in other electronic or printed publications is prohibited without the explicit permission of the Company.
With our data privacy declaration and the information we provide on the Internet pages we keep you informed on the purpose for which the data you provide will be used
If you have an order query, please e-mail us at [email protected]
As new reports of COVID-19 continues to develop, the wellbeing and welfare of our customers and our employees remain our utmost priority.
Indeed, these are difficult times for everyone and as the situation continues to evolve, we are taking proactive steps to ensure the welfare of our employees by closely monitoring the situation and deploying health and hygiene global best practices alongside local guidelines and following them accordingly.
Our safety measures have already been implemented at the store and with our delivery agents as recommended by the WHO (World Health Organizations), and we also encourage you to take the following measures to ensure safety of yourself and everyone around you:
To play our part in keeping our employees and customers safe, temperature of all employees is monitored everyday upon arrival at work. Our delivery team has been provided with masks and gloves to wear at the time of delivery of orders. Our vans are also deep cleaned periodically to maintain highest level of cleanliness. Additionally our store premises are sanitized daily including shopping trollies, common areas, and check outs for safe use.
Giftkarte Vouchers shall not be returned or redeemed for Cash from METRO
No Returns Allowed for purchases made through Giftkarte vouchers.
Exchange within 7 days if the product is defective/damaged.
If exchange made for a lesser value, then remaining amount will be forfeited.
If exchange made for a higher value, the difference would need to be paid
All Promotions are valid till stocks last.
Stocks are available on first come first serve basis.
Market say sasta category includes products that are priced lower than market averages of certain top online players and does not include all entities (online or offline) selling those products.
If the customer claims some other website is cheaper for the products in Market say sasta category, METRO Online will credit twice the difference in price to customer in their METRO Wallet. Claim can be made by forwarding us proof in the form of a sale receipt from the other website.
So if a price at our website is Rs. 100 and customer shows us a receipt as proof that it was purchased for Rs. 90 at someplace else. Twice the difference i.e. Rs. 20 will be credited in customer''s Metro Online Wallet for future use.
Cashback will be given only on final delivered value of the order.
Cashback will be given in 2-4 business days of delivery max.
Cashback is either on customer or on order base depending on the campaign.
Cashback is not applicable on orders that have availed existing discount vouchers.
The METRO Online Gift Voucher is valid for:
It can be used:
The metro-online.pk Site is owned and operated by METRO Pakistan (Pvt) Limited (company registration number , NTN 2544314-3, Sales Tax Registration number 03-00-0800-001-73), a company registered in Pakistan whose Head office is METRO Pakistan (Pvt) Limited Thokar Niaz Baig, Multan Road, Lahore