E-Commerce Terms and Conditions

Metro Retail Stores Group, Inc. – E-Commerce Sales Platforms

These Terms and Conditions shall govern the E-Commerce Sales Platforms of Metro Retail Stores Group, Inc. (“MRSGI”).

The following are the E-Commerce Sales Platforms of MRSGI:

  • Click and Pick Up
  • Click to Deliver
  • Call or Text or Viber Message and Pick Up
  • Call or Text or Viber Message to Deliver

I. How to Order

1. Click and Pick Up

a. Click and Pick Up via MRSGI Online Order Form (OOF)

  1. Access the MRSGI OOF link and accomplish and transmit the form
  2. Wait for the confirmation call to finalize your order
  3. After receiving the confirmation call, pay the total amount relayed by the Order Caller plus the concierge fee of Php95.00 per OOF (for orders amounting to Php5,000 and below. The Php95.00 concierge fee shall not be charged for orders above Php5,000); and pick up your order at the designated Store counter once your order has been confirmed to be ready for pick up

b. Click and Pick up via ShopMetro Shopping Portal

  1. Access the online shopping portal at https://shopmetro.ph/
  2. Select your preferred participating Store and click “Shop Here”
  3. Log-in using your account. First time users shall be asked to create an account
  4. Browse for your preferred items and click “Add to Cart.” You may also add the item/s in your shopping list by clicking, “Add to shopping list”
  5. To check out, go to your Cart and click “Checkout”
  6. To continue, click “Proceed to checkout”
  7. For Metro Rewards Club members, indicate your MRC Card Number
  8. Select preferred pick-up date
  9. For additional orders that are not found in the online shopping portal, you may write it in the “Order Notes” box provided
  10. Select mode of payment (Payment on pick-up or Online Payment)
  11. Click the “Terms & Conditions”
  12. Double check the details of your orders and click “Place Order”
  13. Wait for the confirmation call from the Store’s Order Caller to finalize your order
  14. After receiving the confirmation call, pay the total amount relayed by the Order Caller plus the concierge fee of Php95.00 per OOF (for orders amounting to Php5,000 and below); and pick up your order at the designated Store counter once your order has been confirmed to be ready for pick up

2. Click to Deliver

a. Click to Deliver via MRSGI OOF

  1. Access the MRSGI OOF link and accomplish and transmit the form
  2. Wait for the confirmation call to finalize your order
  3. After receiving the confirmation call, pay the total amount relayed by the Order Caller plus the concierge fee of Php95.00 per OOF (for orders amounting to Php5,000 and below) and the corresponding delivery fee online and wait for the items to be delivered at your specified delivery address

b. Click to Deliver via ShopMetro Shopping Portal

  1. Access the online shopping portal at https://shopmetro.ph/
  2. Select your preferred ShopMetro Shopping store and click “Shop Here”
  3. Log-in using your account. First time users shall be asked to create an account
  4. Browse for your preferred items and click “Add to Cart”
  5. To check out, go to your Cart and click “Checkout”
  6. To continue, click “Proceed to checkout”
  7. For Metro Rewards Club members, indicate your MRC Card Number
  8. Select preferred delivery date
  9. For additional orders that are not found in the online shopping portal, you may write it in the ‘Order Notes’ box provided
  10. Select “Online Payment” as mode of payment
  11. Click the “Terms & Conditions”
  12. Double check the details of your orders and click “Place Order”
  13. Wait for MRSGI’s confirmation call to finalize your order
  14. After receiving the confirmation call, pay the total amount plus concierge fee and delivery fee online through acceptable payment options

3. Call or Text or Viber Message and Pick Up

  1. Call, Text, or Viber Message your preferred participating Store and make your order
  2. Wait for our confirmation call to finalize your order
  3. After receiving the confirmation call, pay the total amount relayed by the Order Caller plus the concierge fee of Php95.00 per OOF (for orders amounting to Php5,000 and below); and pick up your order at the designated Store counter

4. Call or Text or Viber Message to Deliver

  1. Call, Text, or Viber message your preferred participating Store and make your order
  2. Wait for our confirmation call to finalize your order
  3. After receiving the confirmation call, pay the total amount plus concierge fee and delivery fee online through acceptable payment options and wait for delivery
Important: MRSGI reserves the right, at its sole option and absolute discretion, to decline or cancel an order at any time. All orders received within the Store receiving cut off time of 2:00 PM will be processed and served within the day. Otherwise, orders will be served on the next day.

II. Order Payment and Pick-up/Delivery Processing

A. Order Payment and Pick-up Procedures

  1. The customer or his authorized representative shall proceed to the Store’s Claiming Area and present a valid ID/authorization letter
  2. The Checker shall validate the identity of the customer or authorized representative
  3. Once validated, the customer/authorized representative shall inspect and check that all ordered items are complete, correct, in good order and condition, not expired, and free from any defects or damages
  4. After inspection, the Checker shall call a Sales Support Utility Staff to bring the ordered items to the Cashier for payment
  5. Customer/authorized representative shall pay in full through cash, credit card, debit card or any acceptable mode of payment
  6. The Cashier shall generate and provide the Official Receipt (OR)
  7. The Sales Support Utility Staff shall pack/bag the ordered items in the presence of the customer
  8. Upon turnover, the customer/authorized representative shall sign the MRSGI “Acknowledgement Receipt”

B. Order Payment and Delivery Procedure

  1. During the confirmation call, the Order Caller shall summarize the total amount including concierge fee and delivery charge
  2. The customer shall confirm the online payment option and proceed to payment
  3. Upon payment confirmation, the Order Caller shall ask the Sales Support Utility Staff to pack/bag the ordered items
  4. Note: Bulky items (weighing at least 50 kg) shall not be accepted for delivery
  5. The Order Caller shall endorse delivery details to the Delivery Coordinator
  6. The Delivery Coordinator shall counter check completeness, take photos of items, and contact customer for confirmation
  7. Once confirmed, the Delivery Coordinator shall seal the package, print a label, and take another photo
  8. The Delivery Coordinator shall book delivery through MRSGI’s authorized delivery service provider
  9. The Delivery Coordinator shall advise the customer that the order is ready for delivery with driver details

III. How to Pay

A customer shall pay for his/her order through any of the following modes of payment:

1. In-store Payment

Please refer to the Order Payment and Pick-up/Delivery Processing Procedures as mentioned in Section II above.

2. Third Party Online Payment Facility

Accepted payment methods include:

  • Visa, Mastercard, JCB credit card
  • GCash e-wallet
  • PayMaya e-wallet

Under the Third Party Online Payment Facility, the customer will receive an email notification that the payment is received and the order is ready. For any payment problems, the customer must directly contact the third party online payment provider as MRSGI will not be liable for any inconveniences or payment issues.

IV. How to Receive the Orders

A. Pick-Up Option

A customer may pick up his order from his preferred Metro Store pick-up location and proceed to the Store Claiming Area. The customer/authorized representative must inspect the ordered items to determine that all merchandise are complete and correct before receiving them. To receive the order, the customer must sign the MRSGI Acknowledgment Receipt signifying the completeness and correctness of the order.

Important: MRSGI shall not be liable for any defects and/or damages to the merchandise, and discrepancies and/or shortages in the received orders, after the merchandise is received by the customer or his authorized representative.

B. Delivery Option

A customer has the option to have ordered items delivered to the specified delivery address through MRSGI’s authorized delivery service provider. The Store’s Order Caller and Delivery Coordinator shall coordinate with the customer to ensure all merchandise are complete and correct before endorsing the sealed package to the delivery provider.

Important: MRSGI shall not be liable for any defects and/or damages to the merchandise, and discrepancies and/or shortages in the received/delivered orders, after the merchandise is turned over to the authorized delivery service provider and received by the customer.

V. Return and Exchange Policy

A customer can only return a received merchandise and ask for a refund or have it exchanged with another item if the merchandise has hidden defects. Customer agrees that MRSGI has the sole option and prerogative to either make a refund or exchange the returned item.

Exchange Guidelines

To be eligible for an exchange, the returned item must meet the following conditions:

  • Must be unused, properly sealed, and in its original packaging
  • Price tag must still be intact and untampered
  • Must be returned with original official receipt or proof of purchase
  • Must be returned within seven (7) calendar days from the date of purchase
Note: MRSGI will not allow any exchange of merchandise for the reason that the customer has changed his mind.

VI. Cancellation and Modification of Orders

The customer may modify or cancel his order at anytime before payment has been made. Once payment has been made, the customer will no longer be allowed to cancel or modify the order, unless declined or cancelled by MRSGI.

If a customer has already paid for the order before it was declined or cancelled by MRSGI, MRSGI will refund the payment in full upon validation of the customer’s proof of payment. The refund shall be made within seven (7) calendar days from actual and complete validation by MRSGI of the customer’s payment. However, the turnaround time for the refund may be extended due to circumstances beyond the control of MRSGI.

VII. Intellectual Property Rights

All intellectual properties and contents made available under the E-Commerce Platforms such as but not limited to brand names, logos, marks, images, graphics, and texts, are exclusively owned by MRSGI. A customer is prohibited from downloading, storing, using, distributing, copying, reproducing, selling, licensing, modifying, publishing, adapting, editing, creating any derivative works, or manipulating the above-mentioned intellectual properties and contents, without the express and prior written consent of MRSGI.

VIII. Amendments

MRSGI has the right and prerogative to amend these Terms and Conditions at any time without need of a prior written notice to the customer.

IX. Non-Waiver of Remedies

No failure or delay on the part of MRSGI to exercise any right or remedy under these Terms and Conditions shall operate as a waiver thereof, nor shall any single or partial exercise of any right or remedy preclude any other or further exercise thereof.

X. Severability

If any of these Terms and Conditions is held by a court of competent jurisdiction to be illegal, invalid, or unenforceable, the remaining provisions shall remain in full force and effect.

XI. Governing Law

These Terms and Conditions are governed by Philippine laws. All suits, complaints, and causes of action arising from these Terms and Conditions, shall be brought before the proper courts of Mandaue City, Cebu, to the exclusion of all other courts, venues or tribunals wherever located.

XII. Entirety

This Agreement embodies all the terms and conditions agreed upon between the parties as to the subject matter of this Agreement and supersedes and cancels in all respects all previous representations, warranties, agreements and undertakings.

XIII. Binding Effect

This Agreement shall be binding upon and inure to the benefit of the successors and permitted assigns of the parties hereto.

Annexes

Annex “A”: ShopMetro Order Form

ShopMetro Order Form

Annex “B”: Acknowledgment Receipt

Acknowledgment Receipt

Annex “C”: MRSGI Delivery Rates

Delivery Rate Starts At

Php 200.00

*Rates may vary depending on delivery location and order weight

By using our E-Commerce Sales Platforms, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.

Questions about our terms? Contact our customer support team

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