Metro Shop Return and Refund Policy

Merchandise items must be returned within 30 days of purchase for exchange or refund, subject to the restrictions and requirements below. For faster return processing, please bring your receipt, the credit or debit card used to make your purchase, and valid photo identification.

Unwashed, unworn, unopened, or defective merchandise purchased at the Metro Center Sales Office Pop-Up Store may be returned at the same location for a full refund.

For any return or exchange, you may be asked for valid photo identification.

Items that are opened or damaged, do not have a receipt, or do not pass our verification process may be denied a refund or exchange.

Items presented for return with the original receipt may receive a refund in the amount of the original purchase price. If you paid for the item using a credit card or debit/cash card, your refund will be made to the card you used to make your purchase.  Due to varying bank policies, please allow two billing cycles for the credit to appear.

Items presented for return without the original receipt may be exchanged for the same item. A refund for a return without a receipt is limited to the lowest advertised price in the 60-day period prior to the return.

Due to health and safety concerns, personal care products cannot be returned even if they are unopened, and no refunds will be issued for such items (i.e. lip balm, hand sanitizer).

Online order items cannot be returned to the Metro Shop store. For issues with products purchased online, please contact Items purchased from the Metro Shop pop-up store at Metro Center Station can only be returned at that location.    

Refunds and exchanges of fare media are not permitted, see the WMATA Tariff for exceptions. Patrons experiencing difficulties with SmarTrip® cards should contact SmarTrip® Customer Service at 1-888-762-7874.

Patrons may exchange unused fare media for SmarTrip® value at the WMATA Sales Office located at the 12th and F Street Mezzanine of Metro Center Station at 607 13th St NW, Washington, DC 20005. No exchange will be made after the start of a pass period or if the fare media already has been activated.

Fare media (except Smart Benefits®) is refundable for cash only when the group or passenger resides outside of a one-hundred (100) mile radius of the District of Columbia and has no reasonable expectation to utilize WMATA service. Proof of residence is required.

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Updated February 20, 2018.