Pravidlá poskytovania refundácií

Return & Refund Policy

Effective Date: 13.3.2025

At Matase, we take great pride in crafting handmade, high-quality products with care and attention to detail. If, for any reason, you are not satisfied with your purchase, we’re here to help!

Returns

We accept returns under the following conditions:

• You must request a return within 14 days of receiving your order.

• Items must be unused, unworn, and in their original condition with all packaging intact.

• Personalized or custom-made items are non-returnable, unless they arrive damaged or defective.

• You are responsible for return shipping costs unless the item was faulty or incorrect.

 

How to Initiate a Return

1. Email us at w.matase@gmail.com with your order number and reason for return.

2. Once approved, we will provide you with return instructions.

3. Ship the item back to us within 14 days of approval.

4. After inspection, we will process your refund or exchange within 5-7 business days.

Refunds

• Once we receive and inspect the returned item, we will notify you about your refund status.

• Approved refunds will be issued to your original payment method within 5-10 business days.

• Shipping costs are non-refundable, except in cases of defective or incorrect items.

Damaged or Defective Items

We take great care in packaging our products, but if your order arrives damaged:

• Please contact us within 48 hours of receiving your package.

• Send photos of the damaged item and packaging to w.matase@gmail.com.

• We will offer a replacement or a full refund, depending on availability.

Exchanges

If you wish to exchange an item, please follow the return process first. Once we receive your return, you may place a new order for the desired item.

Non-Returnable Items

The following items cannot be returned or refunded:

• Custom or personalized orders

• Gift cards

 

For any questions regarding our return and refund policy, feel free to reach out to us at w.matase@gmail.com.

Thank you for supporting Matase!