Refund policy

Returns

We are sorry that our did not live up to your expectations. You are eligible to return the product within 14 days. If 14 days have gone by since you’ve received your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. That means that in the period of making a decision, you handle the packaging and product with care. The product might be used to the extent required to judge whether you’d like to keep it or not. However it is essential that the are not signs of wear on the items, including, but not limiting to:

  • damages from tobacco smoke
  • damages from perfumes and other strong smells
  • other visible or non-visible marks that are hard to get rid of and stay on the products

How to return the products?

  • send us an email at info@matuu.eu that you’d like to return an item
  • return the item by mail to our company address:
    • Matuu
      A.Dorsmanstraat 65
      1067XA Amsterdam
      Netherlands

attaching the proof of purchase and a filled in Return form, available at: https://goo.gl/chqF9M

  • Please keep in mind that we will only accept products sent within 14 days since you’ve received the goods. You are responsible for returning the products on time and it is your responsibility that the time requirement has been met.
  • You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you are shipping an item over €75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
  • Upon receival of the returned items, if applicable, we will refund you within 14 working days

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted: (if applicable)

* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

* Any item that is returned more than 14 days after delivery

* Made to measure items or items that have hygiene packaging or seals which have been removed cannot be returned. All made to measure items are discussed with the client beforehands and we will require your acceptance before shipping the product. If you are not satisfied with the received product, you can always file a complaint.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 working days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at roksana@matuu.eu.

Shipping

To return your product, you should mail your product to: Matuu  A.Dorsmanstraat 65, Amsterdam, NH, 1067XA, Netherlands.