Refund policy

At Matique, we want you to feel comfortable ordering from our store. If your purchase is not right for you, eligible items may be returned within 30 days of delivery.

30-Day Return Period

You have 30 days from the date your order is delivered to request an eligible return.

To qualify for a return, the item should generally be in the same condition in which it was received, unused or unworn where applicable, and returned with any original packaging, accessories, or components supplied with the product.

A receipt, order confirmation, or other proof of purchase may be requested.

Free Returns

Matique provides free returns for eligible approved returns under this policy. Customers should contact us before sending an item back so that we can provide the correct return instructions.

Please do not send products to our business address without first receiving return instructions from our customer support team. Unapproved returns may experience processing delays.

To begin a return, email:

support@matique.sbs

Please include your order number, the item you wish to return, and a short explanation of your request.

Damaged, Defective, or Incorrect Items

Please inspect your order after delivery. If an item arrives damaged, defective, or different from what you ordered, contact us as soon as reasonably possible.

Including clear photographs of the product, packaging, and shipping label can help us assess the issue more efficiently.

When a claim is verified, we will work with you toward an appropriate solution, which may include a replacement, refund, or another remedy depending on the circumstances.

Non-Returnable Items

Certain products may not be eligible for return for health, hygiene, safety, customization, or other reasonable considerations. Personalized or custom-made products generally cannot be returned simply because of a change of mind unless they arrive damaged, defective, or incorrect.

We will clearly communicate any product-specific return restrictions where applicable.

Nothing in this policy is intended to limit rights that cannot legally be excluded under applicable consumer protection laws.

Refunds

Once an approved return is received and inspected, we will notify you of the outcome.

If approved, the refund will generally be issued to the original payment method. Financial institutions and payment providers may require additional processing time before the refunded amount appears in your account.

Original expedited shipping fees or other optional delivery charges, if any were purchased separately, may not be refundable unless required by applicable law or the refund results from an error attributable to us.

Cancellations

If you wish to cancel an order, contact us promptly at support@matique.sbs.

We will make reasonable efforts to accommodate cancellation requests. However, once an order has entered fulfillment or has been transferred to the carrier, cancellation may no longer be possible. In that case, you may request a return after receiving the order, subject to this policy.

Exchanges

Availability of direct exchanges may depend on inventory and the circumstances of the request. In some situations, the simplest solution may be to return an eligible item and place a new order.