1) Right of withdrawal (EU/UK)
Consumers in the EU and the UK have the right to cancel orders within 14 days of receipt without giving reasons.
Requirements:
- Goods are complete, unused and in the Original packaging
- Return is made within the deadline after exercising the right of withdrawal
- Proof of purchase (order number) is available
Exceptions to the right of withdrawal (statutory):
- Personalized or custom-made products
- Sealed goods from the hygiene/health sector if the seal has been removed after delivery
- Goods which, due to their nature not suitable for return are
A notice: For Orders outside the EU/UK (e.g. USA) There is no legal right of withdrawal. Returns are only possible after individual review and approval possible. The right of withdrawal applies in addition to statutory warranty rights.
2) Refund in case of defects or logistical errors (worldwide)
Regardless of the right of withdrawal, we will provide a refund if one of the following cases applies:
- Damaged Products upon arrival
- Incorrectly delivered Article
- Lost Shipments (confirmed by the shipping service)
Requirements:
- Report within 14 days after delivery (or after knowledge in case of loss)
- Photo documentation of the defect (in case of damage/incorrect delivery)
- Prior approval through our customer service
Applies to EU, UK, USA and all other supplied countries.
3) Non-refundable items
- Reduced or Special offer items (unless defective)
- Open Food/cosmetic packaging (hygiene)
- Personalized or custom-made products
- Products without a valid reason for return outside the right of withdrawal
4) Return / Refund Process
1. Make an inquiry
By email to customer@matvana.com with:
- Order number
- Product name
- Photo(s) in case of defects/damage
- Short description (cancellation or defect)
2. Testing & Instructions
After checking, you will receive a Return instructions with address and deadline. Returns without prior authorization cannot be assigned. For USA/International can different addresses apply.
3. Return
Send the goods securely packaged and – where possible – with Shipment tracking back.
4. Refund
After receipt and positive review, we will refund within 7–10 working days on the original payment method.
5) Return costs
- Revocation (EU/UK): The immediate Return costs is borne by the customer, unless otherwise stated.
- Defect/incorrect delivery/loss (worldwide): Return costs will be borne by us assumed/reimbursed.
- USA/other countries outside EU/UK: Return costs and process are case-related determined; in case of proven error or defect we cover the costs in whole or in part.
6) External fulfillment warehouses
For items shipped via external logistics partners (e.g. Amazon), different return addresses apply. We will communicate these in the approval. Packaging can be neutral.
7) Unauthorized returns
Returns without prior permission cannot be processed and will delay the refund.
contact
Questions about returns or refunds: customer@matvana.com