Welcome to Matvana!
Your satisfaction is our top priority. At the same time, we ask for your understanding that returns are only possible under certain conditions. This policy explains the conditions for refunds and returns, as well as the process for requesting them.
Refund Policy
Right to a refund (only for legitimate reasons)
Refunds can only be granted if there is a comprehensible and justified defect or a logistical error on our part – for example:
- damaged products
- incorrectly delivered items
- lost deliveries
A refund request will only be considered if:
- the return within 14 days is requested in writing after the delivery date
- the article in unopened, unused original condition and in the Original packaging is located
- a Proof of purchase (e.g. order number) is present
- the return pre-approved by our customer service team became
Please note:
A refund is not guaranteed and will only be issued after internal review and approval.
Non-refundable items
- Reduced or special offer items
- Already opened food packaging
- Personalized or customized products
- Products without a valid reason for return
Refund procedure
1. Request a return
Send a request to our customer service team at
📧 customer@matvana.com
Please provide the following information:
- Her Order number
- a photo of the article in question
- one comprehensible justification
2. Inspection and return instructions
After your request has been successfully reviewed, you may receive return instructions with the address and further details.
3. Refund
After receipt and positive inspection of the returned goods, the refund will be made within 7–10 working days to the original payment method.
Important:
Unauthorized returns will not be processed.
