Refund policy

At Matvera, customer satisfaction is important to us. We understand that an item may not always meet your expectations or that circumstances may change after an order is delivered.

This Return & Refund Policy explains the conditions and procedures applicable to returns and refunds for purchases made through Matvera.website.

1. 30-Day Free Return Policy

Matvera offers eligible customers a 30-day free return period.

You may request a return within 30 days from the date your order is confirmed as delivered.

To qualify for a return, the item should generally be:

In its original or substantially unchanged condition
Unused beyond reasonable inspection
Free from intentional damage or excessive wear
Returned with included components and accessories
Accompanied by proof of purchase or a valid Matvera order number

We understand that customers may need to inspect a product after delivery. Reasonable inspection is acceptable; however, products showing significant use, misuse, contamination, or avoidable damage may not qualify for a full refund.

2. How to Request a Return

Before returning an item, please contact us at:

support@matvera.website

Your return request should include:

Your full name
Order number
Email address used for the order
Product you wish to return
Brief reason for the return

If the product arrived damaged, defective, or incorrect, please also provide clear photographs showing the product and, where relevant, the shipping packaging.

Our customer support team will review your request and provide return instructions.

Please do not send products to our business address without receiving return instructions from Matvera. The appropriate return location may vary depending on the product and fulfillment arrangement.

3. Free Returns

Eligible returns approved under this policy are free of return charges to the customer.

Matvera will provide applicable return instructions or another approved return solution.

A return must follow the instructions provided by our support team. Matvera cannot guarantee reimbursement for independently arranged return shipping or products sent to an unauthorized location.

4. Damaged or Defective Products

Please inspect your order after delivery.

If your item arrives damaged or appears to have a manufacturing defect, contact us as soon as reasonably possible at support@matvera.website.

Include your order information and clear photographs of the issue.

After reviewing your claim, we may offer an appropriate resolution, which may include:

A replacement
A refund
Another reasonable solution agreed upon with the customer

Normal wear and tear, accidental damage, improper storage, misuse, or damage caused by failure to follow available product care information is not considered a manufacturing defect.

5. Incorrect Items

If you receive a product that differs from the item confirmed in your order, please contact our support team.

Do not intentionally use or alter the incorrect product before contacting us.

We will review the order and provide an appropriate resolution at no additional cost when the fulfillment error is confirmed.

6. Non-Returnable Items

Certain products may not be eligible for return where prohibited by law or due to health, hygiene, safety, or product condition considerations.

Products may also be refused for return if they:

Show substantial signs of use
Have been intentionally modified
Have been damaged through misuse
Are missing significant components
Were not purchased directly from Matvera.website
Are returned without prior authorization where authorization is required

Any applicable non-returnable condition will be communicated where reasonably necessary.

7. Refund Processing

Once a returned product is received and reviewed, we will notify you regarding the status of your refund.

Approved refunds are issued to the original payment method used for the purchase.

After a refund is processed by Matvera, your bank, card provider, or payment institution may require additional processing time before the funds appear in your account.

These external processing times are outside Matvera's direct control.