Returns & Refunds Policy
📅 Last updated: April 7, 2025
Thank you for shopping with Matagi. Each product is made to order with care and high-quality materials. Our made-on-demand approach helps reduce waste and supports sustainable production. Please review our return and refund policy below.
Our Promise
At Matagi, we want you to be happy with your purchase. If your order doesn’t meet your expectations due to a manufacturing defect or shipping damage, we’ll make it right.
We also host pop-up stores and mini-events where you can meet us in person and ask questions about your order.
Returns & Refunds for Damaged or Defective Products
If your Matagi product arrives damaged or with a manufacturing defect, please contact us within 7 days of delivery. We'll resolve the issue as quickly as possible.
To request a refund or replacement, email info@matagi.eu with the following:
Once we review your request, we’ll offer a replacement or refund.
Refunds are processed within 5–7 business days via the original payment method.
Non-Returnable Items
Because all Matagi products are custom-made for you, we do not accept returns in the following cases:
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Products that are not defective or damaged
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Items ordered in the wrong size or color by the customer
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Items damaged due to misuse, improper washing, or handling
Order Cancellations
We understand that plans can change. If you wish to cancel an order, contact us within 24 hours of purchase.
⏳ After this window, production begins and we can no longer cancel your order.
Delays or Lost Packages
We work with trusted production and shipping partners to ensure your Matagi order arrives safely. However, occasional delays may occur due to external factors.
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Shipping delay? Contact us at info@matagi.eu, and we’ll provide an update.
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Package lost in transit? We’ll work with our shipping partners to resolve the issue and offer a replacement or refund as needed.
Pop-Up Stores & Events
We believe in real connections. Matagi regularly hosts pop-up stores and mini-events where you can:
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See our products in person
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Ask questions about your order
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Find on-the-spot solutions directly with our team
📍 Stay tuned via our website and social media for upcoming events near you!
How to Contact Us
Your satisfaction is our priority. For questions or concerns regarding your Matagi order, feel free to reach out:
📧 Email: info@matagi.eu
⏱️ Response Time: We aim to reply within 48 hours
