Matwise offers a voluntary 100-day return period, counted from the date you receive your order, for eligible products in supported countries.
For returns under the voluntary 100-day policy, products must be new and unused, with no signs of wear, and should be returned with their accessories and, where reasonably possible, in the original packaging. Please retain your order number or proof of purchase.
This voluntary condition does not restrict statutory cancellation, withdrawal or consumer warranty rights. Where applicable, customers may examine an item as permitted by law; any liability for diminished value is assessed under the applicable law.
Contact help@matwise.com with your order number. We will provide return instructions, the correct return address and a prepaid return shipping label for eligible returns. Please contact us before sending a parcel so it can be processed correctly; this does not limit your right to give notice of statutory withdrawal.
Matwise covers the cost of standard return shipping for returns accepted under the voluntary 100-day policy, using the return method we provide. Extra costs of another shipping method chosen without prior agreement may not be reimbursed.
Consumers in the EU and the UK generally have a statutory right to withdraw from eligible distance purchases within 14 days of receiving the goods, subject to applicable legal exceptions. Our voluntary 100-day policy is additional to, and does not replace or reduce, those rights. Where statutory rules provide different conditions or refund deadlines, the mandatory rules apply.
If an item arrives damaged, defective or incorrect, contact help@matwise.com and provide the order details and, where helpful, photos. We will arrange a solution in line with applicable law. The unused-product condition above does not apply to statutory claims for defective or non-conforming goods.
We do not offer direct exchanges as a standard service. If you want another variant, you can request a return under the applicable conditions and place a new order. Your statutory rights are unaffected.
We will confirm the outcome after processing the return. Approved refunds are sent to the original payment method, normally within 14 days of approval, or earlier where required by law. The time needed by your bank or payment provider to display the funds may vary. For statutory withdrawal, we follow the applicable legal refund deadlines and rules.
Products made or personalised to a customer's individual specifications may be excluded from voluntary returns and, where the law permits, from the statutory right of withdrawal. Any applicable exception will be communicated before purchase. Your statutory rights relating to faulty or non-conforming goods remain unaffected. Discounted products are not excluded from statutory rights merely because they are on sale.
Matwise
Business address: Pieskowa Skała 13/104, 02-699 Warszawa, Poland
Email: help@matwise.com
For the return-shipping address, please contact us for return instructions and a prepaid label.
