Refund policy

At MATEEVS, we want every experience to feel exceptional from the moment your order arrives. We carefully inspect and package every order before dispatch. However, should you need assistance with a return, damaged item or refund, our customer support team will be happy to help.

Returns

You may request a return within 14 days of receiving your order.

To be eligible for a change-of-mind return:

• The product must be unopened and unused
• Any protective seal must remain intact
• The product must be returned in its original packaging
• The item must be in a resalable condition
• Proof of purchase or your MATEEVS order number must be provided

Due to the personal nature of fragrance products, opened, used or unsealed products cannot normally be accepted for change-of-mind returns, except where the product is faulty, damaged, incorrect or where otherwise required by applicable law.

Your statutory consumer rights are not affected.

How to Request a Return

To request a return, please email us at sayhi@mateevs.com

Please include:

• Your full name
• Your order number
• The product you wish to return
• The reason for the return

Please do not send a product back before contacting us. Once your return request has been approved, our customer support team will provide the appropriate return address and return instructions.

Approved items should be returned within 14 days of receiving our return instructions.

Return Shipping Costs

For change-of-mind returns, customers are responsible for the cost of returning the product.

We recommend using a tracked delivery service and retaining proof of postage until your refund has been completed. MATEEVS cannot be responsible for returned parcels that are lost or damaged before reaching our fulfilment centre.

Where an item is confirmed to be faulty, damaged, defective or incorrect, MATEEVS will cover reasonable return shipping costs or provide an appropriate return method.

Damaged, Faulty or Incorrect Items

Please inspect your order shortly after delivery.

Where your order arrives damaged, faulty, defective or incorrect, please contact us as soon as possible at: sayhi@mateevs.com

Please include your order number and clear photographs showing the product, packaging and any damage or issue.

Once the issue has been reviewed, we may offer an appropriate replacement, refund or other resolution.

This policy does not limit or exclude any rights available to you under applicable consumer law.

 

Refunds

Once your returned item has been received and inspected, we will notify you by email whether your refund has been approved.

Approved refunds will be issued to the original payment method within 5–10 working days.

Your bank, card issuer or payment provider may require additional time to process and display the refund in your account. Processing times are outside the control of MATEEVS.

Where applicable under consumer law, standard outbound delivery charges will also be refunded. Additional delivery charges resulting from the selection of an upgraded or express delivery service may not be refundable.

Exchanges

We do not currently offer direct product exchanges.

Where eligible, you may return an item in accordance with this policy and place a new order for your preferred product.

Non-Returnable Items

The following items cannot normally be returned for a change-of-mind refund:

• Products that have been opened, used or unsealed
• Products that are not in their original packaging
• Products showing signs of use, damage or alteration after delivery
• Complimentary gifts or promotional items
• Products marked as final sale, where permitted by applicable law

This does not affect your legal rights where a product is faulty, damaged, defective, incorrect or not as described.

Order Cancellations

Where your order has not yet entered processing or dispatch, please contact us as soon as possible at: sayhi@mateevs.com

We will make reasonable efforts to accommodate cancellation requests. However, we cannot guarantee that an order can be cancelled once fulfilment has begun.

Where an order has already been dispatched, you may request a return after delivery in accordance with this policy.

Contact Us

For questions regarding returns or refunds, please contact:

Email: sayhi@mateevs.com