Product Return and Refund Terms

Follow this return guide: you have 30 days from delivery to request a return of eligible Matilkova items.

1. Start a return

   Email diazalvi1168@gmail.com with your order number, item name, and reason. We reply within 2 business days with return instructions. Unauthorized returns may be refused.

2. Who pays return postage

   Customer pays return shipping unless the return is our error (wrong/defective/incomplete). Original outbound shipping is non-refundable unless we caused the issue.

3. What qualifies
   • Item must be unused, undamaged, and in original condition with all original tags, seals, and packaging (when provided)
   • Proof of purchase (order number) required
   • Final sale, clearance, customized, or personalized items are not eligible (marked on the product page)
   • For hygiene and safety reasons, opened personal-care, beauty, or intimate-use items may be final sale unless defective
4. What does not qualify
   • Items marked final sale or clearance
   • Items that show use, damage, missing parts, or incomplete packaging after delivery
   • Opened personal-care, beauty, or hygiene-sensitive products (unless defective or our error)
   • Digital goods, gift cards, or perishable items (when offered)
   • Returns sent without prior authorization
5. Steps
   1. Email diazalvi1168@gmail.com with order number and reason.
   2. Wait for written authorization.
   3. Ship with tracking to the address we provide.

   Completing each return step in order prevents delays.

6. Refund timing

   After inspection, approved refunds go to the original payment method within 5–10 business days.

   Review the product page for dimensions, materials, and specifications before ordering. Contact us if you need help confirming whether an item fits your needs. For exchanges or replacements, email first so we can confirm availability.