Política de reembolso

RETURNS & REFUNDS POLICY

Effective as of 19 September
Contact: love@matriskinonline.com

We want you to love your Matriskin products. If something isn’t right, we’ll help you make it right—quickly and at no cost to you.

 

 

1) RETURN ELIGIBILITY (GLOBAL)

  • 30-day window: You have 30 days from delivery to request a return.

  • Condition: For cosmetics and personal-care products, items must be unused, unopened, and in original packaging with any tamper-evident seals intact.

  • Proof of purchase: A valid order number or receipt is required.

  • Bundles/sets: Must be returned in full, unopened and sealed as received.

  • No exclusions: We do not apply final sale restrictions — all standard products are eligible under this policy if unopened.

Allergic reactions / sensitivities: If you experience a reaction, stop use immediately and email love@matriskinonline.com with your order number, photos, and a description of what happened within 14 days of delivery. Because opened products cannot be resold, refunds are not guaranteed; we’ll assess case-by-case (e.g., store credit or guidance) and may request disposal instead of return for safety.

 

 

2) HOW TO START A RETURN (RMA REQUIRED)

  1. Email love@matriskinonline.com with your order number, the item(s) you wish to return, unopened-status confirmation, and reason.

  2. If approved, we’ll issue a Return Merchandise Authorization (RMA), instructions, and the correct return address. Please do not send items without an RMA—such packages will be refused.

  3. Timing: Once an RMA is issued, you must ship the parcel within 14 days. Use the label we provide (if applicable) and keep the drop-off receipt.

Return addresses (fill in as applicable):

  • EU/UK returns: [INSERT EU RETURNS ADDRESS – FRANCE WAREHOUSE]

  • Rest of world returns: [INSERT ROW RETURNS ADDRESS]
     We will confirm the correct address in your RMA email.

 

 

3) RETURN SHIPPING

  • Free return shipping worldwide: We cover the cost of return shipping in all cases.

  • No restocking fee: You will never be charged a handling or restocking fee.

  • Original shipping fees, duties & taxes: These are non-refundable unless required by law.

 

 

4) DAMAGED, DEFECTIVE, OR WRONG ITEM

Please inspect your order on arrival. If something is damaged, defective, leaking, missing, or incorrect, email love@matriskinonline.com within 30 days of delivery with:

  • Order number,

  • Photos of the outer box, shipping label, inner packaging, and the product showing the issue,

  • A brief description.

We’ll investigate and offer a replacement, refund, or credit as appropriate.

 

 

5) LOST IN TRANSIT

If tracking shows no movement or a parcel is declared lost, contact us:

  • Domestic (same-region) shipments: within 30 days of the last scan.

  • International shipments: within 45 days of the last scan.

We’ll open a carrier claim and resolve with replacement or refund once the claim outcome is clear.

 

 

6) EXCHANGES

We don’t hold inventory for direct swaps. Please return the unopened item (once approved) and place a new order for the item you want.

 

 

7) REFUNDS & TIMELINES

  • Inspection: We process returns within 5–10 business days of receiving your parcel.

  • Approval: If approved, we’ll refund to your original payment method.

  • Posting time: Your bank or card issuer may take additional time to post the refund.

  • If it’s been 15 business days since we approved your refund and you don’t see it, email love@matriskinonline.com.

We may reject returns that arrive used/opened, missing components, if we suspect improper or fraudulent behaviour, past the return window, without an RMA, or damaged due to improper packing.

 

 

8) REGIONAL RIGHTS & NOTICES

European Union & United Kingdom

  • 14-day right of withdrawal: You have a legal right to cancel most online purchases within 14 days of delivery without reason.

  • Hygiene exception: This right does not apply to sealed goods not suitable for return for health or hygiene reasons once unsealed (e.g., opened products).

  • If you withdraw within 14 days and the product is unopened/sealed, we will refund the product price and the standard outbound shipping cost (where required by law). Return shipping is free under our global policy.

United States

  • You retain all rights under federal and applicable state consumer protection laws. The above rules (unopened/unused for hygiene) apply unless state law mandates otherwise.

Other Countries

  • We follow any mandatory local consumer protection rules in your country, including defect remedies and cooling-off rights where applicable and subject to hygiene exceptions.

 

 

9) UNDELIVERABLE / REFUSED PACKAGES

Packages returned to us as undeliverable, unclaimed, or refused may be refunded. Original shipping costs may be deducted where permitted by law, but we will never charge additional fees.

 

 

10) CONTACT

Questions about a return or refund?
 love@matriskinonline.com