Return & Refund Policies
Return & Refund Policies
Cancellation
If your order has not been processed yet, we will gladly assist you in changing or replacing the items in your order.
Order cancellations are accepted only before the order has been shipped. A cancellation fee of 10% of the total order value will apply to all approved cancellations. Unfortunately, once an order has been shipped, it can no longer be canceled.
Returns
Our return policy lasts 7 days from the date you receive your purchase. If 7 days have passed since delivery, unfortunately, we are unable to offer a refund or exchange.
To be eligible for a return, your item must:
- Be unused and in the same condition that you received it
- Be returned in the original packaging
- Include proof of purchase or receipt
Please do not send your purchase back to the manufacturer.
Return Address
If you need to return an item to us, please use the following return address:
1012 Marquez Place
Ste. 106-B
Santa Fe, NM 87505
Non-Returnable Items
Certain types of products cannot be returned, including but not limited to:
- Gift cards
- Downloadable software products
- Some health and personal care items
- Perishable goods such as food, flowers, newspapers, or magazines
- Intimate or sanitary goods
- Hazardous materials or flammable liquids and gases
Partial Refunds (If Applicable)
In certain situations, only partial refunds may be granted, including:
- Books with obvious signs of use
- Opened CDs, DVDs, VHS tapes, software, video games, cassette tapes, or vinyl records
- Items not in their original condition, damaged, or missing parts for reasons not caused by our error
- Items returned more than 30 days after delivery
Refunds (If Applicable)
Once your return is received and inspected, we will send you an email confirming receipt of the returned item. We will also notify you whether your refund has been approved or rejected.
If approved, your refund will be processed and automatically applied to your original payment method within several business days. Processing times may vary depending on your bank or payment provider.
Late or Missing Refunds
If you have not received your refund yet:
- Check your bank account again
- Contact your credit card company, as it may take some time before the refund is officially posted
- Contact your bank, as processing times can vary
If you have completed all of these steps and still have not received your refund, please contact us at:
payment@matetideresin.com
hello@matetideresin.com
finance@matetideresin.com
Sale Items
Only regular-priced items may be refunded. Unfortunately, sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please contact us at:
Our support team will provide further instructions regarding the exchange process.
Shipping
Customers are responsible for paying their own shipping costs for returning items. Shipping costs are non-refundable. If a refund is approved, the cost of return shipping may be deducted from your refund.
The time required for exchanged products to reach you may vary depending on your location.
