Returns & Exchanges

At MATJARRA, we want your shopping experience to be simple and satisfying. If you encounter a problem with your order or product, our customer service is available to assist you.

🔄 Return Conditions

You can request a return if the product received is:

• Defective or damaged upon receipt

• Different from the product ordered

• Incomplete or has a problem noted upon receipt

For a request to be considered, the product must generally be unused and in its original condition, with its packaging and accessories where applicable.

📩 How to request a return?

1. Contact us

Contact our customer service, providing:

• Your full name

• Your order number

• Your phone number

• The reason for your request

For a damaged or non-conforming product, we may ask for photos or a video of the product to process your request.

2. Our team reviews your request

After receiving the necessary information, our team verifies your request and informs you of the procedure to follow.

3. Product return

If the return is accepted, we will provide you with the necessary instructions to return the product.

Do not send a product before receiving instructions from our customer service.

💰 Refund or exchange

Depending on the situation and applicable conditions, we may offer:

• A product exchange

• A product replacement

• A refund, when applicable

The terms and deadlines for refunds may depend on the payment method used and the specific situation.

⚠️ Products excluded from return

Certain products may be excluded from return due to their nature, hygiene rules, or if they have been personalized, opened, or used, in accordance with applicable conditions.

The exact conditions may vary by product. We invite you to check the information on its product page or contact our customer service before placing an order.

📞 A question regarding your return?

Our team is available to help you.

MATJARRA — Everything you need, in one place.

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