Refund & Returns Policy
We want you to shop with confidence. This policy explains when and how you can get a refund or return an item on MataShop. It applies in addition to your statutory consumer rights.
1. Order issues covered
- Not received after the stated delivery window;
- Not as described — wrong item, damaged, defective, or significantly different from the listing;
- Faulty within the warranty period shown on the listing;
- Subject to an unauthorized or duplicate charge.
2. How to request a refund
- Open your order in Account → My Orders, or contact us via live chat / email.
- Provide the order number (starts with
SC) and photos of the item where relevant. - We aim to respond within 24–48 hours and resolve most claims within 3–7 business days.
3. Change of mind / returns
Where a listing supports returns, you may request a return within 7 days of delivery in unused condition. Return shipping is paid by the buyer for change-of-mind returns unless the item is faulty or not as described. Some categories (perishables, personalized goods, hygiene items) may not be returnable for health and safety reasons, as noted on the listing.
4. Refund method & timing
Approved refunds are returned to the original payment method. Card and wallet refunds typically appear within 5–10 business days depending on your bank or payment provider; marketplace credit is applied immediately.
5. Seller disputes
For third-party seller orders, MataShop mediates disputes and will refund eligible orders where the seller does not resolve the issue. Our buyer protection applies to orders paid through the MataShop checkout.
6. Contact
Email [email protected] or use in-app live chat. See also our Terms of Service and Privacy Policy.