Refund policy
Refund & Return Policy
At MATA Beauty, we want you to feel confident with your purchase. If you are not completely satisfied, we’re here to help.
## Return Window
We offer a 14-day return policy. This means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must:
- be unused and in its original condition
- include original packaging and tags
- include proof of purchase or receipt
Please note that this policy does not affect any statutory rights you may have under applicable consumer protection laws.
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## Starting a Return
To request a return, please contact us at:
hello@matabeauty.com
Return requests must be approved before items are sent back.
Approved returns should be sent to:
MATA Beauty
71–75 Shelton Street
Covent Garden
London, WC2H 9JQ
United Kingdom
Please note: returns sent without prior approval will not be accepted.
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## Damaged, Defective, or Incorrect Items
Please inspect your order upon arrival.
If your item arrives damaged, defective, or incorrect, contact us within 48 hours of delivery with:
- clear photos of the item
- photos of the packaging
- your order number
We will review the issue and work to resolve it as quickly as possible.
Your statutory rights relating to faulty, damaged, or incorrectly described goods are not affected by this policy.
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## Non-Returnable Items
For hygiene and safety reasons, certain opened or used personal care products may not be eligible for return where permitted by applicable law.
The following items may also be non-returnable:
- gift cards
- personalized or custom products
- hazardous materials or flammable products
If you are unsure whether your item qualifies for a return, please contact us before sending it back.
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## Exchanges
We currently do not process direct exchanges.
If you would like a different item, we recommend returning your approved item and placing a new order separately.
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## UK & European Union Cooling-Off Period
Customers in the United Kingdom and European Union may have a legal right to cancel qualifying online purchases within 14 days of receiving the goods, subject to applicable consumer protection laws and any legal exceptions.
Please contact us within the applicable cancellation period if you wish to exercise this right.
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## Refund Process
Once your return is received and inspected, we will notify you regarding the approval status of your refund.
If approved, refunds will be issued to your original payment method.
We aim to process approved refunds promptly. Please note that banks and payment providers may require additional time to process and post the refund to your account.
Where required by applicable consumer law, eligible standard delivery charges will also be refunded.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at:
hello@matabeauty.com
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## Return Shipping
Unless the item is faulty, damaged, incorrect, or applicable law requires otherwise, customers are responsible for return shipping costs.
We recommend using a tracked shipping service when returning an item.
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## Contact Information
For any questions regarding returns or refunds, please contact:
hello@matabeauty.com
Business Name: MATA Beauty