Return & Refund Policy
Effective Date: August 7, 2026
Return & Refund Policy
At MATILIANO, we want you to shop with confidence. If you are not completely satisfied with your purchase, you may request a return in accordance with the policy below. Please read this policy carefully before requesting a return.
1. Return Period
You may request a return within 14 calendar days of receiving your order. To be eligible, your return request must be submitted within this 14-day period.
2. How to Request a Return
To start a return, please use one of the following methods:
- Complete the return request through our Return Portal (available on our website), or
- Contact us at info@matiliano.com, or
- Submit a request using the contact form on our website.
Once we receive your request, we will review it and send you an email with the return instructions, including the return address and any additional information required to complete your return.
Please do not send products back before receiving our return instructions, as this may delay the processing of your return.
3. Return Conditions
To qualify for a refund, returned items must:
- Be returned within the approved return period.
- Be in their original packaging.
- Include all accessories, inserts, or complimentary items received with the order.
- Be adequately packaged to prevent damage during return shipping.
For hygiene and consumer safety reasons, cosmetic products that have been opened, used, or have had their protective seal removed may not be eligible for return unless the product is faulty, damaged, or incorrect. Nothing in this policy limits your statutory rights under applicable consumer protection laws.
4. Return Shipping Costs
Unless the return is the result of our error (for example, you received the wrong product or a defective item), the customer is responsible for all return shipping costs. We recommend using a tracked shipping service, as MATILIANO cannot be held responsible for returns that are lost or damaged in transit.
5. Inspection of Returned Products
Once your return has been delivered, we will inspect the returned item(s) to verify that they meet the conditions outlined in this policy. If your return is approved, we will process your refund as described below. If the returned product does not meet the return requirements, we may decline the refund. Where appropriate, we will contact you with further information.
6. Refunds
Approved refunds will be issued using the same payment method used for the original purchase, unless otherwise agreed. Refunds will include the purchase price of the returned product(s). Original shipping charges are not refundable unless required by law or where the return is due to our error. Please allow several business days for the refund to appear in your account after it has been processed. Processing times may vary depending on your payment provider or bank.
7. Damaged, Defective, or Incorrect Products
If your order arrives damaged, defective, or you receive the wrong product, please contact us as soon as possible by emailing info@matiliano.com or using our contact form. To help us resolve the issue quickly, please include:
- Your order number.
- A description of the issue.
- Clear photographs of the product and its packaging.
If the issue is confirmed, we will work with you to provide an appropriate solution, which may include a replacement, refund, or another suitable resolution.
8. Order Cancellations
If you wish to cancel your order, please contact us immediately. If your order has not yet been processed or shipped, we will do our best to cancel it. Once an order has been dispatched, it can no longer be cancelled and must instead follow the return procedure described in this policy.
9. Contact Us
If you have any questions about returns or refunds, please contact us. MATILIANO
Email: info@matiliano.com
Website: www.matiliano.com
Or submit your request through the contact form available on our website.