Return and refund policy

1. Defective or Incomplete Items

If you believe your purchase is incomplete or defective, please contact us at hello@matisipiora.com. We will get in touch with you within 14 days to determine whether your product can be repaired or replaced. In such cases, we will provide the necessary return boxes, arrange for pickup, and cover any shipping costs associated with resolving your issue.

2. Wrong or Damaged Orders

If there is an issue with your Mati Sipiora product or if something is missing from your order, please file a claim immediately. When filing a claim, include the following information:

• Order Number: (e.g., WEB1000)
• Photos: Show the damaged item, its outer packaging, and the shipping label.
• Item No. / Product SKU: (e.g., COSMIC CHAIR)

Please retain all packaging and products until your claim is reviewed. Inspect your packages upon delivery and report any visible damage directly to the courier before signing for delivery. Ensure that any damage is noted on the delivery receipt and take photos for documentation. Delivered goods must be checked for potential delivery damage within 48 hours of receipt. Claims submitted after 48 hours may be rejected (this does not apply to warranty claims).

3. Lost or Stolen Packages

If your tracking information indicates that your package was delivered but you have not received it, please contact our customer team at hello@matisipiora.com.
Note: We are not responsible for packages that are reported as delivered to the order address but subsequently lost or stolen.

4. Terms of Return

• Return Period: Our policy allows returns within 100 days from the date of purchase.
• Eligibility: To be eligible for a return, the item must be intact, in the same condition as received, and in its original packaging.
• Exclusions: Returns are not accepted for:
  • Gift Cards

A receipt or proof of purchase is required for all returns. In some cases, only partial refunds may be granted, such as for:

• Items that show signs of use (e.g., books)
• Items not in their original state, damaged, or with missing parts due to causes unrelated to our error
• Items returned more than 30 days after delivery

5. Refunds

Once your return is received and inspected, we will notify you via email regarding the approval or rejection of your refund request. If approved, the refund will be processed, and a credit will be applied to your original payment method within a specified number of days.

Late or Outstanding Refunds:
If you haven’t received your refund:

1. Check your bank account.
2. Contact your credit card company—it may take some time for the refund to be posted.
3. Contact your bank, as processing times may vary.

If you have followed these steps and still have not received your refund, please email us at hello@matisipiora.com.

6. Sale Items

Only full-priced items are eligible for refunds. Unfortunately, sale items cannot be refunded.

7. Exchanges

We replace items only if they are defective or damaged. If you require an exchange for the same item, please email us at hello@matisipiora.com and send the product to the following address:

ZWM “SIMAR”
Akacjowa 2
74-100 Czepino
Poland

8. Gifts

• If the item was marked as a gift:
  You will receive a voucher corresponding to the value of the returned item. Once we receive the return, the gift certificate will be sent to you by post.
• If the item was not marked as a gift or if the gift giver had the order shipped directly to them:
  A refund will be issued to the gift giver, who will be informed of your return.

9. Return Shipment

To return a product, please send it to the following address:

ZWM “SIMAR”
Akacjowa 2
74-100 Czepino
Poland

Return shipping costs are the responsibility of the customer and are non-refundable. If you receive a refund, the cost of return shipping will not be included. Depending on your location, delivery times for returned products may vary. For items with a shipping value exceeding €75, we recommend using a trackable service or purchasing shipping insurance, as we cannot guarantee receipt of the returned item.
If you have any questions regarding our Return Policy, please contact us at hello@matisipiora.com.