Refund & Returns Policy
Effective date: October 14, 2026 | Last updated: October 14, 2026
We want you to be able to try Mateon products with confidence. If something is not right with your order, this policy explains exactly what you can return, how long you have, and how the refund reaches you.
1. Your 60-day satisfaction guarantee
If you are not satisfied with a product, you may request a return within 60 days of the delivery date. For a first-time purchase of any single product, we accept returns even if the bottle has been opened and used – we would rather you tell us it did not work for you than leave it in a cupboard.
To be eligible you must:
- Request the return within 60 days of delivery.
- Have the order number or the email address used to place the order.
- Return the item in its original packaging, with any remaining product included.
2. What we cannot refund
- Requests made more than 60 days after delivery.
- Products damaged by misuse, or stored against the conditions on the label.
- Orders that cannot be traced back to a verified purchase.
- Gift cards.
- Shipping charges you originally paid, unless the item arrived damaged, faulty, or was not what you ordered.
Where hygiene or safety regulation requires a sealed product, we will tell you before you ship anything back.
3. Damaged, faulty or incorrect items
Please inspect your parcel when it arrives. If anything is damaged in transit, leaking, expired, or simply is not what you ordered, contact us within 7 days of delivery with your order number and a photograph of the item and its packaging. We will replace it or refund it in full, including the original shipping cost and the cost of returning it. You do not need to send damaged items back unless we ask you to.
4. How to start a return
- Email ChayChatee608@gmail.com with your order number and the reason for the return. If the product did not meet your expectations, a sentence or two of honest feedback helps us improve the range.
- We will confirm eligibility and send you a return authorisation with the return address within one business day.
- Repack the item securely – ideally in the original shipping box – and include the return authorisation inside.
- Ship it to the address we provide and send us the tracking number.
Return shipping costs: you are responsible for return shipping on change-of-mind returns. We recommend a tracked service, because we cannot refund an item that is lost on its way back to us. For damaged, faulty or incorrect items, we cover the return shipping.
5. Refund timing and method
Once your return arrives, we inspect it within 2 business days and email you the outcome. Approved refunds are issued to your original payment method:
- Card payments – typically appear within 5 to 10 business days, depending on your bank.
- PayPal and wallet payments – typically within 1 to 3 business days.
You will receive a confirmation email with the refund amount and reference as soon as we issue it. We cannot refund to a different card or account than the one used for the original purchase.
6. Exchanges
We do not operate a direct exchange programme. If you would like a different product, return the original for a refund and place a new order – this gets your new item to you faster than an exchange would, and your refund is not held up waiting for the replacement to be processed.
7. Missing or undelivered orders
If tracking shows your parcel as delivered but you cannot find it, please check with neighbours and your local delivery office first, then contact us within 7 days. We will open a trace with the carrier. If the carrier confirms the parcel was lost in transit, we will reship or refund at no cost to you.
8. Subscriptions and repeat orders
Repeat or subscription orders can be cancelled any time before dispatch at no charge. After dispatch, the standard 60-day return policy applies to each delivery.
9. Chargebacks
Please contact us before raising a chargeback with your bank. Almost every dispute is a miscommunication we can resolve faster than the bank can, and a chargeback on a genuine order may result in your account being suspended.
10. Contact us
All return and refund requests, and any questions about this policy, should go to:
- Email: ChayChatee608@gmail.com
- Customer care hours: Monday to Friday, 9:00 – 18:00 (EST)
- Postal address: 1201 Orange Street, Suite 600, Wilmington, DE 19801, United States
Related policies
Contact us
If you have any question about this policy, please write to us and we will respond within one business day.
- Email: ChayChatee608@gmail.com
- Customer care hours: Monday to Friday, 9:00 – 18:00 (EST)
- Postal address: 1201 Orange Street, Suite 600, Wilmington, DE 19801, United States
Mateon – https://mateon.shop
