Effective Date: July 3, 2026
At Mateon, we want you to shop with confidence. If you experience an issue with your order, please review the policy below for returns, replacements, and refunds.
Overview
We accept eligible return and refund requests within 30 days of delivery.
To be eligible for a return, items must be:
- Unused
- Unopened
- In their original packaging
- In resalable condition
We may ask for your order number, proof of purchase, and photos of the product if needed to review your request.
Return Eligibility
You may request a return if:
- You received the wrong item
- The item arrived damaged
- The item arrived defective
- The item is unused and still in its original unopened packaging
Returns must be requested within 30 days after delivery.
Non-Returnable Items
For health, safety, and hygiene reasons, we do not accept returns for:
- Opened or used products
- Items with broken seals or damaged packaging
- Personal care items
- Certain wellness and healthcare products
- Gift cards
- Downloadable digital products, if applicable
- Clearance or final sale items, if marked as non-returnable
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at support@mateon.shop.
Please include:
- Your order number
- A description of the issue
- Clear photos of the item and packaging
After review, we may offer:
- A replacement
- A partial refund
- A full refund
Refund Process
Once your return or refund request is reviewed and approved, we will notify you by email.
If a return is required, we will provide return instructions. Please do not send items back without contacting us first.
Approved refunds will be issued to your original payment method. Depending on your payment provider, it may take 5 to 10 business days for the refund to appear in your account.
Shipping Costs
Original shipping charges are generally non-refundable unless:
- The wrong item was sent
- The item arrived damaged
- The item was defective upon arrival
If the return is due to our error, we may cover reasonable return shipping costs or provide an appropriate resolution.
Late or Missing Refunds
If you have not received your refund yet:
- Check your bank account again
- Contact your credit card company or payment provider
- Contact your bank, as processing times may vary
If you still need help, please contact us at support@mateon.shop.
Exchanges
We only replace items if they are defective, damaged, or incorrect.
Contact Us
If you have any questions about this Refund and Returns Policy, please contact us:
Mateon
Website: https://mateon.shop
Email: support@mateon.shop
Contact Page: https://mateon.shop/contact
