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Return & Refund Policy

At Matterly, we’re dedicated to delivering high-quality mats crafted in Europe. Due to their substantial weight, our shipping costs are significant and continue to rise. To help us manage these costs and serve you better, please consider the following when making your selections:

  • Measure carefully: Please measure your space carefully before making a purchase to ensure a good fit.
  • Need help choosing? If you’re uncertain about colours or designs, feel free to reach out to our customer service team at mats@matterly.eu. We’re here to assist with any questions.

Your thoughtful planning helps us minimise returns, which can be costly, inconvenient, and environmentally impactful. However, if an item doesn’t work out for you, we’re committed to making the return process smooth and ensuring your satisfaction.

Return Policy

We offer free exchanges and returns within 60 dagen. To be eligible for a return, please ensure the following:

  • Condition of items: Items must be in perfect, unused condition. If you have altered your mat in any way (e.g., trimming it), it is not eligible for return.
  • Original packaging: Please return items in their original packaging, including all accessories, instruction booklets, labels, protective covers, inserts, or boxes.
  • Personalised items: Personalised items are not eligible for exchanges or returns.
  • Direct purchases only: We can only accept returns for orders purchased directly from Matterly (via matterly.eu). If you bought your Matterly items from a retailer, please return them through that retailer.

Refund Policy

We’re committed to ensuring you’re completely happy with your Matterly mat. If you’re not satisfied for any reason, you can initiate a return within 60 days of receiving your mat. Once we get your item back, we’ll inspect it and process a refund if it’s approved.

  • Refund process: Refunds are issued to the original buyer using the original payment method and are only available for purchases made through our webshop. Please allow up to 14 business days for this inspection and refund process.
  • Bank processing time: It may take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since your return was approved and you haven’t received your refund, please contact us at mats@matterly.eu.

Damages and Issues

We’re here to help if your mat arrives damaged or defective. Please contact us right away at mats@matterly.eu so we can resolve the issue as quickly as possible.

  • No return shipping fees for damaged items: We will cover the return shipping costs for items that arrive damaged or defective. However, we will ask you to complete a return request so we can generate a shipping label for you.
  • Inspection for quality control: It’s important for us to receive the item back to thoroughly inspect it and understand how the damage or defect occurred, allowing us to prevent such issues in the future.

Exchanges

If you would like a different item, we recommend returning the item you have first. Once the return is accepted, you can make a separate purchase for the new item you want. This ensures you receive your new item as quickly as possible.

How to Submit a Return: Step-by-Step Instructions

Returns Via Our Returns Portal

Register your return through our returns portal. Please note that UK-based customers cannot use the portal to submit returns. Instead, please contact our customer service team to receive a pre-paid label for returning your parcel.

Return by email

  1. Reach out: Send an email to out customer service team at mats@matterly.eu to activate your prepaid return label.
  2. Choose your return option: You can either:
    • Schedule a free collection of your parcel, or
    • Drop it off at a nearby drop-off point.
  3. Confirmation: You’ll receive an email confirming your return request and, if applicable, collection details.
  4. Prepare your package:
    • Place your item(s) in the original Matterly packaging and seal it securely.
    • Affix the prepaid return label to the parcel (for drop-off).
    • Cover the original address label with the new return label.
  5. Return your parcel: Hand the sealed parcel to the driver if you’ve scheduled a pickup. Alternatively, drop it off at any designated pick-up location.

Online Returns

  1. Log in: Access your MyMatterly account.
    • Go to the My Orders tab to register your return and activate the pre-printed return label included in your parcel.
  2. Prepare your package:
    • Place your item(s) in the original Matterly packaging and seal it securely.
    • Affix the shipping label to your parcel.
    • Cover the original address label with the new prepaid return label.
    • Seal your parcel securely with the adhesive strip on the inside of the original box.
  3. Return your parcel: Deliver it to the carrier or drop it off at a pick-up location.