Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, log in to your account at https://shopify.com/101612683607/account, go to your Orders, and submit a return request directly from there. Alternatively, you can contact us at connect@matter.eco.
Returns must be sent to: Edifício UPTEC Rua Alfredo Allen n.º 455/461, Sala 0.18 4200-135 Porto, Portugal
Items sent back without first requesting a return will not be accepted.
Damages and issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or incorrect, so we can make it right.
Exceptions / non-returnable items Certain items cannot be returned: perishable goods, custom or personalized products, personal care goods, hazardous materials, flammable liquids, or gases. Sale items and gift cards are also non-returnable. Please get in touch if you have questions about your specific item.
Exchanges The fastest way to get what you want is to return the item you have, and once accepted, make a separate purchase for the new item.
European Union – Right of Withdrawal
If your order is being shipped to the European Union, you have the right to cancel or return it within 14 days of receiving the last item in your order, for any reason and without justification.
How to start a request: Log in to your account at https://shopify.com/101612683607/account, go to your Orders, and submit a return or cancellation request directly from there.
Item condition: Your item must be unused, with tags, and in its original packaging. You'll also need your receipt or proof of purchase. Custom or personalized items cannot be returned under this right.
Returning your item: Once your withdrawal request is accepted, you have 14 days to send the item back to the address above. Return shipping is covered by MATTER — we'll provide a return label with instructions.
Refunds: Once we receive and inspect your return, we'll process your refund within 10 business days to your original payment method. Your refund will include the standard delivery cost paid at checkout. Premium or express shipping upgrades are not refundable.
If more than 15 business days have passed since your return was approved, contact us at connect@matter.eco.
Refunds (general) We'll notify you once we've received and inspected your return. If approved, you'll be automatically refunded to your original payment method within 10 business days. If more than 15 business days have passed since approval, please contact us at connect@matter.eco.