Refund policy

At Matter, we want you to be 100% satisfied with your purchase and online shopping experience. Therefore, customer satisfaction is an integral part of our commitment and this is reflected in our Returns Policy.

Returns Policy

We offer a 60-Day Money-Back Guarantee. If 60-days have passed since your purchase, unfortunately we can’t offer you a replacement.

The customer is expected to bear the cost of returning a non-faulty product. 

Warranty

When you shop with Matter, you have the peace of mind knowing that all our customers have a 60-Days Warranty. This warranty only covers product(s) that have been received defective or damaged. The product may be returned for a replacement, or refund. To qualify for the warranty claim, we require a video that would support the issue being reported. Once received, we will gladly process the replacement.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit/debit card company as it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you have done all of this and you still have not received your refund, please contact us at support@getmatter.co.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange for the same item, send us an email at support@getmatter.co. and we will send over our returns information.

Shipping

To return your product, you should send us an email at support@getmatter.co. and we will get in contact with our returns information. You will be responsible for paying for your own shipping costs for returning your item if it is not faulty. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We can not guarantee that we will receive your returned item and are subsequently not liable if the product/s is lost in transit.

Lost or Stolen Packages

Please ensure your full address is entered correctly at checkout prior to completing your order, as customer input errors may result in you not receiving your product(s).

Matter is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, Matter will confirm the delivery to the address provided, date of delivery, tracking information and shipping carrier information for the customer to investigate. As mentioned, please make sure to enter the correct delivery address, as Matter is not liable for lost packages due to an incorrect address.

Faulty Products

We strive to provide our customers with excellent quality products, therefore if you recognise what you believe is a faulty product, please get in contact with us at support@getmatter.co. We will be in contact with you as soon as possible and assess the issue.

Once we receive the suspected faulty product, we will assess the item and get back in contact with you within 1-3 working days, after receiving the return. If we deem the product to be faulty, we will replace the faulty product and arrange for the product to be shipped back to you free of charge. The turn over time for this process will vary with each individual case, however, we will work hard to make the entire experience hassle free.