Return and Exchange Instructions

From the time you purchase the product from MATTTE's official website until it is shipped to you, you have a seven-day appreciation period (including holidays).
If you have not opened or used the product during this period, or if you find defects, malfunctions or other factors that are not caused by human factors, MATTTE will accept returns and exchanges, except for the following exceptions.


■ Return/exchange process:

  1. Contact us by phone or EMAIL
  2. Customer service confirms status
  3. Arrange to have items picked up
  4. After receiving the goods, MATTTE confirmed that the items were normal.
  5. Resend new product (exchange)
  6. Make a refund (return)

 ■ Return Instructions:
  1. Please confirm that the packaging and accessories of the product you want to return have been properly packed into the original box.
  2. Invoice: When returning the product, please be sure to include the invoice in the package and send it back.
  3. Refund: After the goods are recovered and confirmed to be correct, we will complete the refund/refund process within 7 working days.
  4. Chargeback: If you paid with a credit card, we will refund the charge to your credit card account. Due to different bank operating hours, you can usually see the refund details on your credit card statement 7-21 days after the chargeback, or you can also inquire with the card-issuing bank.
  5. Refund: If you choose cash on delivery when ordering, you are required to provide the bank account for the refund, and we will refund the money directly to your designated account.

■ Exchange instructions:

  1. Please confirm that the packaging and accessories of the product you want to exchange have been properly packed into the box.
  2. Invoice: When returning the product, please be sure to include the invoice in the package and send it back.
  3. Refund: If the product you exchanged has a price difference, we will complete the refund/refund process within 7 working days after the goods are recovered and confirmed to be correct.
  4. Chargeback: If you paid with a credit card, we will refund the charge to your credit card account. Due to different bank operating hours, you can usually see the refund details on your credit card statement 7-21 days after the chargeback, or you can also inquire with the card-issuing bank.
  5. Refund: If you choose cash on delivery when ordering, you are required to provide the bank account for the refund, and we will refund the money directly to your designated account.

■ Notes:

  1. When returning or exchanging goods, please restore the goods to the complete appearance when they were delivered and pack them into the original packaging box together with the invoice to ensure your return/exchange rights. If the goods are incomplete or damaged during delivery due to improper packaging, we will not be able to process returns or exchanges. Please forgive me.
  2. When exchanging goods for shipment, the original order shipping address will be used. If you need to modify the delivery information, you may need to pay additional shipping costs, please understand.
  3. For large products and other products with special remarks, the return shipping fee will be deducted from the refund.
  4. We only accept products purchased from MATTTE official website. If you purchased on other shopping websites, please contact the customer service staff of that shopping website directly. If you purchased from another physical store, please contact the store directly.
If you still have other questions, please call us from Monday to Friday from 9:00 to 18:00, and someone will be at your service.
● Tel: 06-251-0818
● E-mail: hello@mattte.com