Refund policy

Orders placed on the MATTTE online store come with a 7-day inspection period, starting from the day of delivery (weekends and public holidays included).

■ Eligibility

  • Within the inspection period, we're happy to accept returns and exchanges as long as the item can still be resold as new: all packaging, accessories, gifts and the invoice are included, and the item is unused, with no scratches or marks.
  • If you'd like to open the box for a closer look, please keep the original packaging intact so your return remains eligible.
  • If your item arrives with a manufacturing fault, a malfunction or damage from transit, please contact us within the inspection period and we'll arrange a return or exchange.
  • Personalised items, such as engraved products, can't be resold and are therefore not eligible for return or exchange.
  • For international orders (Hong Kong, Japan, South Korea and Singapore), the cost of international shipping means we're unable to accept returns of non-faulty items. If your item is faulty or damaged in transit, please contact us with photos within 7 days of delivery.

■ How it works

  1. Contact us by phone, email or Instagram DM
  2. Our team confirms the item's condition
  3. We arrange collection of the item
  4. MATTTE receives the item and confirms it can be resold
  5. We ship your replacement (exchange) or process your refund (return)

■ Refunds

  • Once the returned item has been checked, we'll process your refund within 7 business days.
  • Card payments are refunded to the original card. Depending on your bank, the refund usually appears on your statement within 7–21 days.
  • For other payment methods, we'll confirm your bank details with you and transfer the refund directly.
  • If an exchange involves a price difference, we'll refund the difference within 7 business days of receiving the returned item.

■ A gentle reminder

  • Please pack the item, accessories, gifts and invoice securely in the original box. We're unable to accept items damaged in transit due to insufficient packaging. Thank you for your understanding.
  • Exchanges are shipped to the original delivery address; changing the address may incur an additional shipping fee.
  • For change-of-mind returns, return shipping is at your own cost; for faulty or transit-damaged items, we'll cover it.
  • We can only accept returns for items purchased on the MATTTE online store. For purchases from other retailers or stores, please contact the original seller.

■ Contact us

Customer care | Mon–Fri, 9:00–17:00 (Taiwan time, excluding public holidays)
Phone | +886 6-251-0818
Email | hello@mattte.com
Instagram DM | @themattte