Refund policy

1. General Information

This Return and Refund Policy explains how Matlyi handles returns, refunds, and exchanges for products purchased through our online store.

By placing an order with Matlyi, you agree to the terms outlined in this policy.

Our goal is to provide a fair, transparent, and customer-friendly return experience.

2. Store Information

Matlyi

Address: 53 Coachlight Ct, Springfield, IL 62703, United States
Phone: +1 983-702-7714
Email: support@matlyi.com

3. Eligibility for Returns

To qualify for a return, the following conditions must be met:

  • The item must be unused, unworn, and in its original condition
  • The item must include all original packaging and accessories
  • The return request must be submitted within 30 days of delivery
  • Proof of purchase is required

Matlyi reserves the right to refuse returns that do not meet these conditions.

Certain items (such as hygiene-related or customized products) may not be eligible for return.

4. Return Process

To initiate a return:

  • Contact us via email with your order number and reason for return
  • Wait for approval and return instructions
  • Ship the item back following the provided instructions

⚠️ Returns sent without prior approval may not be accepted.

5. Inspection and Approval

Once your return is received, our team will inspect the item.

You will be notified whether your return is:

  • Approved → Eligible for refund or exchange
  • Rejected → Item may be returned to you

6. Refund Policy

If your return is approved:

  • Refunds will be issued to the original payment method
  • Processing time is typically 5–10 business days
  • Delays may occur depending on your bank or payment provider

Shipping fees are non-refundable unless the return is due to our error.

7. Late or Missing Refunds

If your refund has not been received:

  • Check your bank account
  • Contact your card provider
  • Contact your bank

If needed, contact us for assistance.

8. Exchanges

We only replace items if they are:

  • Defective
  • Damaged
  • Incorrect

Please contact us before requesting an exchange.

9. Return Shipping Costs

Customers are responsible for return shipping unless:

  • The item is defective
  • The wrong item was delivered

10. Non-Returnable Items

The following items cannot be returned:

  • Perishable goods
  • Personal care products
  • Gift cards
  • Digital/downloadable items
  • Final sale items

11. Order Cancellation

Orders can only be cancelled before processing or shipping.

Once shipped, cancellation is not possible.

12. Fraud Protection

Matlyi reserves the right to refuse returns or refunds in cases of suspected fraud or abuse.

13. Contact Us

Matlyi

📍 53 Coachlight Ct, Springfield, IL 62703, United States
📞 +1 983-702-7714
📧 support@matlyi.com