Refund policy

Our Promise

At Mataye Wellness, we want you to feel completely confident in your purchase. If you're not satisfied, we make returns simple and hassle-free.

30-Day Return Window

You have 30 days from delivery to return any unopened product for a full refund. No questions asked.

How to Return

  1. Email us at info@mataye.com with your order number
  2. We'll send you a prepaid return label within 24 hours
  3. Pack your unopened item securely
  4. Drop it off at your nearest post office
  5. Receive your full refund within 10 business days

Return Address

Once approved, return items to:

Mataye Wellness Returns 143 Falling Lane West Drayton, UB7 8AG London, United Kingdom

What's Returnable

✅ Unopened products in original packaging ✅ Items with unbroken seals ✅ Products returned within 30 days of delivery ✅ Items with proof of purchase

What's Not Returnable

For your health and safety, we cannot accept returns on:

  • Opened food and beverage products
  • Supplements with broken seals
  • Opened personal care items
  • Custom or personalized orders
  • Gift cards
  • Final sale items

If a product arrives defective or damaged, we'll replace it or refund it regardless of whether it's been opened.

Received Something Wrong?

If your order arrives damaged, defective, or incorrect:

  1. Contact us within 48 hours at info@mataye.com
  2. Include photos and your order number
  3. We'll send a replacement immediately or process a full refund
  4. No need to return the defective item in most cases

Exchanges

We don't offer direct exchanges to keep things simple and fast. Here's what to do:

  1. Return your original item for a refund
  2. Place a new order for what you want
  3. This ensures you get your preferred product immediately

Subscription Returns

Subscription orders can be returned following the same policy. All returns include free return shipping.

To cancel future deliveries, log into your account or email us at least 48 hours before your next scheduled shipment.

Refund Timeline

Once we receive your return:

  • Inspection: 2-3 business days
  • Email confirmation of approval
  • Refund processed: Within 10 business days
  • Bank processing: Additional 5-7 business days

You'll receive 100% of your product cost back. Original shipping charges are non-refundable unless the product was defective or we made an error.

European Union Rights

EU customers have a 14-day cooling-off period to cancel orders for any reason. Standard return conditions apply (unopened items only, except for defective products).

Our Commitment

Every return includes: ✅ Free return shipping label ✅ Full refund of product cost ✅ No restocking fees ✅ No hidden charges ✅ Fast processing

We're a small wellness brand that cares about your experience. If something's not right, we'll make it right.

Questions?

Contact our customer service team:

Email: info@mataye.com Alternative: mataye.wellness@gmail.com Response time: Within 24 hours

We're here to help make returns as easy as possibl