Refund policy
Refund & Return Policy
At Mateora, we want you to feel confident in your purchase. That’s why every order is backed by our 30-Day Satisfaction Guarantee.
If you’re not satisfied with your purchase, contact us at support@mateorastore.com within 30 days of receiving your order and we’ll work with you to make it right.
30-Day Satisfaction Guarantee
You may request a return or refund within 30 days of the date your order was delivered.
To be eligible, please contact us within the 30-day period and provide:
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Your order number
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The email address used to place the order
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A brief explanation of why you’re requesting a return or refund
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Photos of the product or packaging, if requested
Please contact us before attempting to return any products. If a return is required, our support team will provide you with the appropriate return instructions.
Opened or Used Products
Because Mateora products are consumable wellness products, we understand that you may need to try the product before deciding whether it’s right for you.
Opened products may still qualify under our 30-Day Satisfaction Guarantee, provided the request is reasonable and is submitted within 30 days of delivery.
Products that have been fully consumed, intentionally emptied, misused, or purchased in quantities that indicate abuse of our refund policy may not be eligible for a refund.
Mateora reserves the right to review refund requests to prevent misuse or abuse of the guarantee.
Returns
If we determine that your product needs to be returned, we will provide return instructions by email.
Please do not send a product back without first contacting support@mateorastore.com, as unauthorized returns may not be accepted or processed.
Unless the product arrived damaged, defective, or incorrect, return shipping costs may be the responsibility of the customer.
Damaged, Defective, or Incorrect Orders
If your order arrives damaged, defective, or you receive the wrong product, please contact us as soon as possible at support@mateorastore.com.
Include your order number and photos showing the issue so our team can review the situation.
Once verified, we may offer a replacement or refund at no additional cost to you.
Refunds
Once your refund request has been reviewed and approved, the refund will be issued to your original payment method.
Please allow approximately 5–10 business days after the refund has been processed for the funds to appear in your account. Processing times may vary depending on your bank or payment provider.
Original shipping charges are generally non-refundable unless your order arrived damaged, defective, incorrect, or an error was made by Mateora.
Order Cancellations
If you need to cancel or modify an order, contact us at support@mateorastore.com as soon as possible.
We will do our best to accommodate your request; however, orders that have already entered processing or have shipped may not be able to be canceled or modified.
If the order has already shipped, our standard return and refund policy will apply.
Lost or Missing Packages
If your tracking information shows that your package has been delivered but you cannot locate it, please check with household members, neighbors, your building or mailroom, and the shipping carrier.
If you still cannot locate your package, contact support@mateorastore.com and we’ll review the situation with you.
Mateora is not responsible for orders submitted with an incorrect or incomplete shipping address provided by the customer. However, our support team will do its best to assist whenever possible.
Refund Policy Abuse
Our 30-Day Satisfaction Guarantee is intended to give genuine customers confidence when trying Mateora.
We reserve the right to deny refunds or returns where we reasonably believe there has been fraudulent activity, repeated abuse of our refund policy, excessive refund requests, or other misuse of the guarantee.
Contact Us
For any questions regarding returns, refunds, damaged products, or your order, please contact:
Our team will be happy to assist you.