RETURNS & CANCELLATIONS

PLEASE NOTE THAT WE DO NOT OFFER FREE RETURNS. RETURN SHIPPING COSTS ARE THE CUSTOMER'S RESPONSIBILITY.

Returns

Can I return my order?

Yes, you can.

If you are not satisfied with the items you have ordered, you may return them within 30 days of receiving your order.

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

• The order must include all original parts, components, and packaging exactly as received.

• The product may only show normal signs of use. Damage caused by improper handling is not covered.

• Products where hygiene is important must be thoroughly cleaned before being returned.

• Any defects must be reported immediately upon receipt of the product.

• Return shipping costs are the responsibility of the customer.

• Returns will be processed within 7 business days. If all conditions are met, your return will be approved within this period.

We reserve the right to refuse returned items if we believe they have been used improperly or damaged for reasons beyond our responsibility.

How do I return my order?

If your order meets the conditions above, please follow these steps:

Send an email to info@mateosofia.com including:

• Your order number

• The reason for your return request

• A photo of the product (if it is damaged or defective)

• Your full name

• Your address

Once we receive your request, we will provide you with the correct return address.

Please do not send your return to the sender's address. We will provide the correct return address after your return request has been approved.

The customer is responsible for all return shipping costs.

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RIGHT OF WITHDRAWAL

Consumers have the right to withdraw from this agreement in accordance with the following conditions, provided they are acting as a private individual and not primarily for business or professional purposes.

Cancellation Period

You have the right to cancel your purchase within 14 days from the day you, or a third party designated by you (other than the carrier), receive the final item of your order.

As we operate a fully automated order processing system, orders are processed immediately after being placed. Therefore, we cannot stop the shipping process once it has started, and refunds cannot be issued before the goods have been received.

To exercise your right of withdrawal, you must notify MATEO-SOFIA by email with a clear statement of your decision to cancel the contract.

Your cancellation will be considered complete once we have received the returned products.

Return shipping costs are the responsibility of the customer.

Products Already in Transit

As our products are shipped from Asia, delivery times may be longer and are outside our control.

If your order has already been dispatched, it cannot be cancelled before delivery. Please wait until you receive the order and then return it to us.

To help us process your return more quickly, we kindly ask you to send us proof of the return shipment.

Refunds

If you cancel this agreement, we will refund all payments received from you, excluding the original shipping costs (unless otherwise required by applicable law), no later than 14 days after we receive both your cancellation notice and the returned products.

Refunds will be made using the same payment method you used for the original purchase unless another method has been agreed upon. No additional fees will be charged for the refund.

All returns must be shipped to our central warehouse in Asia at the customer's expense.