At Mateo Voyage, we aim to provide high-quality products and a smooth shopping experience. If you are not satisfied with your purchase, this policy outlines the conditions for returns and refunds.
Returns
You may request a return within 7 days of receiving your order if the item is defective, damaged, or not as described. To be eligible, the product must be unused, in its original packaging, and accompanied by proof of purchase.
Non-Returnable Items
Certain products such as personal-use accessories, items damaged due to misuse, or products returned without their original packaging may not be eligible for return.
Refunds
Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed in the original payment method, which for Mateo Voyage is cash-on-delivery. Refunds are typically provided as store credit, replacement, or a cash reimbursement during the return process.
Exchanges
We replace items only if they are defective or damaged. If you need an exchange for the same item, please contact us at [email protected].
Return Shipping
Customers are responsible for the shipping cost of returning an item unless the product was received damaged, defective, or incorrect. In such cases, Mateo Voyage will cover the return shipping expense.
Contact Us
For return or refund requests, please contact us at [email protected] with your order number and details about the product issue. Our support team will guide you through the process.