Return & Refund Policy

Last Updated: March 28, 2026

At ShopMatto, we want you to be completely satisfied with every purchase. If for any reason you are not happy with your order, we offer a simple and fair return and refund process.

30-Day Return Window

You have 30 days from the date of delivery to return any eligible item. After 30 days, we are unable to offer a refund or exchange.

Eligibility Requirements

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

• The item must be unused and in its original condition
• The item must be in its original packaging, including all tags, labels, and accessories
• You must provide your order number or proof of purchase

Non-Returnable Items

The following items cannot be returned:

• Opened electronics: Items with broken seals, removed shrink wrap, or activated software/firmware cannot be returned unless defective
• Personal care and health & beauty products: For hygiene reasons, opened skincare, cosmetics, and personal care items are non-returnable
• Perishable goods
• Personalized or custom-made items
• Gift cards and digital downloads

How to Initiate a Return

1. Email us at jake@shopmatto.com with your order number, the item(s) you wish to return, and the reason for the return
2. Our team will respond within 1-2 business days with return authorization and shipping instructions
3. Ship the item back to the address provided, using a trackable shipping method
4. Once we receive and inspect the item, we will process your refund or exchange

Return Shipping Costs

• Standard returns: The customer is responsible for return shipping costs
• Defective or incorrect items: ShopMatto will cover the cost of return shipping. Please contact us within 7 days of delivery if your item arrived damaged, defective, or incorrect

Refund Processing

Once your return is received and inspected, we will notify you by email. Approved refunds are processed within 5 to 10 business days to your original payment method. Please note that your bank or credit card company may take additional time to post the refund to your account.

Exchanges

We offer exchanges for items of equal or lesser value. If you would like to exchange an item, please indicate this when you contact us. If the replacement item is of lesser value, we will refund the difference. If it is of greater value, you will be responsible for the price difference.

Damaged or Defective Items

If you receive an item that is damaged, defective, or not what you ordered, please contact us immediately at jake@shopmatto.com. Include photos of the issue and your order number. We will arrange a free return and send you a replacement or full refund at your choice.

Late or Missing Refunds

If you have not received your refund within the expected timeframe:

• Check your bank account or credit card statement again
• Contact your bank or credit card company, as processing times may vary
• If you have done both and still have not received your refund, contact us at jake@shopmatto.com

Contact Us

For any questions about returns or refunds, please reach out:

• Email: jake@shopmatto.com
• Phone: 1-866-237-8289
• Business: ShopMatto