Returns and Refunds
You have 14 days to change your mind. Here you will find what you can do without losing the right of withdrawal, what happens if an appliance arrives faulty, and how long the refund takes.
Your right of withdrawal
You have 14 days from the day you, or a third party you designate, receive the parcel to withdraw from the contract: you can return what you bought without giving any reason and without penalty (articles 9 and following of Directive 2011/83/EU on consumer rights, as implemented in your country).
What you can do without losing the right
You can open the shipping box, check that what you ordered has arrived and handle the product to establish its nature, characteristics and functioning, as you would in a shop. This does not cancel the right of withdrawal. You are only liable for any diminished value resulting from handling beyond what is necessary (art. 14(2) of Directive 2011/83/EU).
The original packaging helps the product reach us intact; it is not a condition for the refund.
No hidden exceptions
The products sold on this website are household items and consumer
electronics: they do not fall under the exceptions to the right of withdrawal that
article 16 of Directive 2011/83/EU provides for sealed goods unsuitable for return for hygiene
reasons or for perishable goods. You can therefore open the box, switch the appliance on and
check that it works, as you would in a shop, and return it within 14 days.
We only ask you not to use it beyond what is needed to try it — a trimmer used for
the whole garden or a pan used for cooking is no longer “tried” but used — and to send
back the accessories that came in the box. In those cases the refund may be reduced by the
diminished value, as article 14(2) allows.
A product that arrives damaged, faulty or different from the one ordered is not a withdrawal: the legal guarantee applies and replacement or refund are at our expense.
How to do it in practice
- Write to info@matissercom.com within 14 days of delivery, giving the name, order phone number and products you want to return. No special form is needed: a clear statement is enough. You may also use the model withdrawal form set out in Annex I(B) of Directive 2011/83/EU.
- We reply telling you which address to send the return to and how to pack it.
- Send it back within 14 days of telling us you are withdrawing. Keep the shipping receipt: it is your proof.
- As soon as we receive the parcel we check it and issue the refund.
Who pays for return shipping
The direct cost of returning the goods is borne by the consumer, unless otherwise agreed in writing. The exception is a non-conforming, damaged or wrong product: in that case the return costs you nothing.
The refund
We refund within 14 days of being informed of the withdrawal, although we may withhold the refund until we have received the goods or proof that you have sent them back (art. 13 of Directive 2011/83/EU). The refund includes the price of the products and the standard delivery costs paid for the outward shipment.
Since payment is collected on delivery and does not go through a card, the refund is made by bank transfer to the IBAN you give us, in the name of the person who received the order. We never ask for account access codes: we only need the IBAN and the account holder.
No exclusion for discounted products. If a product was sold at a reduced price, the refund equals what you actually paid: a promotion does not take away any right.
Wrong, damaged or faulty product
Write to info@matissercom.com with a photo or a short video of the problem. We arrange replacement or refund at no cost to you. The legal guarantee of conformity lasts at least two years from delivery (Directive (EU) 2019/771), or longer where the law of your country provides it.
Dangerous product
If an appliance gets unusually hot, smokes, has a swollen battery or a damaged cable, stop using it immediately and unplug it. Then tell us which product it is and what happened: reports are forwarded to the manufacturer, as required by Regulation (EU) 2023/988 on general product safety, and replacement or refund are at our expense.
If we do not agree
If one of our decisions on a return does not convince you, you can turn to an alternative dispute resolution (ADR) body in your country or to your national consumer protection authority. Ordinary court proceedings remain available, before the courts of the place where you live.