Contact
One customer-care address, the full details of the seller and the procedure for complaints, take-back of used appliances and safety reports.
Customer care
For anything — an order in progress, a question about a product, a fault, a return, a complaint — there is one address:
We reply within one working day, Monday to Friday. At weekends and on public holidays replies move to the next working day. You can write to us in your own language.
What to include in your message
- The name and phone number used for the order: that is how we find it.
- The product you are writing about and, if you have it, the order date.
- For a fault, a photo or a short video of the problem: it often solves it without any shipping.
Who the seller is
Nana lab s.r.l.
Corso Vittorio Emanuele II 44
10123 Torino (TO), Italy
P.IVA / VAT: IT09996640018
Email: info@matissercom.com
These details identify the business that sells the products and is responsible for any lack of conformity. The VAT number can be checked free of charge on the European Commission’s VIES system.
Complaints
If a complaint is not resolved to your satisfaction, write to info@matissercom.com with the word Complaint in the subject: we will answer in writing. If you are still not satisfied, you can turn to an alternative dispute resolution (ADR) body in your country or to your national consumer protection authority. Using an ADR body does not take away your right to go to court.
Take-back of used appliances (WEEE)
When you buy an electrical or electronic appliance from us, you may hand us an equivalent used appliance free of charge (“one-for-one” take-back, Directive 2012/19/EU and its national implementing laws). Ask us by email before delivery and we will tell you how to arrange it. Alternatively you can take it to your local collection point.
Product safety
If you think a product bought from us is dangerous — a battery that swells or gets unusually hot, a damaged cable, a part coming loose — stop using it and 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.