Política de reembolso
RETURNS & REFUNDS POLICY
General Information
At Matteo Velmont, we want you to shop with confidence. If you are not completely satisfied with your order, you may request a return within 30 days of receiving your item, provided that the conditions set out in this policy are met.
Please note that we do not offer free returns for unwanted items. Return shipping costs are the responsibility of the customer unless the item received is faulty, damaged, incorrect, or the return is due to an error on the part of Matteo Velmont.
Nothing in this policy affects your statutory rights under UK consumer law.
Return Eligibility
For returns made under our voluntary 30-day returns policy, the following conditions apply:
- The item must be unworn, unused and in its original condition.
- The item must include all original tags, accessories, components and packaging.
- Items damaged due to misuse, improper handling or lack of reasonable care will not be accepted.
- Faulty, damaged or incorrect items should be reported as soon as reasonably possible after delivery.
- Certain products may be excluded from returns for hygiene reasons where they have been unsealed, worn or used.
- Matteo Velmont reserves the right to refuse a return that does not meet the conditions set out above.
Once the returned item has been received, our team will inspect it. If the return is approved, the refund will be processed in accordance with the timeframes stated in this policy.
How to Start a Return
To request a return, please email:
Your email should include:
- Your order number.
- Your full name.
- The email address used to place the order.
- The reason for the return.
- Clear photographs if the item is faulty, damaged or incorrect.
- Your full delivery address.
Once we receive your request, our team will review it and provide the relevant return instructions.
Please do not return your item to the sender’s address without prior confirmation. We will provide the correct return address once your request has been approved.
Return Shipping Costs
Return shipping costs for unwanted items are the responsibility of the customer, unless otherwise agreed by Matteo Velmont.
If the item is confirmed to be faulty, damaged, incorrect or supplied in error, Matteo Velmont will cover the reasonable cost of returning it where required by applicable law.
We strongly recommend using a tracked postal service and keeping proof of postage. Matteo Velmont cannot accept responsibility for returned parcels that are lost, damaged or not delivered to the return address.
Statutory Right to Cancel
Under the UK Consumer Contracts Regulations, customers purchasing goods online normally have the right to cancel their order without giving a reason.
You must inform us of your decision to cancel within 14 days of receiving your order. After notifying us, you must return the goods within a further 14 days.
To exercise your right to cancel, please send a clear statement to:
You may inspect the item in the same way that you would in a physical shop. However, we may make a reasonable deduction from your refund if the value of the item has been reduced because it was handled more than necessary to establish its nature, characteristics and fit.
Unless the item is faulty or incorrect, the direct cost of returning the goods is the customer’s responsibility.
Some products may be excluded from the statutory right to cancel, including sealed goods that are not suitable for return for health protection or hygiene reasons once they have been unsealed.
Orders in Transit
We use automated fulfilment and logistics processes. For this reason, once an order has been processed or dispatched, it may not be possible to cancel it or stop the shipment.
If your order is already in transit, you may need to wait until it has been delivered before requesting a return in accordance with this policy.
This does not affect your statutory cancellation rights.
Refunds
Once your returned item has been received, Matteo Velmont will inspect it and confirm whether it meets the applicable return conditions.
If the return is approved, the refund will be issued to the original payment method unless expressly agreed otherwise.
For returns made under our voluntary 30-day returns policy, refunds will normally be processed within 14 days after the returned item has been received and inspected.
For statutory cancellations, we may withhold the refund until we have received the goods back or until you provide valid evidence that they have been returned, whichever occurs first. The refund will then be issued within the legally applicable timeframe.
Where you exercise your statutory right to cancel, we will refund the price paid for the goods and the cost of our least expensive standard delivery option. Any additional amount paid for express, premium or upgraded delivery will not be refunded.
Original delivery charges may not be refunded for returns made solely under our voluntary 30-day policy after the statutory cancellation period has expired, unless the item is faulty, damaged, incorrect or the return is due to an error by Matteo Velmont.
Please allow additional processing time for your bank or payment provider to credit the refund to your account.
Size or Product Exchanges
If you would like to exchange an item for a different size or product, please contact us at:
Our team will check the availability of the requested item and provide further instructions.
Exchanges are subject to stock availability and compliance with the return conditions set out in this policy.
Where a direct exchange is not available, you may be asked to return the original item for a refund and place a new order.
Faulty, Damaged or Incorrect Items
If you receive an item that is faulty, damaged or incorrect, please contact us as soon as reasonably possible at:
Please include:
- Your order number.
- A description of the issue.
- Clear photographs or videos showing the item and the problem.
If the issue is confirmed, Matteo Velmont will provide an appropriate solution, which may include a replacement, exchange, repair or refund, depending on the circumstances and your statutory rights.
Where the item is faulty, damaged or incorrect, we will cover reasonable return costs where required by UK consumer law.
Contact Us
For any questions regarding returns, exchanges or refunds, please contact our customer service team:
Email: info@matteovelmont.com