Refund policy

Return & Refund Policy

Last updated: May 23, 2025

This Return & Refund Policy outlines the rights and procedures regarding the return and reimbursement of products purchased from MathreCosmetics ("we," "us," or "our"), in compliance with applicable EU consumer protection laws, including Directive 2011/83/EU.

1. Return Window

Returns are accepted within 14 calendar days from the date the goods are delivered to you or a third party designated by you (other than the carrier).

2. Conditions for Return

Returns are accepted only if:

The product does not correspond to the item ordered
The item is unused, in original, undamaged packaging, and accompanied by proof of purchase

Not eligible for return:

Change-of-mind
Customer error (e.g., wrong name, address, or payment data)
Personalized or custom-made products (unless defective or erroneously produced)

3. Exceptions for Customized Items

Products manufactured on demand are not eligible for return, unless defective or incorrectly supplied.

4. Return Procedure

To initiate a return:

Email: support@mathrecosmetics.com within 14 days
Provide: Order number, description of issue, and unedited photos/videos of the item
Upon approval, a prepaid return label will be issued. Returned items must be dispatched within 14 days of return approval.

5. Free Returns

Free returns apply only in cases of:

Wrong item received
Items damaged in transit

All other returns must be shipped at the customer’s expense.

6. Refunds

Refunds are granted only if:

The item is received damaged
The wrong item was delivered

Refunds are processed to the original payment method within 5–7 business days of successful return inspection.

Exclusions:

Custom-made items
Requests submitted after 14 days
Incomplete or manipulated documentation
Unclaimed or misaddressed orders

7. Quality Control Review

All return and refund requests are subject to manual quality inspection. We reserve the right to reject a claim if:

Media evidence appears altered
Return conditions are not fully satisfied

8. EU Right of Withdrawal

You have the legal right to withdraw from the contract without giving any reason within 14 days. This applies only to eligible non-customized goods.

To exercise this right, you may use the following Model Withdrawal Form or contact us directly.

Model Withdrawal Form (optional use)

To: MathreCosmetics
Email: support@mathrecosmetics.com

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:

— Ordered on [DATE]
— Order number: [ORDER ID]
— Name of consumer(s): [FULL NAME]
— Address of consumer(s): [ADDRESS]
— Signature of consumer(s) (only if this form is notified on paper): ____________
— Date: ____________