Política de reembolso

Return and Refund Policy

1. Introduction
If you are not satisfied with your purchase from Matilda Kerr (matildakerr.com), you may request a return under the conditions described in this policy.

2. Two different cases: change of mind vs. faulty product

Change of mind. You may return your order without giving a reason. In this case, the cost of return shipping is your responsibility.

Faulty or non-conforming product. If your item arrives damaged or faulty, or does not match what you purchased, please let us know explicitly. This case is handled under your statutory consumer rights, at no shipping cost to you, and we will repair, replace or refund the item.

Reshipment insurance for faulty items. All our orders are covered by reshipment insurance: if your product arrives with a defect, we will send you a new one at no extra cost, without you having to return the damaged item.

3. Time limit
You have 30 calendar days from receipt of your order to request a return.

4. Condition of returned items
Items must be returned unused, with their original tags attached and, where possible, in their original packaging.

If we find signs of use beyond what is necessary to inspect the product, we may apply a proportional reduction to your refund.

5. How to start a return
Before sending the item back, please let us know that you wish to return it through our contact form or by email at info@matildakerr.com. Include your order number. Giving a reason for the return is optional.

Please wait for our confirmation before shipping the parcel. We will then send you the exact return address and shipping instructions.

6. Return shipping costs
For change-of-mind returns, the cost of shipping the item to our warehouse in Asia is borne by the customer.

7. Refund timeframe and method
Once we have received and inspected the returned item, we will notify you by email whether your return has been approved or rejected. If approved, we will refund the amount to the original payment method within a maximum of 5 to 7 business days.

8. Contact
If you have any questions about your return, write to us at info@matildakerr.com or through our contact form.