Refund policy
Last updated: 12/03/26
HOW TO RETURN YOUR MATTIES?
If you want to make a return from mainland Spain or the Balearic Islands, please contact us via our email web@mattiesbags.com and tell us:
- Order number and full name
- Reason for the return
- Return method ("Home delivery" or "Pickup point"):
- Home delivery (€3.95): If you want the shipping agency to pick up the return from a home address, we need you to provide: the pickup address, the preferred time for the package to be collected (this time is approximate since the shipping agency depends on its route and will come when possible), and let us know that you have the package ready.
- Pick-up point (FREE).
We will contact you and provide the necessary instructions to process your return.
If you want to make a return from a location other than Mainland Spain or the Balearic Islands, please contact us through our email address provided above and include the Order Number, Reason for Return, Pickup Address, and whether you have the package ready.
We will contact you as soon as possible to process the return. The date of the email requesting the return will be taken into account, as our response may be delayed during holiday periods. To check our holidays or non-working days, you can consult ourShipping Policy.
RIGHT OF WITHDRAWAL
The User may exercise their right of withdrawal - nullifying the contract entered into between the User and Matties Bags - without the need to justify their decision and without any penalty. However, the User must bear the direct costs arising from the return of the purchased product, if any.
The return of products purchased through mattiesbags.com in Spain (Peninsula and Balearic Islands) is free of charge. It is important to note that shipping costs are non-refundable.
The return of products purchased through mattiesbags.com in Germany, Austria, Belgium, Bulgaria, Czech Republic, Croatia, Denmark, Slovakia, Slovenia, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Madeira and Azores, Netherlands, Poland, Portugal, Romania, and Sweden does incur a return shipping cost to be borne by the customer; furthermore, shipping costs are non-refundable.
In the following table, we detail the return costs:
|
|
Return shipping costs* |
|
SPAIN PENINSULA AND BALEARIC ISLANDS: Inpost pickup point Home delivery |
- € 3.95 € |
|
CANARY ISLANDS |
To consult |
|
GERMANY |
17.90 € |
|
AUSTRIA |
21.90 € |
|
BELGIUM |
21.90 € |
|
BULGARIA |
42.95 € |
|
CZECHIA |
21.90 € |
|
CROATIA |
42.95 € |
|
DENMARK |
21.90 € |
|
SLOVAKIA |
21.90 € |
|
SLOVENIA |
21.90 € |
|
ESTONIA |
42.95 € |
|
FINLAND |
42.95 € |
|
FRANCE |
17.90 € |
|
GREECE |
42.95 € |
|
HUNGARY |
42.95 € |
|
IRELAND |
42.95 € |
|
ITALY |
21.90 € |
|
LATVIA |
42.95 € |
|
LITHUANIA |
42.95 € |
|
LUXEMBOURG |
21.90 € |
|
WOOD AND AZORES |
38.00 € |
|
NETHERLANDS |
21.90 € |
|
POLAND |
21.90 € |
|
PORTUGAL |
14.95 € |
|
ROMANIA |
42.95 € |
|
SWEDEN |
42.95 € |
*Shipping costs are non-refundable.
The User has a period of thirty (30) days to exercise their right of withdrawal starting from the moment they receive the product purchased through mattiesbags.com at the designated address. Important notice: In November and December, we extend the return period until January 10.
The User must return the purchased product to Matties Bags in perfect condition, and the right of withdrawal will be denied if the product has been used or damaged by the User.
Once the right of withdrawal has been exercised, the User will receive an email confirming the acceptance (if the returned order is correct) of the return, and Matties Bags will proceed with the refund. Matties Bags will refund the user - to the same bank account through which the payment for the purchased product was made - the amount paid by the User for the product, as reflected in the "Order Confirmation." Matties Bags will process the refund as soon as possible and, in any case, within thirty (30) days from the date Matties Bags receives the document through which the User exercises their right of withdrawal.
DEFECTIVE PRODUCT RETURNS
In cases where the User, at the time of delivery, considers that the product does not comply with the conditions stipulated herein, they must contact Matties Bags immediately by sending an email to web@mattiesbags.com providing the product details as well as the damage it has suffered, or by calling the phone number +34 965 756 051.
The User must return the product to the address indicated in the first section of these terms and conditions.
Matties Bags will carefully examine the returned product and notify the User at the email address provided for this purpose, within a reasonable time frame, whether the return or replacement of the product is applicable (if applicable). The return or replacement of the product will be carried out as soon as possible and, in any case, within 30 days from the date we send an email confirming that the return or replacement of the non-compliant item is approved.
The amounts paid for those products that are returned due to any defect or fault, when it actually exists, will be fully refunded to you, as well as any costs incurred by the User to return them to us. The refund will be made to the same credit card used to pay for the purchase.
The rights recognized by current legislation are reserved.