Refund policy


If you want to make a return, contact us through our email and tell us:

  • Order number
  • Reason for return
  • pickup address
  • Time when you prefer the agency to pick up the package (This time is indicative since the agency will pick it up as soon as it can)
  • Tell us if you have the package ready

    We will contact you as soon as possible to process the return.


    The User may exercise their right of withdrawal -leaving without effect the contract between the User and Matties Bags- without the need to justify their decision and without penalty of any kind. However, the User must bear the direct costs derived from the return of the purchased product, if any. The return of products purchased through in Spain (Peninsula and Balearic Islands) and Portugal is free of charge.

    The User has a period of fourteen (14) days to exercise their right of withdrawal from the moment they receive -at the address designated for such purposes- the product purchased through

    The User must return the product purchased to Matties Bags in perfect condition, being cause for denial of the right of withdrawal that the product had been used or damaged by the User. Likewise, you must return it following the instructions established in the"Exchanges and Returns"section of this website.

    Exercised the right of withdrawal, the User will receive an e-mail confirming the acceptance (if the returned order is correct) of the return and Matties Bags will proceed to make the refund. Matties Bags will reimburse the user -in the same bank account through which the payment of the purchased product had been made through the economic amount for which the User purchased the product and that is reflected in the"Order Confirmation". Matties Bags will return the money 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 his right of withdrawal.


    In cases where the User, at the time of delivery, considers that the product does not comply with the provisions of these conditions, they must contact Matties Bags immediately by sending an email to the address web@mattiesbags. com providing the details of the product as well as the damage it suffers, or by calling +34 965 756 051.

    The User must return the product to the address indicated in the first section of these conditions.

    Matties Bags will carefully examine the returned product and will notify the User to the electronic address that he had provided for such purposes, within a reasonable period of time, if the return or replacement of the product is appropriate (if applicable). The return or replacement of the product will be made as soon as possible and, in any case, within 30 days following the date on which we send you an email confirming that the return or replacement of the non-compliant item is appropriate.

    The amounts paid for those products that are returned due to some defect or defect, when it actually exists, will be fully reimbursed, as well as the costs that the User would have incurred to return it to us. The refund will be made to the same credit card that was used to pay for the purchase.

    The rights recognized by current legislation are protected.