Return and Refund Policy

Return Period

Our return policy is valid for 30 days from the date of purchase. If 30 days have passed since your purchase, unfortunately, we cannot offer you a full refund or exchange.

Eligibility Conditions

To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. For hygiene and safety reasons, opened, used, or damaged items cannot be returned.

Non-Returnable Items

Certain items cannot be returned:

• Gift cards
• Personal care items (such as perfumes, lotions, and body gels) that have been opened or used
• Customized or personalized items

Return Procedure

To initiate a return, please contact our customer service at order@matiere-premiere.com, providing your order number and proof of purchase. If the product is damaged or not as described, please include photos of the item and packaging to assess any damage or delivery errors.

Returns and Exchanges for Damaged or Non-Conforming Products

If you receive a damaged or incorrect product, we will offer a replacement or a full refund, including return shipping costs, subject to availability. The product must be returned in its original packaging along with the purchase invoice.

Refunds

Once your return is received and inspected, we will send you an email to notify you of the receipt and the approval or rejection of your refund. If approved, your refund will be processed, and a credit will be applied to your credit card or original payment method within 14 days.

Delays or Missing Refunds

If you have not received your refund yet:

1. Check your bank account again.
2. Contact your credit card company, as there may be a processing delay before the refund is officially posted.
3. Contact your bank. There is often some processing time before the refund is posted.

If you’ve done all of this and still have not received your refund, please contact us at order@matiere-premiere.com.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item, please contact us at order@matiere-premiere.com. If the item for exchange is unavailable, a refund will be issued.

Right of Withdrawal

In accordance with Article 12 of our General Terms and Conditions of Sale, you have the right to withdraw from your purchase within 14 days of receiving your order to request a refund of the product and standard delivery fees. Return shipping costs remain the responsibility of the customer, except in cases of damaged or non-conforming products.

Returning Products

Return shipping costs are your responsibility and are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund amount.

We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item.

Need Help?

For any questions regarding returns or refunds, please contact us at order@matiere-premiere.com.