Refund & Returns Policy

Refund & Returns Policy for Matin Collective
Effective Date: December 15, 2024

At Matin Collective, we strive to provide high-quality products and an exceptional shopping experience. If for any reason you are not satisfied with your purchase, we’re here to help with a fair and transparent return and refund process.

1. Eligibility for Returns

We accept returns under the following conditions:

  1. Items must be returned within 30 days of delivery.
  2. Products must be unused, unworn, and in their original condition, with all tags and labels attached.
  3. Items marked as final sale or non-refundable are not eligible for returns or refunds.
  4. Custom or personalized items cannot be returned unless they arrive damaged or defective.

2. Initiating a Return

To initiate a return:

  1. Contact our Customer Support team at [email protected] with the subject line “Return Request – Order [Order Number]”.
  2. Provide the following details in your email:
    • Your full name and contact information.
    • The order number.
    • The product(s) you wish to return and the reason for the return.

We will review your request and provide you with a return authorization and instructions, including the address to send the return.

3. Return Shipping Costs

  • Customers are responsible for the cost of return shipping unless the return is due to an error on our part (e.g., wrong item shipped, defective product).
  • We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee receipt of returned items.

4. Conditions for Refunds

Once we receive and inspect your returned item(s), we will notify you of the approval or rejection of your refund. Refunds will only be processed if:

  • The returned item meets the eligibility criteria stated in Section 1.
  • The return is accompanied by the original order receipt or proof of purchase.

If approved, your refund will be processed, and the amount will be credited to your original method of payment within 7-10 business days.

5. Exchanges

We do not offer direct exchanges. If you wish to exchange an item, please follow the return process and place a new order for the desired item.

6. Damaged or Defective Products

If you receive a damaged or defective product:

  1. Notify us within 7 days of receiving the item by emailing [email protected] with the subject line “Damaged Item – Order [Order Number]”.
  2. Include clear photographs of the damage or defect.
  3. Specify whether you would like a replacement or a refund.

Upon review and approval, we will cover the cost of return shipping and either replace the item or issue a full refund.

7. Non-Refundable Items

The following items are non-refundable:

  • Gift cards.
  • Final sale items.
  • Custom or personalized items unless defective.

8. Late or Missing Refunds

If you haven’t received your refund within the stated timeframe:

  1. Check your bank account or credit card statement.
  2. Contact your bank or credit card provider, as processing times may vary.
  3. If the issue persists, email us at [email protected], and we will assist you further.

9. Contact Information

If you have any questions about our Refunds and Returns Policy, please contact us:

  • Email: [email protected]
  • Address: 1014-1124 Bleury Street, Montreal, H2Z0C5, Quebec, Canada