Refund Policy

Your purchase is eligible for return or exchange only if it meets the following conditions: 
• An incorrect product has been delivered to you i.e. the product does not match the item in the order confirmation email.
• If the product you receive has a genuine manufacturing defect.

 

All our products are handmade by master artisans, one piece at a time, making each piece unique. Due to this process, a slight variation may occur between products, which is not regarded as a defect.

Given the nature of our products, we reserve sole discretion to provide resolution as we deem fit. Every return or exchange request is treated as an individual case. We are unable to offer refunds if we’ve been given an incorrect or incomplete shipping address, or if there are three failed delivery attempts by our shipping agency and/or the package is refused by the recipient.

If your purchase meets our return criteria stated above, please email us at hello@mattipilla.com within 24 hours of delivery with the following information: 
- Order number 
- Delivery address 
- Specify the reason for return and in case of a defective or incorrect product, please send us an image of the item 

We unfortunately will not be able to entertain emails or images sent over a day after delivery.

We’d request you to ensure that the product is sent back to us in its original condition and packaging with its original documents including tags, order invoice etc.

If there is a genuine defect in the product, we’re happy to exchange your product for a replacement, a different product of the same value or refund your order amount within 7 working days after we receive the product at our warehouse, following an inspection & quality check.

All returns/exchange courier charges to our warehouse are borne by the customer. On delivering your replacement, we will cover shipping charges.