Return periods
14 days
Legal right of withdrawal
For any online purchase, you have 14 calendar days after receipt to withdraw without justification. Return shipping costs are borne by the customer.
30 days
Matenor satisfaction guarantee
Beyond the legal deadline and up to 30 days, we accept returns for convenience. Return shipping costs are then at your expense.
Return conditions
To be accepted, the returned product must meet the following conditions:
Product in its original condition, unused
Original packaging intact (box, accessories, manuals)
Return initiated within 30 days of receipt
Prior agreement from our returns service obtained
Personalised or custom-made products
Products damaged by misuse
Fitted/used spare parts
Products returned without prior agreement
Return procedure
1
Contact us
Send an email to
contact@matenor.fr
or via our contact form stating your order number, the product(s) to return and the reason for the return.
2
Agreement and instructions
Our team replies within 24 working hours with a return agreement and shipping instructions (return address, required packaging).
3
Sending the return
Pack the product carefully and ship it. Keep the tracking number. For a warranty or defect return, we provide a prepaid label.
4
Verification & Refund
Upon receipt, we check the product within 5 working days. The refund is then made by the same payment method within a maximum of 14 calendar days.
Return costs & refund
| Return reason |
Return costs |
Refund deadline |
| Defect / non-conformity |
Covered by Matenor |
14 calendar days |
| Legal withdrawal (14 days) |
At the customer's expense |
14 calendar days |
| Convenience (14 to 30 days) |
At the customer's expense |
14 calendar days |
The refund corresponds to the price of the returned products. Original shipping costs are only refunded if the return is due to an error or defect on our part.
Returns from Europe and Switzerland
UE
Belgium, Germany, Italy, Spain
Return within 30 days. Legal right of withdrawal of 14 days (EU Directive 2019/771). Return costs at the customer's expense unless proven defect. Refund within 14 calendar days.
+UE
Poland, Portugal, Sweden, Austria, Norway, Romania, Denmark, Finland, Hungary, Ireland, Lithuania, Czech Rep.
Return within 30 days. Legal right of withdrawal of 14 days (EU Directive 2019/771). Return costs are at the customer's expense unless a proven defect. Refund within 14 calendar days.
CH
Switzerland (outside the EU)
Return within 30 days. Return shipping costs and any customs fees for the return are borne by the customer. Refund within 14 days of receipt and inspection of the product.
