At Matteo Explores, we take pride in providing high-quality camping gear and luggage for all your adventures. If you encounter any issues with your order, please review our return and refund policy below.
1. Returns Eligibility
1.1 We only accept returns in the case of:
- Damaged or defective items upon delivery.
- Incorrect items received.
1.2 To be eligible for a return, the item must be:
- Unused and in its original condition.
- In original packaging, with all accessories, tags, and labels attached.
- Reported to us within 48 hours of delivery with clear photos of the issue.
1.3 Returns due to change of mind, incorrect size selection, or personal preference are not accepted.
2. Refund Process
2.1 Once your return is approved, we will process a refund through the following options:
- A replacement item (if available).
- A cash refund only if a replacement is not available.
2.2 Refunds will be processed within 7-14 business days after we receive and inspect the returned item.
3. Return Shipping
3.1 Customers are responsible for return shipping costs unless the return is due to an error on our part (wrong or damaged item).
3.2 We recommend using a trackable shipping service to ensure we receive your return.
4. Non-Returnable Items
The following items cannot be returned or refunded:
- Items that have been used, washed, or altered.
- Clearance or discounted items.
- Custom-made or personalized products.
5. How to Request a Return
To initiate a return, please contact us within 48 hours of delivery at:[email protected]
Please include:
- Your order number.
- Photos of the damaged or incorrect item.
- A brief description of the issue.
Once approved, we will provide return instructions.
6. Cancellations
Orders cannot be canceled once they have been shipped.
By purchasing from Matteo Explores, you agree to our Return and Refund Policy. We appreciate your understanding and support!