Refund & Return Policy
Your satisfaction is our priority. If your handcrafted piece isn't perfect, we are here to make it right.
7-Day Return Window
Requests must be initiated within 7 days of delivery. Please contact us within 48 hours if an item arrives damaged to ensure a swift resolution.
Eligibility Guidelines
- ✓Item arrives visibly damaged (cracked, broken, or bent)
- ✓Wrong item sent (different from what you ordered)
- ✓Item is significantly different from the product listing
- ✓Manufacturing defect discovered within 7 days of delivery
- ✕Change of mind after delivery
- ✕Damage caused by misuse, water soaking, or chemicals
- ✕Custom orders once production has begun
- ✕Items returned more than 7 days after delivery
- ✕Items without original packaging or proof of purchase
Custom Orders
Custom pieces are made exclusively for you and cannot be returned once production starts. If it arrives damaged, we will remake it for you free of charge.
How to Request a Return
Document the Issue
Take clear photos of the damaged or incorrect item. Include the packaging if it was damaged in transit.
Contact Us Within 48 Hours
Email hello@matocrafts.com with your order number, photos, and a brief description of the issue. The sooner the better.
We Review Your Request
We respond within 1–2 business days confirming whether your return is approved and the next steps.
Return the Item (if required)
If a physical return is needed, we arrange pickup via Pick & Drop at no cost to you. Keep the original packaging.
Replacement or Refund
Once we receive and inspect the returned item, we issue a replacement or refund within 3–5 business days.
Refund Methods & Timelines
Need to start a return?
Please email us with your order number and clear photos of the item. We usually respond within 24 hours.
hello@matocrafts.com