This Refund & Return Policy applies to purchases made through www.matronne.com and forms part of the Terms of Service governing the sale of physical products under the Matronne brand.

1. Order Fulfilment and Delivery
   Matronne works directly with established international carriers, including DHL, FedEx and UPS priority shipping services, for the secure transportation of customer orders.
   Following dispatch, delivery to European destinations generally takes approximately 5–8 business days, although actual delivery times may vary due to regional customs procedures, public holidays, severe weather conditions, transportation disruptions or other circumstances beyond our reasonable operational control.
   To assist customers in monitoring the progress of their orders and to actively prevent delivery disputes, automated shipment tracking notifications will be sent to the email address provided at checkout when key shipping events occur, including:

Order dispatch from our facility;

Arrival at carrier facilities;

Transfer between logistics hubs;

Local delivery processing;

Final delivery completion.

Customers are responsible for providing a valid, accurate, and accessible email address when placing an order.

2. Delayed and Lost Shipments
   If an order exceeds the standard estimated delivery timeframe, Matronne will immediately initiate an official investigation with the relevant carrier to trace the consignment.
   Where an investigation confirms that a shipment has been officially lost, cannot be located, or is otherwise unlikely to be delivered within a reasonable period, Matronne assumes full operational responsibility and will immediately provide the customer with either:

A priority replacement shipment at our expense; or

A full refund of the total purchase price paid for the affected product.

Additional information may be requested from the customer where reasonably necessary to facilitate the official carrier carrier investigation process.

3. Right of Withdrawal (European Customers)
   For customers residing within the European Economic Area (EEA) and other jurisdictions where statutory distance-selling rights apply, consumers have a legal right of withdrawal from the contract within 14 days of receiving the goods without providing a reason.
   To exercise this right of withdrawal, the customer must notify Matronne by clear email communication at extra@matronne.com before the 14-day withdrawal period expires.
   Following this notification, returned products must:

Be dispatched back to our designated facility without undue delay and no later than 14 calendar days from the day on which the withdrawal notice was communicated;

Be in substantially the same condition as received, showing no signs of diminished value from unnecessary handling;

Include all original packaging and components supplied with the order.

The customer is responsible for arranging and paying for the return shipment unless otherwise required by applicable mandatory consumer laws. Upon receiving the returned goods, or conclusive proof of return postage, Matronne will refund the full purchase price along with the standard outbound delivery costs originally paid by the customer.

4. Return Address
   Unless otherwise instructed by Matronne in writing, returned products should be sent safely to our designated return processing address in Canada, which will be formally provided by customer support after your return request has been verified. Returns sent without prior authorisation may experience processing delays.

5. Damaged, Defective or Incorrect Items
   If a customer receives a premium desk mat that has been damaged during transit, contains a manufacturing defect, or differs materially from the specific item ordered, the customer should contact Matronne promptly via email at extra@matronne.com.
   To assist our team with an immediate review, customers are requested to provide:

Clear photographic documentation of the product;

Photographs of any visible damage or structural defects;

Photographs of the shipping packaging where relevant;

The original order number.

Following a prompt review of the submitted information, Matronne will resolve the matter immediately by providing either:

A priority replacement product; or

A full refund (including all associated shipping fees).

For products officially confirmed by our team as damaged, defective, or incorrectly supplied upon delivery, Matronne generally does not require a physical return of the affected item before finalising the resolution.

6. Refund Processing
   Approved refunds will be processed through the original payment method used for the initial transaction within 14 days of approval or verification. Depending on the payment method selected at checkout, refunds will be returned securely to:

Visa;

Mastercard;

American Express;

Apple Pay;

Google Pay;

Other eligible electronic wallet payment methods accepted at the time of purchase.

Once processed and released by Matronne, the time required for funds to reflect in the customer’s account balance may vary according to the processing schedules of the relevant financial institution or payment provider.

7. Non-Returnable Circumstances
   Matronne reserves the right to decline returns or issue a partial refund where permitted by applicable law if:

Returned products show clear signs of use beyond what is reasonably necessary to inspect the nature, characteristics and functionality of the goods;

Products are returned incomplete or missing original components;

Products have been altered, modified, or damaged after physical delivery;

The return shipment or request falls completely outside the statutory return periods.

Nothing in this section shall limit or exclude any mandatory consumer rights that cannot be lawfully excluded under applicable destination laws.

8. Contact Information
   For return requests, withdrawal notices or refund enquiries, customers may contact:
   Matronne
   Website: www.matronne.com
   Email: extra@matronne.com

Customers should include their order number and clear details when contacting customer support to facilitate immediate review and processing by our internal team.