1. Introduction These Terms of Service (“Terms”) govern the use of the website www.matronne.com (the “Website”) and the purchase of products offered by Matronne (“Matronne”, “we”, “us”, or “our”). By accessing the Website or placing an order, you agree to be bound by these Terms. If you do not agree with these Terms, you should not use the Website or place an order.

2. Merchant Information Matronne Website: www.matronne.com Email: extra@matronne.com

3. Products Matronne offers physical premium oversized felt and leather desk mats and related desk surface accessories through the Website. Product descriptions, dimensions, materials and images displayed on the Website are intended to provide an accurate representation of the products offered for sale. Minor variations that do not affect the essential characteristics, premium quality, or intended use of a product shall not constitute a defect.

4. Orders An order submitted through the Website constitutes an offer to purchase products. A contract is formed when the order is formally accepted and a confirmation notification is issued by Matronne. We reserve the right to decline or cancel an order where reasonably necessary, including where:

  • Product availability is affected;
  • Pricing information contains a material error;
  • Fraudulent, unlawful or unauthorised activity is suspected by our risk management systems;
  • Compliance with applicable laws requires cancellation.

Where payment has already been received for a cancelled order, an immediate full refund shall be issued automatically through the original payment method.

5. Prices and Taxes All prices displayed on the Website are shown in the currency indicated at checkout. Any applicable taxes, duties or charges will be clearly presented during the checkout process where required by applicable law. Customers are responsible for providing accurate billing and delivery information.

6. Shipping and Delivery Matronne delivers physical products directly from controlled inventory to customers within eligible European destinations and other supported regions. Orders are typically dispatched after processing and are transported through recognised international carriers, including priority services operated by DHL, FedEx, UPS or comparable delivery providers. The estimated delivery time is generally 5–8 business days from shipment, although actual delivery times may vary depending on destination, customs procedures, carrier operations and other circumstances beyond our reasonable control. To assist customers in monitoring order progress and to mitigate delivery disputes, unique shipment tracking numbers will be issued automatically to the email address provided during checkout when relevant shipment milestones occur, including dispatch, transit updates and local delivery events. If an order exceeds the standard delivery timeframe, Matronne will immediately initiate an investigation with the relevant carrier. Following the prompt completion of the investigation, Matronne will provide a replacement shipment or a full refund where appropriate.

7. Risk and Transfer of Goods For consumers located within the European Economic Area (EEA), the risk of loss of or damage to goods shall transfer to the customer only when the customer, or a third party designated by the customer, acquires physical possession of the goods. Until physical delivery occurs, full operational responsibility for loss or damage during transportation remains with Matronne, except where the customer independently arranges a carrier not offered or supported by Matronne. Nothing in these Terms shall limit any mandatory consumer rights provided under applicable European consumer protection legislation.

8. Right of Withdrawal Consumers located within the European Economic Area are entitled to exercise a statutory right of withdrawal from the contract without giving any reason. The withdrawal period expires 14 days after the day on which the customer, or a third party designated by the customer (other than the carrier), receives physical possession of the goods. To exercise the right of withdrawal, the customer must notify Matronne by clear email communication at: extra@matronne.com before the expiry of the 14-day withdrawal period. The customer must return the goods without undue delay and no later than 14 days after communicating the decision to withdraw. Returned goods must be in a condition suitable for resale and should include all items originally supplied where reasonably possible. Refunds—comprising the full purchase price and standard delivery costs—will be issued without undue delay and no later than 14 days from the day on which we receive the returned goods back or receive conclusive evidence of return shipment, whichever occurs first.

9. Damaged, Defective or Incorrect Items If a product arrives damaged, defective or materially different from the order placed, the customer should contact Matronne promptly by email at: extra@matronne.com and provide reasonable evidence, such as photographic documentation showing the condition of the item and its packaging. Upon immediate review of the information provided, Matronne will, as appropriate:

  • Provide a priority replacement product; or
  • Issue a full refund (including any associated delivery fees).

For products confirmed as damaged or defective upon delivery, return of the affected item will not normally be required where photographic evidence reasonably demonstrates the issue. This clause does not limit any statutory warranty rights available under applicable consumer protection laws.

10. Refund Processing Approved refunds will be processed through the original payment method used for the transaction within 14 days of approval or verification. While Matronne releases funds immediately, the actual processing times required for the funds to reflect may vary depending upon the customer’s financial institution and payment provider. Where a replacement shipment is issued, the original order shall be considered fully resolved upon successful delivery of the replacement item unless otherwise required by law.

11. Customer Responsibilities Customers are responsible for:

  • Providing accurate, complete and authorised order information;
  • Providing a valid and secure delivery address;
  • Monitoring electronic communications relating to their order;
  • Ensuring that delivery can reasonably be completed at the designated address. Matronne shall not be held responsible for delivery failures or additional costs arising from inaccurate or incomplete information supplied by the customer.

12. Limitation of Liability Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by applicable law. Subject to mandatory legal requirements, Matronne shall not be liable for indirect, incidental, consequential or special losses arising from the use of the Website or the purchase of products. Where liability cannot lawfully be excluded, our total liability shall be limited strictly to the amount paid for the relevant order to the extent permitted by applicable law.

13. Force Majeure Matronne shall not be liable for delays or failures resulting from events beyond its reasonable control, including but not limited to transportation disruptions, customs delays, natural events, labour disputes, governmental actions or severe interruptions affecting regional logistics operations. In such circumstances, affected delivery obligations shall be suspended for the duration of the event to the extent permitted by law.

14. Governing Law These Terms shall be governed by and construed in accordance with the laws applicable in Canada, without prejudice to the mandatory consumer protection rights and regulations available under the laws of the customer’s country of residence within the European Economic Area. Consumers shall retain any mandatory protections granted under applicable local consumer legislation.

15. Amendments Matronne may update these Terms from time to time where reasonably necessary to reflect legal, operational or commercial developments. The updated version shall become effective immediately upon publication on the Website.

16. Contact Information For any questions regarding these Terms, please contact:

Matronne

Website: www.matronne.com

Email: extra@matronne.com

Telephone:+1 (604) 555-8427

Registered Address:250 Harbour Centre Drive Suite 408 Vancouver, BC V6B 5L1 Canada