Exchanges and Returns
Matissa accepts exchanges and returns of items purchased online, in accordance with Decree-Law no. 24/2014.
Exchanges
How does it work?
You can request an exchange within 14 calendar days of receiving your order by emailing info@matissa.pt or using the contact form.
Please include your order number, the items you wish to exchange and the items you would like instead. We will confirm availability and any applicable costs.
Exchange conditions
Handle the items only as necessary to establish their characteristics and functioning, as you would in a shop.
Return any included accessories and, wherever possible, the labels and original product packaging.
Handling beyond what is necessary for this inspection may result in a deduction from your refund corresponding to any diminished value, in accordance with the law.
Sending your exchange
You can use a carrier of your choice. We recommend a tracked service and keeping proof of postage.
You are responsible for the cost of returning the items and shipping the replacement, except where MATISSA has made an error or the item is faulty.
If you no longer have the original shipping box, use other suitable packaging to protect the items.
We do not accept parcels sent with charges payable on delivery.
Payment and dispatch of the replacement
Once we have received and checked the returned items:
If the replacement costs more, you will need to pay the difference.
If it costs less, the difference will be refunded using the payment method used for the purchase.
The replacement will be dispatched once any applicable payments have been confirmed. If an exchange is not possible, you may choose a return under this policy, without affecting your statutory rights.
Questions?
For further information about exchanges, email info@matissa.pt or use the contact form on our website.
Returns
How do I start a return?
You can notify us of your decision to return your purchase within 14 calendar days of receiving your order, without giving a reason.
Email info@matissa.pt or use the contact form on our website. To help us process your request, include your order number and the items you wish to return.
The MATISSA team will send you instructions and the return address. This contact helps the process but does not make your right of withdrawal conditional on our authorisation.
Return conditions
Handle the items only as necessary to establish their characteristics and functioning, as you would in a shop.
Return any included accessories and, wherever possible, the labels and original product packaging.
Handling beyond what is necessary for this inspection may result in a deduction from your refund corresponding to any diminished value, in accordance with the law.
Sending your return
Send the items without undue delay, suitably protected and identified. They must be sent no later than 14 days after you notify us of your decision to return them.
You can use a carrier of your choice. We recommend a tracked service and keeping proof of postage.
You are responsible for return shipping costs, except where MATISSA has made an error or the item is faulty. We do not accept parcels sent with charges payable on delivery.
If you no longer have the original shipping box, use other suitable packaging to protect the items.
Refunds
Your refund will be issued using the same payment method as your purchase, unless expressly agreed otherwise, at no additional cost to you.
The statutory deadline is 14 days after you notify us of your decision to return the purchase. We may withhold the refund until we receive the items or evidence that you have sent them back, whichever occurs first.
If you return the entire order, we also refund the cost of standard delivery. If you chose a more expensive delivery option, the additional cost will not be refunded.
We process returns internally within 3 working days of receiving the items, without affecting the applicable statutory deadlines.
You will receive an email confirmation when the refund is processed. The time it takes for the money to appear in your account depends on your payment provider. If you cannot find the refund, contact us so we can check.
Questions?
If you receive a faulty or damaged item, or an item different from the one you ordered, contact info@matissa.pt. Include your order number and describe the problem; if possible, attach photographs to help us assess it.
MATISSA will explain the next steps and cover any transport costs it is legally required to bear.
The change-of-mind return periods in this policy do not limit your statutory rights concerning faulty or non-conforming goods.
For questions or updates about a request:
Email: info@matissa.pt
Contact form: available at www.matissa.pt
This policy does not limit consumer rights under applicable legislation, including Portuguese Decree-Law No. 24/2014, as amended.