Refund policy

MatVibe – Return & Refund Policy

At MatVibe, we’re committed to delivering comfort you can feel every day. If something isn’t right with your order, we’ll make it right — simply, fairly, and transparently.

✅ Eligibility for a Refund

You may request a return or refund within 14 days of receiving your order if:

  • You contact us within this timeframe
  • The item is unused and in original packaging
  • The item is damaged, defective, or incorrect

🚫 Non-Refundable Items

We do not accept returns for:

  • Items that have been used, washed, or altered after delivery
  • Items returned without original packaging
  • Custom or made-to-order products
  • Final sale or discounted items
  • Products marked non-returnable at checkout

📝 How to Request a Return

To start a return, contact our support team with:

  • Your order number
  • A brief explanation of the issue
  • Clear photos of the product and packaging (if applicable)

🔄 Return & Refund Process

1) Review & Approval

Our team will review your request and may ask for additional details if needed.

Return address: RM03, 24/F, HO KING COMM CTR，2-16 FAYUEN ST, MONG KOK，HONG KONG

  • It should be noted that if the consumer initiates the cancellation of the order before the shipment time, and it is within the time specified by the website for initiating the cancellation of the order, the order can be cancelled;

2) Return Instructions

If approved, we’ll provide:

  • Return address
  • Shipping instructions

📦 Return shipping costs are the customer’s responsibility, unless:

  • The item is defective
  • The item arrived damaged
  • The wrong item was delivered

3) Refund Issuance

Once your return is received and approved:

  • Refund will be issued to your original payment method
  • Processing time: 5–7 business days (depending on provider)

📌 Important Notes

  • All returns must be pre-approved
  • Items must be returned in original condition
  • Shipping fees are non-refundable (unless item is faulty)
  • Returns showing signs of use or damage may be rejected
  • Excessive or suspicious returns may be declined

💬 Need Help?

We’re here to support you every step of the way.
👉 Visit our Contact Us page with any questions, and our team will ensure your Fleuria experience stays smooth and worry-free.