Refund policy

RIGHT OF WITHDRAWAL

The right of withdrawal allows consumers to return a product to the retailer within the statutory period without having to provide a reason or incur any penalty.

The period for exercising the right of withdrawal is 14 calendar days from receipt of the product.

Please note that the right of withdrawal does not apply to products made to order according to the customer’s specifications or that are clearly personalised. Returns of upholstered furniture are also excluded where the furniture has been made to order according to the customer’s specifications or is clearly personalised.

Royal Legislative Decree 1/2007 of 16 November, approving the consolidated text of the General Law for the Defence of Consumers and Users and other complementary laws, establishes exceptions to the right of withdrawal. Under Article 103(c), the right of withdrawal does not apply to the supply of goods made to the specifications of the consumer and user or that are clearly personalised.

To exercise your right of withdrawal, you can request a return directly from your customer account:

REQUEST A RETURN OR CANCELLATION

From your account, you can access the relevant order and request a return or, where the order can still be cancelled, request its cancellation. Once the request has been submitted through this system, you will receive confirmation.

You may also exercise your right of withdrawal by sending us an unequivocal statement communicating your decision within the 14-calendar-day period by email to info@matutahome.com.

RETURNING A PRODUCT

The customer has the right to withdraw from the contract by returning the product to the address provided by MATUTA HOME.

The product must be returned without undue delay and no later than 14 calendar days from the date on which the customer communicated their decision to withdraw, unless MATUTA HOME has offered to collect the product.

The period for exercising the right of withdrawal expires 14 calendar days after the day on which the customer, or a third party other than the carrier and designated by the customer, acquires physical possession of the product.

If the customer has ordered several products in a single order that are delivered separately, or if a single product is delivered in several lots, the withdrawal period expires 14 calendar days after the day on which the customer, or a third party other than the carrier and designated by the customer, acquires physical possession of the last product or lot.

Products must be returned in the same condition in which they were delivered and, whenever possible, in their original packaging. Products must be packed securely. To help ensure that the parcel arrives without incident, please protect it adequately and seal it correctly.

The consumer is liable only for any diminished value of the products resulting from handling other than what is necessary to establish their nature, characteristics and functioning.

If the right of withdrawal is exercised, MATUTA HOME will reimburse the corresponding payments received, including, where applicable, delivery costs up to the cost of the least expensive standard delivery method offered by MATUTA HOME.

If the customer expressly selected a delivery method that was more expensive than the least expensive standard delivery method offered by MATUTA HOME, the additional costs arising from that choice will not be reimbursed.

The reimbursement will be made without undue delay and, in any event, within 14 calendar days from the date on which the customer communicated their decision to withdraw. MATUTA HOME may withhold the reimbursement until it has received the products or until the customer provides evidence that they have returned them, whichever occurs first.

The reimbursement will be made using the same means of payment used by the customer for the initial transaction, unless another method is expressly agreed, provided that this does not incur any cost for the customer.

The direct cost of returning the products will be borne by the customer, except where a product is defective, does not conform to the contract or an incorrect item has been received in error. In those cases, MATUTA HOME will bear the corresponding cost.

To make a return, or if you have any questions about our returns policy, you can access your customer account.

You can also email us at info@matutahome.com or complete the contact form available on our website.