Refund policy

Returns

At Matachi, we want you to feel absolutely comfortable in your sleepwear. All purchases are final and non-refundable. Once an order is placed at Matachi, we are unable to accommodate cancellations or refunds of purchase, with no exceptions. By placing an order with Matachi, all customers acknowledge and agree to our Returns Policy.

For any questions or concerns, please contact info@matachiofficial.com. To help us assist you promptly, please include your first and last name used at purchase, along with your order number in the subject line of your email.

Defective or Damaged Items

We take great care in crafting quality sleepwear, but if you receive a defective or damaged item, please email us at info@matachiofficial.com within 5 days of delivery so we can make it right. Photos of the damaged item(s) may be required to expedite the process. Please clearly state in your email that your items have been damaged or defective upon arrival.

 

 

Exchanges

Matachi honors exchanges specifically for sizing issues only, and only if the requested size is available. We want you to find your perfect fit for ultimate comfort.

Exchange Process:

All exchange requests must be initiated within 7 days of delivery through our Exchange Request portal. Exchange requests will not be accepted via email.

If your exchange request is accepted, you have 7 business days from the acceptance email to have the product(s) delivered to our warehouse.

Exchange Requirements:

All product(s) must be:

  • Unworn and unwashed

  • Free of makeup stains, deodorant, or wear

  • In original packaging with all tags attached

Any items that do not meet these requirements after physical review will be returned to the customer with email notification detailing the reason and will be subject to our No Exchange Policy for future orders. Matachi reserves the right to deny any exchange request that does not meet our Exchange Policy.

Processing Time:

We strive to process exchanges as efficiently as possible:

  • Standard Processing: Exchanges are typically processed within 5-7 business days from the date we receive the returned item.

  • Extended Processing During Busy Seasons: During new collection launches, promotional periods, or holidays, the exchange process may take up to 14 business days.

  • Communication Updates: Once your exchange has been processed, you'll receive a confirmation email with details of your updated order.

We appreciate your patience as we work to ensure you rest easy in the perfect Matachi fit.

Exchange Shipping:

Matachi will provide an exchange shipping label to the address affiliated with your original order. The label will be emailed to the address used to initiate the exchange request.

All customers have 5 business days to utilize the exchange shipping label. The label will void on the 6th business day and will be subject to the No Exchange Policy.

No Exchange Policy:

Matachi reserves the right to restrict any customer who does not properly adhere to the Exchange Policy and/or Exchange Fees policy to the No Exchange Policy. This means the customer may only purchase Matachi products with no opportunity to exchange, with no exceptions.

 

 

Store Credit

No Refunds: All purchases are final; we do not provide cash or credit card refunds.

Eligibility for Store Credit: Items may be returned for store credit within 5 days of delivery, provided they meet the following conditions:

  • The item is unused, unworn, and in its original condition

  • All tags, packaging, and receipts are included

Issuance of Store Credit:

  • Store credit will be issued in the form of a digital code or store account balance

  • Store credit can be used for future purchases and does not expire

Exclusions: Sale items, gift cards, custom-made products, and intimates are non-returnable with no exceptions.

 

 

Sale Items

All sale items are final sale. No returns or exchanges will be accepted.

 

 

We appreciate your understanding of our policy and are here to help you find your perfect comfort. For all questions or concerns, please contact info@matachiofficial.com.

Because comfort you love is worth the perfect fit. 💚✨

 

 

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