How to return a shipment
As with any shopping experience, there are terms and conditions that apply to transactions at ByMatko. We’ll try to make this as brief as possible, while at the same time calming down our lawyers, making sure the legal stuff is in order.
We appreciate the fact that you like our products enough to place an order. We also want to make sure you have a rewarding experience while you explore, evaluate and purchase our products.
So, returning and refunding, how do we go about it? Read on for the good stuff.
While we offer complimentary delivery to all of our customers within the EU, returns are subject to a fee of €25. This covers part of our shipping and handling expense dealing with returns.
To return an unused item, make sure it is in perfect condition and in it’s original packaging. You need a return label provided by us for your return to be accepted. A return label can be obtained by contacting us at unity@bymatko.eu.
Items are accepted for a full refund if items are returned in unused condition within 14 days from the date you signed for delivery. Engraved items and any custom orders are exempt from our return policy.
We really don’t want you to send anything back to us, but we understand that is sometimes just doesn’t work out. Please read for more information about returning a shipment.
Why are you returning a shipment?
Not that it’s necessarily any of our business why you are returning a shipment, it does clarify a couple of things. See if you find any of these scenarios apply to you.
Damage
Is there any damage to the shipment or outer box? If so, do not sign for the package. Please take a picture of the damaged box and let the delivery person know that you don’t want to sign for a damaged shipment. DHL Express will take care of the return of the shipment.
But to speed things along, drop us a line to unity@bymatko.eu attaching the picture you took, referencing your order, and we’ll expedite a new shipment to you as soon as DHL Express has the damaged order on it’s way back to us.
I just want to return
We all like different things, and you are welcome to return any items for any reason (you don’t even have to say why). There are a couple of things to note though:
- As a customer in the European Union you are covered by regulations that allow you to return items bought remotely within 14 days of delivery.
- The order must be complete with items in perfect, unused condition for a full refund.
I want to exchange one or more items
No problem! Exchanging one or more items on your order is usually not a problem. You need to get in touch with us at unity@bymatko.eu. State your order reference number, what you want exchanged and we’ll get back to you about the practicalities.
Returning a custom order
So, you got something special for yourself or someone close to you, and they didn’t like it? What’s wrong with them? No, seriously, we don’t want to add to the disappointment, but custom orders are subject to a whole other set of terms than “normal” orders. In any case we want you to be met with understanding, and we want you to be happy.
Even if our return policy does not expressly state that we can accept returns on custom orders we are always happy to try and find solutions. Get in touch with us by e-mail or call us and we’ll see what we can do.
So how do I return an order?
All right, now that we know why you want to return an order, here is what you’re going to do.
- Open a client care case by emailing us at returns@bymatko.eu. By using this address your case is expedited. Please not we don’t answer any requests unrelated to returns at this address.
- You will get a reply back usually within 48 hours (some times it takes longer if we are very busy). Look out for a confirmation email that we have received your request and you’re all good.
- If your return request is approved (see above), you will get an e-mail with a return label you can use, with instructions on how to contact DHL Express to arrange for a pickup, or the location of your closes DHL Express drop point.
We kindly ask you to make sure you use suitable packaging when returning. We strongly suggest you keep the original boxes and packaging material in case of any returns.
When do I get a refund?
Refunds are issued as soon as we have inspected returned goods.
Damaged goods
If you have received a damaged shipment, we will send you new merchandise. No refund issued.
Returning within 14 days
As a customer in the European Union you are covered by regulations that allow you to return items bought remotely within 14 days of delivery. We inspect your returned shipment, and if everything is in order (usually the case), we issue a refund.
About refunds
Refunds are issued to the payment method originally used when placing the order. Depending on the type of payment you used, you need to allow for up to 15 days for the refund to be retuned to your credit card or account. Your refund confirmation is usually instant.