You are welcome to return any unwanted items to us (providing they are unused and in their original packaging) within 30 days of receipt. Returns that do not meet our policy* will not be accepted and will be sent back to customer.

*Items returned in non-saleable condition such as -

• Unsealed
• Swatched/Used (with exception of damaged or faulty items)
• Relabelled
• Refilled
• Pierced
• Partially missing items
• Opened or broken packaging

Card refunds may take up to 10 business days to complete depending on the bank’s processing time. This can vary greatly between card issuers, and we are unable to influence this. PayPal refunds are available immediately.

If you have a complaint or concern with service received or a product purchased, please contact us on hello@bymatter.com and we'll do our best to help.

right of cancellation up to 7 days:

You have the right to withdraw from this contract within 7 days.

The cancellation period is 7 days from the day on which you or a third party named by you who is not the carrier took possession of the goods.

In order to exercise your right of withdrawal, you must inform us with a clear email of your decision, to the below address:

Email: hello@bymatter.com

To meet the cancellation deadline, it is sufficient for you to send the communication regarding your exercise of the right of cancellation before the cancellation period has expired.

Consequences of revocation

If you revoke this contract, we have paid you all payments that we have received from you, including the delivery costs (with the exception of the additional costs resulting from the fact that you have chosen a different type of delivery than the cheapest standard delivery offered by us have), immediately and at the latest within 7 days from the day on which we received the notification of your cancellation of this contract. 

For this repayment, we use the same means of payment that you used in the original transaction, unless something else was expressly agreed with you; under no circumstances will you be charged fees for this repayment. 

We can refuse the repayment until we have received the goods back or until you have provided proof that you have the goods to us immediately and in any event not later than fourteen days from the day on which you inform us of the cancellation of this contract to send back. The deadline is met if you send back the goods before the period of fourteen days has expired.

You bear the direct costs of returning the goods (shipping).

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

In the event of a cancellation, you will be responsible for the costs of returning the goods (including shipping).