RETURNS POLICY

RETURNS

You can return or exchange unwanted items within 14 days of order.

Products must be returned unused and unopened, in their original condition and in all original packaging. Bottles must be sealed and must not have been sprayed or tested. We reserve the right to refuse a return, or to reduce the refund, where an item does not arrive in a saleable state.

A return may be refused, or a reduction applied, where:

• The bottle has been opened, sprayed or tested
• The product has been used, worn, damaged or washed
• Packaging that forms an integral part of the product has not been returned
• The product is broken
• The packaging is visibly worn or damaged

To start a return, email hello@bymatter.com with your order number. Once your return has been approved and booked in, we will send you the return address and instructions. Please do not send anything back before you have received these.

If a returned item does not pass our checks we will notify you by email and return it to you at your cost.

Return postage is at your cost unless the item is faulty or we have made an error.

CANCELLATIONS

Orders move to picking and packing quickly, so we cannot guarantee that a cancellation can be actioned. You may cancel at any point before dispatch for a full or partial refund. Once an order has been dispatched, please handle it as a return.

FAULTY OR INCORRECT ITEMS

Email hello@bymatter.com within 30 days of delivery with photographs and a clear description of the issue. Faulty items remain valid for replacement for 6 months from delivery.