You can return or exchange unwanted items up to 14 days from the date of your order.
All products must be returned in a new and unused state, in perfect condition, and in all original packaging. We reserve the right not to accept any return if the product shows signs of wear or has been used or altered from its original condition in any way or, as an alternative, may reduce the amount of any applicable refund or exchange accordingly.
For example, we may make a reduction in the following circumstances:
- The product(s) have been used, worn, damaged or washed
- You have not returned any packaging which is considered an integral part of a product
- The product is broken in any way
- The packaging is visibly worn and/or damaged
Please note that if your returned item does not pass our checks, you will be notified via email and it will be sent back to you at your cost.
We do not reimburse shipping or return postage on returns, unless this is due to our own error or items are faulty.
Please email us at hello@bymatter to submit your request to return an item. If your return has been agreed, you must arrange for the goods to be sent back to us at Fusion 3PL, Unit 8 Vestry Road, Sevenoaks, Kent, TN14 5E.
Once you have placed an order our team will begin picking, packing and dispatching your items. This means that we are unable to guarantee cancellations or amendments at this stage.
You may cancel your order for a full or partial refund any time until the time of dispatch.
We reserve the right to reject your request for cancellation once the package has been dispatched to you.
We do our best to ensure that every order we send out is correct and of the highest possible quality. However, mistakes can happen. Should your order be incorrect or contain a faulty product, please email firstname.lastname@example.org with photographs and a clear description of the issue within 7 days of delivery and our dedicated Customer Support Team will arrange for a replacement to be sent as soon as possible.
Any faulty items are valid for replacement within 6 months from time of delivery.
frequently asked questions
We pack every order with as much love and care as possible, however it is out of our control once an order has been dispatched and is on its way to you. If your order is damaged in transit, we are unable to guarantee a replacement.
If you have made a mistake on an order or would like another product instead, you will need to either cancel the order or return the original item for a refund, then place a new order.
You can contact us via email at email@example.com