Refund policy

At Matanhub, we want you to be satisfied with your purchase. Because our products may be fulfilled and shipped by third-party suppliers, return and refund procedures may vary depending on the product and fulfillment partner.

1. Return Eligibility

You may request a return within 30 days of delivery if:

The item is defective or damaged upon arrival.
You received the wrong item.
The item is materially different from the product description.
The item arrives with missing components or parts.

To be eligible for a return, the item generally must be unused, in its original condition, and in its original packaging, unless the item arrived damaged or defective.

Some products may not be eligible for return due to their nature, including personalized/customized items, final-sale items, or products that cannot reasonably be returned for health, safety, or other applicable reasons. Any applicable exclusions will be communicated on the product page or at the time of purchase.

2. Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives.

If your order arrives damaged, defective, or incorrect, contact us at support@matanhub.com within 7 days of delivery.

Please include:

Your order number
A description of the issue
Clear photos or videos showing the item and, where applicable, the packaging and shipping label

We will review the information and, where appropriate, work with our third-party fulfillment partner to arrange a replacement, return, or refund.

3. Change of Mind / Unwanted Items

If you simply change your mind about a purchase, return eligibility depends on the specific product and fulfillment partner.

Before sending anything back, please contact support@matanhub.com. Do not return an item to the address on the shipping package or directly to a supplier unless we provide you with return instructions.

Unauthorized returns may not be accepted or may delay your refund.

4. Return Shipping

For items that are defective, damaged, incorrect, or otherwise eligible for a return due to an error on our part, Matanhub will work with you regarding the appropriate return shipping arrangement.

For approved returns due to customer preference or change of mind, the customer may be responsible for return shipping costs, unless otherwise stated on the product page or required by applicable law.

5. Refunds

Once your return request is approved and any required return process has been completed, we will process your refund to the original payment method.

Please allow additional time for your bank or payment provider to reflect the refund in your account.

Depending on the circumstances, shipping charges may be non-refundable.

6. Replacements

Where appropriate and available, Matanhub may offer a replacement instead of a refund, particularly when an item arrives damaged, defective, or incorrect.

Because products may be fulfilled by third-party suppliers, replacement availability may depend on the supplier's inventory.

7. Third-Party Fulfillment

Matanhub works with third-party suppliers and fulfillment partners to process and ship certain products.

This means that:

Products may be shipped directly from a third-party fulfillment partner.
Return addresses may vary by product.
Return procedures may vary depending on the product.
Matanhub will coordinate with the applicable fulfillment partner when necessary.

Customers should not ship products directly to a third-party supplier unless instructed to do so by Matanhub.

8. Refunds for Lost or Undelivered Orders

If your order does not arrive within the expected delivery timeframe, please contact us at support@matanhub.com with your order number.

We will investigate the shipment with the applicable carrier and/or fulfillment partner. Depending on the circumstances, we may provide a replacement or refund.

9. Order Cancellations

If you need to cancel an order, contact us as soon as possible at support@matanhub.com.

Because orders may be sent to third-party fulfillment partners shortly after purchase, we cannot guarantee that cancellation requests can be accommodated once an order has entered processing or shipment.

If an order has already been shipped, our standard return policy will apply.