Refund policy

Return & Cancellation Policy

At Matrif, we are committed to providing high-quality products and excellent service. If you are not satisfied with your purchase, you may return the item within 30 days of receiving your order.

Return Eligibility

To be eligible for a return, the item must meet the following conditions: ✔ In its original condition, unused and unworn
✔ With original tags and packaging
✔ Accompanied by a receipt or proof of purchase

To initiate a return, please contact us at Matrif.shop@gmail.com. Once your return is approved, we will provide the return shipping address and instructions.
⚠️ Returns that have not been pre-approved will not be accepted.

Return Costs

  • Processing Fee: A 10% processing fee will be deducted from the refund amount for all returns.
  • Return Shipping: Customers are responsible for return shipping costs. We recommend using a trackable shipping service.
  • Exceptions: The processing fee will not apply if the return is due to a defective product, damage, or an incorrect item received. In such cases, we will cover the return shipping cost.

Damages & Issues

Please inspect your order upon arrival and contact us immediately if:

  • Your item is defective or damaged
  • You received the wrong item

We will assess the issue and ensure a suitable resolution.

Non-Returnable Items

Some items cannot be returned, including:
❌ Perishable goods (e.g., food, flowers, plants)
❌ Custom-made or personalized items
❌ Digital products like e-books
❌ Hazardous materials, flammable liquids, or gases
❌ Sale items & gift cards

If you are unsure whether your item qualifies for a return, please contact us before submitting a request.

Exchanges

If you need a different item, the fastest way is to return the original item and place a new order after the return is approved.

European Union 14-Day Cooling-Off Period

For orders shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason, without justification.
The item must still meet the return eligibility criteria (unused, with tags, and in original packaging). Proof of purchase is required.

Cancellation & Refund Policy (Israel)

For customers in Israel, cancellation of a transaction is subject to the Consumer Protection Regulations (Transaction Cancellation), 2010, and the Consumer Protection Law, 1981.

  • A customer may cancel a purchase within 14 days from the date of receiving the product, provided the product is returned in its original condition and unused.
  • If a transaction is canceled for reasons other than a defect or non-compliance with the order, a cancellation fee of 5% of the transaction amount or 100 ILS (whichever is higher) may be deducted from the refund.
  • Refunds will be processed to the original payment method within 10 business days after receiving the returned item.
  • If a refund has not been received within 15 business days after approval, please contact us at Matrif.shop@gmail.com.