Refund policy

REFUND POLICY

1. RETURNS POLICY
At Matilda Noosa, we accept returns within 30 days of receiving your order, provided the conditions below are met.

CONDITIONS FOR ACCEPTING A RETURN:

  • The product must be in its original condition, including all components and packaging.
  • Returns will not be accepted for products damaged through misuse or improper handling.
  • Hygiene products must be properly cleaned before the return process is started.
  • For faulty products, the fault must be identified immediately upon receipt.
  • The customer is responsible for all shipping costs related to the return.
  • Returns will be processed within 7 business days of the product arriving at our warehouse. If all conditions are met, the refund will be approved within that timeframe.
    Important: We reserve the right to refuse returns if the product shows signs of misuse, damage not attributable to us, or does not meet the conditions above.

2. HOW TO START A RETURN
If your order meets the conditions above, please follow these steps:
Send an email to: info@matildanoosa.com, including the following information:

  • Order number
  • Reason for the return
  • Photo of the product (in the case of a fault or breakage)
  • Customer’s full name
  • Full address
    Once we receive your request, we will send you the correct return address. Please do not send your parcel back to the original sender.
    The customer is responsible for all shipping costs related to the return.

3. RIGHT TO CANCEL
In accordance with current legislation, you have the right to cancel your order within 14 calendar days of receiving it, provided you are a private consumer (not a business) and the order is not connected to any commercial or professional activity.
IMPORTANT:

  • Orders are processed automatically and immediately, so we cannot stop or cancel an order once it has been confirmed.
  • If your order has already shipped, it cannot be cancelled. In this case, you will need to wait until you receive the product and then start a return by following the steps above.

4. HOW TO EXERCISE YOUR RIGHT OF WITHDRAWAL
To exercise your right to cancel, please send us a clear request by email to info@matildanoosa.com stating your decision to cancel the contract.
The withdrawal will take effect once we receive the returned products.

5. EFFECTS OF WITHDRAWAL
If you correctly exercise your right of withdrawal:

  • We will refund the full amount of your order, excluding shipping costs, within a maximum of 14 calendar days of receiving the returned product.
  • We will use the same payment method you used for your order, unless we agree otherwise.
  • No additional fees will be charged for the refund.
  • We will not refund any additional costs if you chose a delivery option other than the cheapest standard option.

6. ADDITIONAL INFORMATION ABOUT SHIPPING AND RETURNS

  • Our products are shipped from Asia, so transit times may vary.
  • If your order has already shipped and is in transit, we cannot cancel it. In that case, you will need to wait until you receive it and then start the return process.
  • To speed up the process, you can let us know in advance that you intend to withdraw and send us the tracking number of your return parcel.

7. RETURN ADDRESS
All returns must be sent to our central warehouse in Asia.
The exact address will only be provided after we receive your request by email.
Return shipping costs are the customer’s responsibility.