Refunds & Returns At Mate & More, we want you to be happy with your purchase. If you are not satisfied with your order, please contact us as soon as possible through our Contact Us page so that we can assist you.
Right of Withdrawal For eligible online purchases, consumers have the right to withdraw from their purchase within 14 days from the day they receive the goods, without having to provide a reason. To exercise this right, you must clearly inform Mate & More of your decision to withdraw within the applicable 14-day period. Simply returning the product without notifying us is not sufficient. After notifying us, the goods should be returned within 14 days.
Condition of Returned Products Products should be returned in a condition that allows us to verify their nature, characteristics and functionality. You may examine a product as you would reasonably be able to in a shop. If the product has been handled beyond what is necessary to examine it, you may be responsible for any resulting reduction in its value, in accordance with applicable consumer law. For consumable products, including yerba mate and other food or drink products, applicable legal exceptions may apply, particularly where the relevant product cannot legally be returned because of its nature, condition, or applicable health and hygiene requirements.
Return Shipping Costs Unless otherwise required by applicable law, the customer is responsible for the direct cost of returning a product when exercising the right of withdrawal. If a product is faulty, damaged, incorrect, or does not conform to the order, please contact us before returning it so that we can provide instructions and arrange the appropriate solution.
Refunds Once you have exercised your right of withdrawal, we will process your refund in accordance with applicable consumer law. Refunds will generally be made within 14 days of receiving your notification of withdrawal. However, we may delay the refund until we have received the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first. Where required by law, the refund will include the standard delivery charges paid for the original order. Additional costs resulting from a delivery method more expensive than our standard delivery option may not be refundable. Refunds will normally be made using the same payment method used for the original transaction, unless otherwise agreed.
Faulty, Damaged or Incorrect Products If you receive a product that is faulty, damaged, defective, or different from what you ordered, please contact us as soon as possible. We will assess the issue and, where applicable, provide the remedy required under applicable consumer law, which may include repair, replacement, price reduction, or refund. Please provide your order number and, where appropriate, photographs of the product and its packaging to help us resolve the issue quickly.
Exchanges If you would like to exchange an eligible product, please contact us before sending anything back. Exchanges are subject to product availability and applicable consumer rights.
How to Request a Return To request a return or exercise your right of withdrawal, please contact Mate & More through our Contact Us page and provide:
● Your order number ● Your name ● The product you wish to return ● The reason for contacting us, if applicable ● Your preferred contact details
We will provide you with the appropriate instructions for returning the product.
Important Nothing in this Refund & Returns Policy limits or excludes any mandatory rights you have under applicable Cyprus or European Union consumer protection law.
