Refund and Returns Policy
Effective Date: August 3, 2026
Thank you for shopping with Mateon. We want you to be satisfied with your purchase. Please read our refund and returns policy carefully before placing an order.
Return Window
We accept return requests within 14 days of delivery.
To be eligible for a return:
- The item must be unused and in its original condition
- The item must be returned in its original packaging
- Proof of purchase or order confirmation is required
Non-Returnable Items
We do not accept returns for:
- Items that have been used, damaged, or altered after delivery
- Items returned without original packaging
- Items returned more than 14 days after delivery
- Clearance or final sale items, if marked as non-returnable
- Gift cards, if applicable
Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery at:
1062134090@qq.com
Please include:
- Your order number
- A brief description of the issue
- Clear photos of the item and packaging
We will review the issue and provide a suitable solution.
Return Process
To request a return, please contact us first at:
1062134090@qq.com
Do not send items back without contacting us in advance.
If your return is approved, we will provide return instructions. Customers are responsible for return shipping costs unless the item was damaged, defective, or sent in error.
Refunds
Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund.
If approved, your refund will be issued to your original payment method within a reasonable number of business days. Processing times may vary depending on your payment provider or bank.
Shipping Costs
Original shipping charges are non-refundable unless the return is due to our error, a defective product, or a damaged item.
Exchanges
We do not guarantee direct exchanges. If you need a different item, please contact us first and we will advise the best available solution.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible at:
1062134090@qq.com
Orders that have already been processed or shipped may not be eligible for cancellation.
Contact Us
If you have any questions about this Refund and Returns Policy, please contact us at:
1062134090@qq.com