Return Policy
At Matheson, we want you to be completely satisfied with your purchase. If something isn’t right, we’re here to help.
30-Day Return Window
We accept eligible returns within 30 days from the delivery date, based on the proof of delivery provided by the shipping carrier.
To be eligible for a return, the item must be new, unused, in its original condition, and in the original packaging. Please note that we cannot accept returns on items that have been used, altered, do not have all original packaging or have been damaged after delivery. All return requests must include a proof of purchase.
How to Initiate a Return
We have two ways to start a return request.
- You can self-initiate a return by signing into the "Login" page, located in the top toolbar. Once signed in, you can click on your order number and begin the return process there.
- Or, you can contact our customer service team at info@matheson.shop with your order number and a brief explanation of the reason for your return. In cases of any damages or defects, please include photos of the issue.
Return Shipping
Customers are responsible for return shipping costs unless the item arrived damaged, is under warranty or there was an error with your order. We recommend using a trackable shipping service or purchasing shipping insurance for your return—we cannot guarantee receipt of your returned item otherwise. Should any cross border returns include additional delivery charges such as brokerage, duties, taxes or tariffs, Matheson reserves the right to credit this amount against the refund amount.
Refunds
Once your return is received and inspected, we’ll notify you via email and let you know if the refund has been approved. Approved returns will be refunded to your original method of payment within 5–10 business days, depending on your financial institution.
Non-Returnable Items
Gift cards, promotional items, items that have been purchased at a discount (including using a coupon code) at a pop-up location or from a retailer other than matheson.shop as well as any used or damaged products are not eligible for return.
Damaged or Defective Items
If your order arrives damaged or defective, please contact us within 7 days of delivery with photos of the damage and a description of the issue.
Need Help?
If you have any questions about your return or need assistance, feel free to reach out to our support team at info@matheson.shop.