Your satisfaction is our first priority.
If you are unhappy with your purchase, please let us know and contact us via email. If you want to receive a refund, please contact us via firstname.lastname@example.org, along with the order number and description regarding your issue with the purchase. We only accept returns or exchanges within 30 days of receiving the carpet. We will send a reply email within 24 hours.
Please note that unauthorized returns will not be accepted, and carpets eligible for return should be unworn, unwashed, uncut, and kept in their original condition - with original packaging & tag attached. We have a dedicated return warehouse. Upon confirming with you, we will send the return warehouse information to you via email.
If you return the product without contacting us, we may not be able to help you with refund service.
1. If you have any questions or complaints about the order/product/payment, please contact us first. If you return the items without contacting us or raise inquiries without specific reasons, we may not be able to assure you a full refund and we could make a complaint according to the policy. The return info/return address will be sent to you after you contact us. The unauthorized return of products will not be accepted.
2. We recommend you use USPS to have the package shipped back to us. Please inform us of the tracking number, as situations where packages are lost or stolen can occur.
3. If you received unexpected items (mis-delivery), please contact us within 24 hours upon receiving your package. Contact email: email@example.com
4.1. Order Cancellation（Before shipping）
If you cancel orders that haven't entered the shipping process, no charge will be applied.
4.2. Order Cancellation（After shipping）
If your order is shipped and it cannot be modified, you may reject the package and 10% of the carpet cost will be charged as a cancellation fee.
If the return is our responsibility (such as shipping the wrong products, the quality of the product is unacceptable, etc.), we will provide a full refund after we receive your return (the freight is borne by Matace).
If the return is the buyer’s responsibility (e.g., the buyer has decided they don’t like/want the order anymore, the customer ordered the wrong product/size, there is damage or delay due to unavoidable circumstances), we will remove 10% from your refund as a loss of freight and handling fee. We will not cover the cost of your return shipping. Please contact us for the return address.
Once the returned item is received and evaluated, we will send out an email to notify you of our receipt. The refund process will then proceed. Look for your original payment method to see it processing. It should usually take about 3-5 days.
Custom orders are non-refundable and non-exchangeable. Please ensure you are fully aware of what you are ordering before purchasing to avoid any disappointment.
Failed Deliveries / Refused Shipments / Incorrect Shipping Address
If incomplete or incorrect address information is the primary cause of shipment delays or package damage, Matace will be not responsible for any fee or exchange requirement. Please double-check the address before placing your order.