Return & Cancellation
We want your pause to be peaceful. If a product doesn't meet your expectation, here is how we can help.
Policy at a Glance
| Category | Policy Details | Applicability |
|---|---|---|
| Return Window | Within 15 days of receiving your package. | Skincare & Candle Sets |
| Product Condition | Unused, unopened, and in original packaging. | All items |
| Refund Method | Original payment method or store credits. | Eligible returns |
| Cancellation | Allowed within 24 hours of order placement or before shipping. | Pending orders |
Detailed Return Policy
Because skincare is deeply personal, and our clay mixes are natural batch-processed, we accept returns only on items that are unopened, sealed, and in their original cardboard or clay packaging.
To request a return, write to us at support@maatie.co with your order number and photographic proof of the sealed box.
Refund Processing
Once we receive and inspect your return package, we will send an email confirmation regarding your refund status.
If approved, your refund will be processed and automatically credited back to your original source of payment within 5–7 business days. Alternatively, you may opt for immediate store credit.
Cancellations
You can cancel your order within 24 hours of purchase or before the order has been dispatched from our Jaipur warehouse, whichever is earlier.
If the order has already shipped, we will not be able to cancel it. However, you may refuse delivery, and once the shipment returns to us, we will process a refund minus any shipping/handling charges incurred.
Damaged or Defective Items
Our clay products and candle sets are delicate. If you receive an item that is broken, damaged in transit, or defective, please contact us within 48 hours of receipt.
We will arrange a complimentary replacement shipment immediately at no extra cost to you.