At Mateo Explore, customer satisfaction is our priority. If you are not completely satisfied with your purchase, you may request a return within 14 days of receiving your order.

To be eligible for a return:

• The item must be unused, in its original packaging, and in the same condition that you received it.

• You must provide proof of purchase (order number or receipt).

• Return requests must be submitted within 14 days of delivery by contacting us at [email protected].

Once your return is approved, we will provide return instructions. Please note that you are responsible for any return shipping costs.

Non-Returnable Items

• Items that have been used, damaged, or are missing parts not due to our error

• Perishable goods or custom orders (if applicable)

Refunds
Once we receive and inspect your returned item, we will notify you via email about the status of your refund. If approved, your refund will be processed and a credit will automatically be applied to your original method of payment within 7–10 business days.

Late or Missing Refunds
If you haven’t received a refund within 10 business days of our confirmation, please first check your bank or card provider. If you’ve done this and still have not received your refund, contact us at [email protected].

Exchanges
We do not offer direct product exchanges. If you wish to exchange an item, please initiate a return for the unwanted item and place a new order separately.

Damaged or Incorrect Items
If you receive a damaged or incorrect product, please contact us within 3 days of delivery with photos of the issue. We will work quickly to resolve the problem at no additional cost to you.

Contact Us
For all return or refund-related inquiries, please email us at [email protected]. We’re here to help.