Refund policy

Return & Refund Policy

We want you to be satisfied with your Mateo Varoso purchase. If you are not completely happy with your order, you may request a return within 30 days of receiving your item, subject to the conditions below.

Return Eligibility

To be eligible for a return, the item must be:

  • In the same condition in which it was received;

  • Unused and free from signs of wear, washing, installation, or damage;

  • In its original packaging, including all accessories, manuals, labels, and components;

  • Accompanied by a receipt or other proof of purchase.

We reserve the right to refuse returns that do not meet these conditions or to reduce the refund if an item is returned incomplete, used, damaged, or in a condition that affects its resale value.

How to Request a Return

To request a return, contact us at hello@mateovaroso.com within 30 days of receiving your order. Please include:

  • Your order number;

  • The item you would like to return;

  • The reason for the return;

  • Photographs or video if the item is damaged, defective, incomplete, or incorrect.

If your return is approved, we will provide return authorization, the correct return address, and instructions on how to send the item.

Do not return your order to the address shown on the original package. This may be a supplier or fulfillment facility that is not authorized to accept returns. Items returned without prior authorization or sent to an incorrect address may not be accepted or refunded.

Return Shipping Costs

If you are returning an item because you changed your mind, ordered the wrong product, or no longer want the item, you are responsible for arranging and paying for the return shipping.

Original shipping charges are non-refundable unless the item was damaged, defective, incorrect, or the return resulted from an error on our part.

If an item arrives damaged, defective, or incorrect and we determine that it must be returned, Mateo Varoso will provide return instructions and cover the authorized return shipping costs.

We strongly recommend using a trackable shipping service and keeping your shipping receipt. Mateo Varoso is not responsible for unauthorized returns or return shipments that are lost in transit.

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery. If your item arrives damaged, defective, incomplete, or different from what you ordered, contact us at hello@mateovaroso.com within 7 days of delivery.

Please include your order number and clear photographs or video showing:

  • The item received;

  • The issue or damage;

  • The product packaging;

  • The shipping label, where applicable.

After reviewing the claim, we may offer a replacement, refund, store credit, replacement part, or another appropriate resolution. Depending on the circumstances, we may not require the damaged or defective item to be returned.

Do not discard the item or its packaging until we have completed our review.

Order Cancellations

If you need to cancel your order, you may submit a cancellation request within 1 hour of placing it.

Cancellation requests can be submitted through your customer account, if available, or by contacting us at hello@mateovaroso.com.

We will make reasonable efforts to accommodate your request, but cancellation or modification is not guaranteed once the order has entered processing or has been submitted to a fulfillment partner.

If the order can no longer be cancelled, you may request a return after receiving it in accordance with this policy.

Exceptions and Non-Returnable Items

The following items cannot be returned:

  • Items that have been used, washed, installed, altered, assembled, or damaged after delivery;

  • Items returned without their original packaging, accessories, or components;

  • Personalized, customized, or made-to-order products;

  • Gift cards;

  • Items clearly marked as “Final Sale” before purchase;

  • Items that cannot be returned for health, hygiene, or safety reasons once opened or used.

Regularly discounted or promotional items remain eligible for return unless they were clearly marked as “Final Sale” before purchase.

Please contact us before purchasing if you have questions about whether a specific item is eligible for return.

Exchanges

We do not currently offer direct exchanges.

The fastest way to receive a different item is to request a return for the original item and place a separate order for the new item.

Refunds

We will notify you after we receive and inspect your return and let you know whether the refund has been approved.

If approved, the refund will be issued automatically to your original payment method within 10 business days. Your bank, credit card company, or payment provider may require additional time to process and display the refund.

If more than 15 business days have passed since we approved your refund, contact us at hello@mateovaroso.com.

Refunds are issued only to the original payment method unless otherwise required by applicable law.

Refused and Undeliverable Packages

Please ensure that your shipping information is complete and accurate before submitting your order.

If a package is returned because of an incorrect or incomplete address provided by the customer, refusal of delivery, or failure to collect the package, actual return shipping or reshipping costs may be deducted from the refund where permitted by applicable law.

Contact Us

For questions about returns or refunds, contact us at:

Mateo Varoso
Email: hello@mateovaroso.com