Return & Refund Policy

Our Commitment

At Matanari, we are committed to creating products that meet the highest standards of quality and craftsmanship. If, for any reason, your purchase does not meet your expectations, we are here to help.

Please review our return and refund policy below.

Return Eligibility

Returns are accepted within 7 days of receiving your order.

To be eligible for a return, items must:

Be unworn, unwashed, and unused.
Remain in their original condition.
Include all original tags and packaging.
Be accompanied by proof of purchase or order confirmation.

Returns that do not meet these conditions may not be accepted.

Non-Returnable Items

For hygiene and quality assurance, the following items cannot be returned or exchanged:

Gift cards.
Final Sale or Clearance items.
Products marked as non-returnable.
Items that have been worn, washed, altered, or damaged after delivery.

Exchanges

If you wish to exchange an item for a different size or color, please contact our Customer Care team before sending your return.

Exchanges are subject to product availability.

If the requested item is unavailable, a refund or store credit may be offered.

Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If approved, your refund will be processed using the original payment method within 5–10 business days, depending on your payment provider.

Shipping fees are non-refundable unless the return is due to an incorrect or defective item sent by Matanari.

Damaged or Incorrect Orders

We sincerely apologize if your order arrives damaged or if you receive the wrong item.

Please contact us within 3 days of receiving your order and include:

Your order number.
Photos of the product.
Photos of the packaging.
A brief description of the issue.

Our team will review your request and arrange a replacement or refund where applicable.

Return Shipping

Unless the return is due to our error or a product defect, return shipping costs are the responsibility of the customer.

We recommend using a trackable shipping service, as Matanari cannot be held responsible for returns lost during transit.

How to Start a Return

To initiate a return, please contact us at:

Customer Care
hello@matanari.com

Please include your order number and the reason for your return.

Our Customer Care team will guide you through the return process.

International Orders

At this time, all international orders are considered final sale.

Due to international shipping costs, customs procedures, taxes, and import regulations that vary by destination, we are unable to accept returns, exchanges, or offer refunds for orders shipped outside Indonesia.

We kindly encourage customers to review product descriptions, size guides, and order details carefully before completing an international purchase.

If your order arrives damaged or you receive an incorrect item due to an error on our part, please contact our Customer Care team within 3 days of receiving your order. We will review each case individually and work toward the most appropriate resolution.

Thank you for your understanding and continued support.