Refund policy

Last updated: September 26, 2026

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, you can contact us at support@matera-pet.com. Please note that returns will need to be sent to a return address that we will provide once we know which item and order you're returning, since our products ship from different fulfillment locations depending on the item.

If your return is accepted, we'll send you the correct return address along with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Returns are free. We cover the return shipping on every return made within 30 days of delivery, whether you simply changed your mind or we made a mistake. If the item is defective or damaged, or we sent the wrong item or the wrong variant (for example a different size or color than the one you ordered), we will also send you the correct item or give you a full refund.

You can always contact us for any return questions at support@matera-pet.com.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, such as perishable goods (like food, flowers, or plants), custom or made-to-order products (such as special orders or personalized items), and grooming or hygiene items that have been used, for health and safety reasons. We also do not accept returns of hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-Day Cooling-Off Period

Notwithstanding the above, if the merchandise is being shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we approved your return, please contact us at support@matera-pet.com.

Contact Us

Questions about returns or refunds can be sent to support@matera-pet.com.