Refund policy

Matimco Returns & Exchange Policy

1. Overview

At Matimco, we take pride in the quality of our wood products. Each item undergoes strict inspection before delivery. However, if you receive a product that is damaged, defective, or incorrect, we’re here to make it right.

We accept returns and exchanges under specific conditions outlined below. Please note that due to the nature of our products (wood and building materials), minor variations in color, texture, and grain pattern are natural and not considered defects.

2. Eligibility for Return or Exchange

You may request a return or exchange if your item meets any of the following conditions:

The product received is damaged or defective upon delivery.

The product is incorrect or does not match the item you ordered.

The product was incomplete (missing parts or accessories).

Requests must be made within 7 calendar days from the date of delivery.

3. Non-Returnable & Non-Exchangeable Items

For quality and safety reasons, we cannot accept returns or exchanges for:

Products that have been used, cut, installed, or altered in any way.

Items damaged due to improper handling, installation, or storage by the customer.

Custom-cut or made-to-order items (e.g., fluted panels cut to size, customized doors, or flooring).

Items purchased through clearance sales or special promotions marked as “Final Sale.”

4. Return & Exchange Process

Submit a Request:
Email us at shop@matimco.com.ph
 or message us via our official store chat (Shopee, Lazada, TikTok, or Shopify Contact Form). Include:

Order Number

Photos and/or videos of the item and packaging

A short description of the issue

Review & Approval:
Our Customer Care Team will evaluate your request within 3–5 business days. You will be notified once your return or exchange is approved.

Return or Pickup Arrangement:

For Metro Manila and nearby areas, we can arrange a pickup via Lalamove or Transportify.

For provincial orders, customers may ship the item back to our warehouse or coordinate via our courier partner.

Replacement or Refund:
Once the returned item has been inspected and approved, we will:

Send a replacement of the same item (if available), or

Issue a store credit or refund (for PayMongo or platform transactions) within 7–10 business days.

5. Important Notes

Always inspect your order upon delivery. If you notice any visible damage, please report it immediately to our delivery partner or our customer support team.

Matimco reserves the right to deny returns or exchanges if the product is found to have been damaged after delivery or used improperly.

Approved refunds will only be processed through the original payment method used.