Refund Policy

Returns & Refunds

At MATA Scents, customer satisfaction is important to us. Due to the nature of fragrance decants and for hygiene and quality-control reasons, all sales are generally considered final.

Non-Returnable Items

We do not accept returns or exchanges on:

• Opened fragrance decants

• Used fragrance decants

• Products that have been altered, damaged, or tampered with after delivery

Because fragrances are personal-use products, we cannot resell returned decants.

Damaged, Leaking, or Incorrect Orders

If your order arrives damaged, leaking, or if you receive the wrong item, please contact us within 48 hours of delivery.

To process your claim, please provide:

• Your order number

• Clear photos of the product

• Photos of the packaging and shipping box

Once reviewed, MATA Scents may offer either:

• A replacement product, or

• A full refund for the affected item(s)

The choice between replacement or refund will be made in coordination with the customer.

Lost or Missing Packages

We are not responsible for packages that are lost, stolen, or misplaced after being marked as Delivered by the shipping carrier.

However, we understand that delivery issues can occasionally occur. If your tracking information shows "Delivered" but you have not received your package, please contact us. We review these situations on a case-by-case basis and will work with you to find a reasonable solution whenever possible.

Order Cancellations

Orders may be canceled only if they have not yet been processed or shipped.

Once an order has been shipped, it cannot be canceled.

Shipping Costs

Shipping charges are non-refundable unless the refund is the result of an error on our part or a damaged shipment approved under this policy.

Contact Us

For any questions regarding refunds, replacements, or order issues, please contact us through the contact information provided on our website.

Thank you for shopping with MATA Scents.