Return & Exchange Procedure:

1. We accept complaints regarding items within a maximum of 1 day after the customer receives the package. Once this period elapses, the order is considered received in good condition, and we will not accept any complaints.
2. Customers must return the products to Matalokal within 2 days after confirming the complaint with our Customer Service via WhatsApp or Email.
3. If we process a complaint and receive no confirmation or feedback within 2 days, we consider the issue resolved and close the case.
4. Please be aware that customers are responsible for covering all shipping costs (from the customer to the warehouse and vice versa) for product size exchanges.
5. Customers will not incur shipping charges if the issue is due to our error. In such cases, customers are only responsible for shipping costs from the customer to the warehouse.

Return & Exchange Policy:

1. Customers are required to submit an unboxing video and photo when filing a claim related to the product. The photos should clearly show the received item(s) and the barcode from the product’s packaging.
2. The unboxing video and photos must be unedited, of high quality, and accurately depict the condition of the product and its packaging upon receipt.
3. Products eligible for exchange include upgrades in size, subject to availability. Free size or one-size-fits-all products cannot be returned or exchanged. Customers should refer to the size chart before completing their purchase.
4. Clothing must be returned unworn, undamaged, unwashed, and unused, with all tags and packaging intact.
5. Upon receipt of the product for exchange, we will assess its condition before sending out the replacement. Replacement items will be dispatched within a maximum of 14 working days.
6. Refunds or exchanges will be processed within 14 working days. Refunds are only applicable in cases where Matalokal is at fault.
7. Claims regarding damaged or missing items will only be accepted with supporting evidence or proof.

 

Non-Exchaged & Returned Items Include:

1. Sale Items and Coupon Discount Application