Refund policy

Return and Refund Policy — MATIRŌ

Last updated: March 17, 2026

This Return and Refund Policy (hereinafter the "Policy") applies to all orders placed on the website https://matiro.co (hereinafter the "Site") by consumers as defined by the French Consumer Code (hereinafter "you" or the "Client").

MATIRŌ, a premium French brand of dietary supplements for wellness and beauty, is committed to scrupulously applying the provisions of the French Consumer Code regarding the right of withdrawal and legal warranties, while taking into account the specific nature of dietary supplements (sensitive hygiene and health products).

Article 1 — Purpose of the Policy This Policy informs the Client of the procedures for exercising the right of withdrawal, returns for non-conformity or latent defects (vices cachés), and the corresponding refunds. It supplements the General Terms and Conditions of Sale available on the Site.

Article 2 — Right of Withdrawal In accordance with Articles L.221-18 et seq. of the French Consumer Code, you have a period of fourteen (14) calendar days from the receipt of the Product(s) (or the last Product in the case of an order delivered in several installments) to exercise your right of withdrawal without having to justify your decision or pay any penalty, except for the return costs which remain at your expense (unless otherwise specified below).

The period begins on the day you (or a third party designated by you, other than the carrier) take physical possession of the Product.

Article 3 — Eligibility Conditions for Returns For a return to be accepted under the right of withdrawal:

Products must be returned in their original packaging, complete (accessories, instructions, etc.), unused, unopened, and in perfect condition for resale;
The Product must not have been unsealed after delivery if such unsealing renders the return impossible for reasons of hygiene or health protection;
You must inform MATIRŌ of your decision to withdraw before the expiration of the 14-day period by means of an unambiguous statement (e.g., via the Site's contact form, by email, or by post). You may use the model withdrawal form attached to the General Terms and Conditions of Sale.

Article 4 — Products Excluded from the Right of Withdrawal In accordance with Article L.221-28 of the French Consumer Code, the right of withdrawal cannot be exercised for contracts for the supply of:

Goods which have been unsealed by the consumer after delivery and which cannot be returned for reasons of hygiene or health protection (specifically collagen jars or dietary supplements once opened or if the security seal has been broken);
Goods liable to deteriorate or expire rapidly.

Consequently, unsealed or opened Products are not eligible for return under the right of withdrawal, except in cases of proven non-conformity or latent defects.

Article 5 — Return Procedure To exercise your right of withdrawal or to report a non-conforming Product:

Contact customer service at contact@matiro.co within 14 days of receipt to obtain return instructions and, where applicable, a return number;
Carefully pack the Product(s) in their original packaging;
Include a copy of the invoice or order form, clearly marked "Withdrawal" or "Non-conforming Product";
Ship the parcel to the address indicated in Article 6.

Article 6 — Return Address Returns must be sent to the following address: PHARMATIRO — Service Retours C/O SOURCE 78, Avenue des Champs-Élysées 75008 Paris, France

Products travel at the Client's own risk until received by MATIRŌ. We therefore recommend using a shipping method with tracking and insurance.

Article 7 — Return Costs

Under the right of withdrawal: return costs are your exclusive responsibility.
In case of non-conforming or defective Products, or order preparation errors attributable to MATIRŌ: return costs are covered by MATIRŌ (a prepaid return label will be provided upon request).

Article 8 — Inspection of Returned Products Upon receipt, MATIRŌ will inspect the returned Products. If the conditions for acceptance are not met (Product opened, damaged by the Client, incomplete, etc.), MATIRŌ reserves the right to refuse the refund or to refund only part of the price (after deduction for depreciation).

Article 9 — Refund Terms The refund covers the price of the returned Product(s) as well as, where applicable, the standard outbound delivery costs (outbound costs only, excluding any additional costs resulting from an express delivery method chosen by the Client).

In the event of a partial return (where only part of the Products in the order are returned), the initial delivery costs are not refunded. These costs are only refunded if the entire order is returned.

Refunds are processed using the same payment method used for the order (credit card, etc.), unless you expressly agree to another method (credit note, bank transfer, etc.).

Article 10 — Refund Timeframes MATIRŌ will process the refund within fourteen (14) days following:

The actual receipt of the returned Products, or
The provision by you of proof of shipment of the return (if provided prior to receipt). This proof of shipment must include the tracking number and the carrier's stamp or receipt.

In the event of delay, late payment penalties may apply in accordance with Article L.241-4 of the French Consumer Code.

Article 11 — Damaged, Non-conforming Products or Order Errors If the Product received was damaged during transport, is non-conforming to the order, or presents a latent defect:

Report it as soon as possible (ideally within 48 hours of receipt) to contact@matiro.co with supporting photographs;
MATIRŌ will organize the return or exchange at its own expense and proceed with a full refund or replacement, according to your choice.

These cases are governed by the legal warranties of conformity (Articles L.217-4 et seq. of the French Consumer Code) and latent defects (Articles 1641 et seq. of the French Civil Code), which apply independently of the right of withdrawal.

Article 12 — Customer Service Contact For any questions regarding returns and refunds: Email: contact@matiro.co Customer service responds as soon as possible, Monday through Friday (excluding public holidays).

The registered office of MATIRŌ is located at 78 Avenue des Champs-Élysées, Bureau 326, 75008 Paris, France.

MATIRŌ reserves the right to modify this Policy at any time to reflect legislative changes or service improvements. Any modifications will be published on the Site with the updated date.

In the event of a dispute, you may seek free recourse from the consumer mediator to which MATIRŌ reports (FEVAD Mediator – www.mediateurfevad.fr), use the European Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr/, or bring the matter before the competent courts.

The applicable law is French law.