Refund policy

Order Changes & Cancellations

Because our pieces are handcrafted with intentional craftsmanship and we strive to fulfill orders as quickly as possible, our automated system processes and routes all orders directly into our workshop production queue immediately upon purchase.

Due to this instant and automated workflow, we are unable to accept order cancellations, changes, or modifications once an order has been placed. All purchases will proceed directly to crafting and shipping.

If you decide you no longer want the item after it arrives, you are welcome to follow our standard 30-day return process after delivery has been completed.

Damages and Issues Upon Arrival

Please inspect your order upon reception. Contact us immediately through our contact page if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right as quickly as possible.

30-Day Returns & Refunds

We want you to feel confident in your piece. We offer a 30-day return policy, giving you 30 days from the delivery date to request a return.

Eligibility:

To be eligible for a return, your piece must be in brand new, unworn condition (trying it on for size/fit is perfectly fine), free from signs of wear or damage, and returned in its original MATZZO packaging. 

Standard Pieces (Items Under $200): Eligible for a full refund.

Premium Pieces (Items Over $200): At MATZZO, we believe in intentional craftsmanship. Our Premium Pieces are not mass-produced; they are handcrafted specifically for you upon purchase. Due to this bespoke, made-to-order nature, a 20% restocking fee will be deducted from the refund amount to cover specialized artisan labor, custom preparation, and quality assurance.

Return Process:

To initiate a return, please contact our concierge team through our contact page on our website with your order number. Once approved, we will provide you with clear instructions and our designated return address. Unsolicited returns sent without prior authorization cannot be accepted.

Shipping & Handling:

Items must be shipped with a tracking service to our designated fulfillment and returns facility. Return shipping costs and transit insurance are the responsibility of the customer.

Refund Processing:

Once your return is received and inspected by our quality control team, we will notify you regarding the approval of your refund. Approved refunds are automatically credited back to your original payment method within standard banking processing times.

Exchanges

We offer one free exchange per order for a different size or model (for Premium pieces, the 20% restocking fee is completely waived for the exchange, though return shipping costs remain the responsibility of the customer).

To ensure a perfect fit and avoid issues, please utilize our official size guides and video charts before placing your order.

To initiate an exchange, simply notify us through our contact page. Once approved, our team will guide you through our seamless exchange process to ensure you receive your new piece as quickly as possible.

2-Year Warranty & Care

We take immense pride in our quality. MATZZO offers a 2-Year Warranty from the date of delivery strictly covering manufacturing defects. Our pieces are engineered for remarkable durability and are designed to be water and sweat resistant under proper conditions.

  • Care Instructions: To maintain enduring radiance, avoid contact with harsh chemicals (such as bleach, ammonia, strong detergents, or direct perfume sprays). Exposure to these aggressive substances may gradually reduce brightness or lead to peeling of the plating. We strongly recommend removing your jewelry before swimming in chlorinated or saltwater pools/oceans, and patting them completely dry with a soft cloth after any exposure to moisture. Visit our complete care guide for more information.

  • Exclusions: This warranty strictly does not cover damages incurred from chemical exposure, product misuse/abuse, accidental breakage, lost items, or normal wear and tear and natural fading of the plating over time.

  • Claims: If a manufacturing defect occurs, please contact us through our contact page with your order number and photo evidence. If approved, we will offer a free repair or a replacement. Please note: Items must be shipped by the client to our designated facility to receive a replacement.

European Union 14-Day Cooling-Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason, without justification. The item must still be unworn, in its original packaging, and in the exact same condition as received.