Refund policy

Damages and Issues Upon Arrival

Please inspect your order upon reception. Contact us immediately at matzzoinfo@gmail.com 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.

2-Year Warranty

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 at matzzoinfo@gmail.com 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 warehouse to receive a replacement.

Premium Pieces (Handcrafted to Order)

At MATZZO, we believe in intentional craftsmanship. Our Premium Pieces (items over $200) are not mass-produced; they are handcrafted specifically for you upon purchase. This ensures exclusivity, ultimate attention to detail, and superior quality for every single client.

30-Day Returns & Refunds

We offer a 30-day return policy, meaning you have 30 days after receiving your item to request a return and ship it back to us.

  • Eligibility: To be eligible for a return, your item must be unworn, unused, undamaged, and in the exact same condition as received, including its original MATZZO packaging and pouches. Proof of purchase is required.

  • Restocking Fee (For Premium Pieces Over $200): Due to the bespoke, handcrafted, and made-to-order nature of our Premium Pieces, a 20% restocking fee from the original price will be deducted from the final refund amount to cover specialized artisan labor, materials, and quality control.

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

  • Return Process: To initiate a return, contact us at matzzoinfo@gmail.com. If your request is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

  • Shipping Costs: The customer is solely responsible for all return shipping costs and insuring the package during transit.

  • Refund Processing: Once your return is received and thoroughly inspected by our team, we will notify you of the approval or rejection of your refund. If approved, the refund will be automatically issued to your original payment method. Please allow time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since your return was approved, please contact us.

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 at matzzoinfo@gmail.com. Once approved, our team will guide you through our seamless exchange process to ensure you receive your new piece as quickly as possible.

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.