Refund policy

This Return & Refund Policy ("Policy") applies to all purchases made through www.matecaps.com (“Website”), operated by CIBI NATURALS LLC d/b/a MATECAPS. By placing an order on the Website, you agree to the terms outlined below.

 

1. 60-Day Risk-Free Guarantee

MateCaps provides a 60-day risk-free guarantee beginning on the date of delivery. This guarantee covers manufacturer defects and functional issues under the following conditions:

 

a. Days 0–30: Full Coverage

If a product is determined to be defective within the first 30 calendar days of delivery, MateCaps will provide, at its sole discretion:

• Replacement part(s) at no cost, including shipping; or
• A full unit replacement, including return shipping, if repair is not feasible.
  
  

Customer must submit photo and video evidence to initiate a returns claim.

 

b. Days 31–60: Limited Coverage

If a product is found to be defective after the initial 30-day period but before the 60th day:

• MateCaps will provide the required replacement part(s) at no cost.
• The customer will be responsible for shipping costs.
• If full replacement is deemed necessary, a discounted replacement may be offered. Return shipping and reshipment costs will be the responsibility of the customer.

 

2. Return Eligibility

All return requests must be initiated within 15 calendar days from the date of delivery by contacting support@matecaps.com. Returns outside this window will not be accepted unless the product qualifies under the 60-day risk-free guarantee policy.

To be eligible for a return:

• The item must be unused, unassembled, and in original packaging.
• A restocking fee of $14.99 USD will be deducted from the refund.
• Return shipping is the responsibility of the customer unless otherwise stated in writing by MateCaps.

 

Items that have been opened, assembled, used, or damaged due to user setup error, mishandling, or normal wear and tear are not eligible for return.

 

3. Non-Returnable Items

We are unable to accept returns in the following circumstances:

• The item has been used or assembled.
• The item is returned outside the original packaging.
• Damage results from user error, improper assembly, accidents, or normal wear and tear.
• The return request is made beyond 15 days after delivery, unless covered by our 60-day risk-free guarantee.
  
  

4. Return Process

Return requests must be approved in advance by contacting support@matecaps.com. Upon approval, return instructions will be provided. Unauthorized returns or items returned without prior approval will not be processed and may be returned to sender at their expense.

 

5. Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

 

6. Exceptions

We cannot process a return if the item gets damaged through normal wear and tear of the product. 

 

7. Exchanges

We do not process direct exchanges. Customers may return eligible items per the guidelines above and place a new order for a different product.

 

8. Refund Processing

Refunds, if approved, will be issued to the original method of payment within 5 business days after receipt and inspection of the returned product. Processing times may vary based on the customer’s financial institution.

If a refund has not been received within 15 business days of approval, please contact support@matecaps.com.