At Matsu, we aim to ensure that every order reaches our customers correctly and in good condition. If there is an issue with your order, we will review the matter and determine the appropriate resolution in accordance with our policy.
A refund, replacement, or other suitable resolution may be considered in cases involving incorrect, damaged, defective, or missing products, subject to verification.
Customers should report any issue as soon as possible after receiving the order and provide the relevant order details along with photographs or other information where necessary. This allows us to investigate and resolve the matter efficiently.
Where applicable, products should be unused, unopened, and in their original packaging. Due to the nature of tobacco and nicotine-related products, opened or used products may not be eligible for return or refund unless the issue relates to a verified product defect.
Orders that have already been processed or dispatched may not always be eligible for cancellation. Any cancellation request will be reviewed based on the status of the order.
Once a refund is approved, the applicable amount will generally be returned through the original payment method. Processing time may depend on the payment provider or financial institution.
Matsu reserves the right to review each refund request individually and may decline requests that do not meet the applicable requirements.
Business Location: Ras Al Khaimah, UAE
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