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Legal
Seven days from the date of delivery. A replacement is available if the product does not match the listing photograph or description, arrives damaged, is the wrong item, or is the wrong size on a size-based product.
Message us on WhatsApp with your order number and a photograph of the item. Where possible, record an unboxing video - with one, claims are approved immediately and without further questions.
Free on footwear and apparel within seven days, provided the item is unworn, unwashed, and has its original tags and box intact. One exchange per item.
Where a replacement is not possible, we refund in full. The team confirms the applicable refund process within five working days of the item being collected.
MatzHub arranges and pays for reverse pickup on all approved claims. You are never asked to courier an item at your own cost.
Items damaged through use or improper care, items returned without original tags or packaging, and change-of-mind returns on non-defective goods after the seven-day window. Because listings are imported first-copy goods and are described as such, dissatisfaction that the item is not an original branded product is not a valid claim.
If you are a reseller and your own customer raises a claim, raise it with us under your order number within the same seven-day window. We handle it on the same terms.