Refund policy

Returns & Refunds | Matisa Deco

Last Updated: April 2026

At Matisa Deco, we want you to be completely enamored with your new organic pieces. If a selection isn’t the perfect fit for your space, we offer a professional and streamlined return process tailored to your location.

Quick Policy Facts

Region Return Shipping Logistics Fee
🇮🇪 Ireland

Option A: Prepaid Label


Option B: Customer Arranges

Option A: €6.00 (Deducted)


Option B: FREE
🇬🇧 United Kingdom Customer Arranges Shipping FREE (No restocking fees)
🇪🇺 Europe Customer Arranges Shipping FREE (No restocking fees)
🔄 Exchanges Matisa Deco Covers Labels (IE) FREE (€0.00)

1. How to Initiate a Return

To ensure a personalized and secure experience, we manage all returns manually. Please follow these steps:

  1. Contact Us: Email info@matisadeco.ie within 14 calendar days of delivery.
  2. Authorization: Our team will provide specific return instructions or your prepaid label (for Ireland).
  3. Secure Packaging (Mandatory): Items must be returned in their original, specialized reinforced packaging. As our pieces are crafted from stone, clay, and glass, they require the specific protection they arrived in to prevent damage during transit. Items returned in substandard packaging are not eligible for a refund.

2. Regional Return Logistics

Returns in Ireland (🇮🇪)

You have the freedom to choose how to send your piece back:

  • Prepaid Convenience: We provide a prepaid An Post label. A flat fee of €6.00 will be deducted from your refund.
  • Self-Managed: You may return the item via your preferred courier at your own expense.
  • ✨ FREE Exchanges: If you choose an Exchange, the €6.00 fee is waived. We provide the label for FREE (€0.00).

Returns in UK & Europe (🇬🇧🇪🇺)

For international orders, customers are responsible for arranging and paying for tracked return shipping to our Dublin hub.

  • No Restocking Fees: Matisa Deco does not charge any additional processing fees.
  • UK VAT & Credit Notes: We refund the full amount paid at checkout and issue a formal Credit Note for your tax records.
  • Non-Refundable Costs: Original shipping fees and any customs/handling fees paid to local authorities (for UK orders >£135 or non-EU) are non-refundable.

3. Damaged or Faulty Items: Our Arrival Guarantee

If a fragile piece arrives with a defect or transit damage:

  • 24-Hour Window: You must notify us at info@matisadeco.ie within 24 hours of delivery with clear photos of the damage, the external packaging, and the shipping label.
  • Priority Resolution: We will prioritize a replacement or a full refund at no extra cost to you.
  • Natural Variations: As our products are made from natural materials, slight variations in texture or tone are inherent characteristics of the craft and are not considered defects.

4. Important Conditions

  • Condition: Items must be in perfect, unused condition.
  • Refund Processing: Once inspected at our Dublin hub, refunds are issued to the original payment method within 2–7 business days.
  • Final Sale: Sale items, Gift Cards, and Digital Products are non-returnable.