Refund policy

RETURN POLICY

We have a 14-day return policy, which means you have 14 days to request a refund after receiving your product.

  • To start the return process, go to the page Return and exchange instructions
  • To be eligible for a refund, your product must be in the same condition as when you received it, free of defects or unused, with labels and in its original packaging. You will also need your receipt.
  • You can, of course, try out the rug in different rooms in your home to see how it looks. Rug goes with your interior design.
  • The product to be returned must not have been substantially altered.
  • Pack the product carefully, preferably in its original shipping packaging, which will withstand transport back to our warehouse.
  • Address labels or tape must not be attached directly to the product.
  • If you want to exchange a product for another product, return the original product according to the instructions and place a new order in our online store.


To start the return process, go to the page Return and exchange instructions

Please contact our customer service if you need help:info@mattokeidas.fi.

Please note that returns should be sent to the following address:

Mattokeidas Oy

Possijärvenkatu 1, 33400 Tampere, Finland

Products sent to us without a return notification will not be accepted.

The return fee within Finland is €7.90, which will be deducted from the total amount of the returned products.
The same return fee applies to shipments returned uncollected from the carrier. Returns are free of charge when the product is returned directly to a Mattokeidas store in Tampere or Turku.

The return fee for other EU countries is €19.90.

If the product is faulty or damaged during transport, Mattokeidas Oy (Mattokeidas.fi) will cover all return costs.

Please note that failing to collect your order does not count as a valid cancellation.

For any questions regarding returns, you can always contact us at: info@mattokeidas.fi

Damages & Issues

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

For more information, please contact info@mattokeidas.fi


Exceptions / non-returnable items

Please note that custom-made products are non-returnable. Products that require assembly are also not eligible for return.

For large rugs with the shortest side measuring over 240 cm, a €39.00 return fee will be charged and deducted from the total refund amount. In these cases, please contact us first at: info@mattokeidas.fi and we will order a pickup for the product.


Exchanges

The fastest way to ensure you get what you want is to return the original item and place a new order separately.

 

Refund for Returns:

The price of the returned product will be refunded using the same payment method as the original order.
A €7.90 or €19.90 or 39.00€ return fee will be deducted from the total value of the returned products.

We will process the refund as soon as possible, and no later than seven (7) days after receiving the returned item.
The refund decision will be made once the product has been inspected.

Please note that even products returned to the store will be refunded via the original payment method.
No return fee will be charged for items returned directly to the store.

We cannot issue a refund if the product or its packaging is incomplete, damaged, or has been used.

We refund the shipping cost of the order. If only part of the order is returned, the shipping cost will not be refunded.

 

Order Cancellation:

Customers may cancel an order for in-stock items before the product has been shipped from the warehouse.
To cancel your order, please send an email to: info@mattokeidas.fi

Your cancellation email must include your order number and contact details. Order cancellations are free of charge.

If the sale is cancelled due to delivery difficulties, the seller’s liability is limited to terminating and cancelling the purchase.

 

European Union 14-Day Cooling-Off Period

Notwithstanding the above, if goods are shipped within the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification.

As stated above, your item must be in the same condition as when you received it — unused, with all tags attached, and in its original packaging.
You will also need to provide the receipt or proof of purchase.