Return and Refund Policy

At Matter Studio, our goal is for you to be completely satisfied with your purchase. However, due to the nature of our products (especially personalized items), there are specific rules you should know before requesting a return.

1. Right of Withdrawal (Cancellation)

Under Portuguese law, you have the right to cancel your purchase within 14 consecutive days, with no need to provide a reason. However, this right applies differently depending on the type of product:

• Matter Studio Collections (non-personalized products): you can return the item and request a full refund. The product must be in its original condition, with tags, and with no signs of use or washing.
• Personalized products: LEGAL EXCEPTION. According to Article 17. of Decree-Law No. 24/2014,, the right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalized. Since the product was created exclusively for you, it cannot be returned, except in the case of a manufacturing defect.
  
  

2. Returns for Defects or Production Errors

If you received an item with a manufacturing defect or if there was a personalization error made by Matter Studio (e.g., wrong thread color, design different from the one approved):

1. You have a period of 30 days after receipt to contact us via email geral@matterstu.com.
2. You should send clear photos of the defect along with the order number.
3. Once validated, Matter Studio will arrange for the item to be picked up and send a replacement at no additional cost, or provide a full refund (including shipping), if a replacement isn't possible.
   
   

3. What is NOT Considered a Defect

We do not accept returns based on:

• Customer errors: spelling mistakes, low-resolution images you uploaded, or wrong size selection (always check our Size Guide before finalizing your order).
• Color variations: small differences in tone between what you see on screen (RGB) and the final print on fabric (CMYK/textile).
• Misuse: damage caused by improper washing or misuse of the item.
  
  

4. How to Process a Return (In-House Collections)

To return an item from one of our collections:

1. Send an email to geral@matterstu.com with the subject line "Return – Order #[Number]."
2. Package the item securely.
3. Shipping costs: except in case of a defect, return shipping costs are your responsibility.
4. Shipping address: Rua do Sol Nascente, Casais de São Lourenço, 2640-265 Encarnação.
   
   

5. Refunds

After we receive the returned item and confirm its condition:

• The refund is processed within a maximum of 14 days from that confirmation.
• The amount is credited via the same payment method used in the original purchase (MB Way, Multibanco, card, Apple Pay, Google Pay, PayPal, or Klarna).
  
  

6. Exchanges

Due to stock management and the customization component, we do not offer direct exchanges. If you want a different size or color of a collection item, you must return the current item and place a new order on the site.