Everything You Need to Know About Matalan Returns Policy

Matalan is a popular fashion and homeware retailer that offers high-quality products at affordable prices. However, sometimes you may need to return an item you purchased, and it’s essential to understand the Matalan returns policy to ensure a smooth and stress-free process. 

This article will provide all the information you need about the Matalan returns policy, including the process for returning items, exceptions to the refund policy, and more.

Returns Policy	Matalan offers a 14-day returns policy for a refund or exchange.
In-store returns	You can return items to any Matalan store in the UK for free.
Online returns	You can return your online purchase for a refund or exchange.
Returns by post	You can return your item by post, but you may need to pay for the postage.
Qualification for refunds	Items must be in a resalable condition with the original receipt.
Exceptions to the refund policy	Certain items cannot be returned, including earrings, swimwear, underwear, and personal hygiene products.
Consumer Right of Return and Refund	You have the right to return your purchase and receive a refund if it is faulty or not as described.
Non-refundable gift vouchers	Gift vouchers cannot be refunded.

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Matalan offers customers various options for returning items, whether they buy them in-store or online. Let’s take a closer look at each of these options.

In-Store Returns (Free)

If you purchased an item in-store and would like to return it, you can do so free of charge. Here’s the process for returning items in-store:

1. Take the item you want to return to your nearest Matalan store.
2. Present your original receipt or delivery note to the store associate.
3. You can either exchange the item or receive a full refund.

Online Returns:

If you purchased an item online, you have two options for returning it – by post or in-store. Here’s what you need to know about returning items purchased online:

Refund Policy for Online Orders: You can receive a full refund for your online purchase if you return the item(s) within 14 days of receiving them. The refund will be credited to the original payment method.

Requirements for Returning Items: To return an item purchased online, it must be in its original condition, unused, and with all tags and labels attached. The item must also be returned in its original packaging.

Non-Acceptance of Returns to Clearance Stores: Matalan clearance stores do not accept returns for online items.

Returns by Post

If you choose to return an item by post, you can do so by sending it to the following address:

Matalan Web Returns

DC Goods In

Perimeter Road

Knowsley Industrial Park

LIVERPOOL

L33 7SZ

Refund Processing Period: Once Matalan receives the returned item, the refund may take up to 14 days to be processed.

Conditions for Free Postal Returns: You can return an item by post free of charge if you use the pre-paid label with your order. However, if you choose a different carrier or method, you must cover the postage cost.

Packaging and Posting Guidelines: Pack your item securely and use a tracked or signed-for service when posting it.

Qualification for Refunds

To qualify for a refund, the item(s) you are returning must meet certain conditions. Here’s what you need to know:

Requirements for Re-Saleable Items: 

The item(s) you are returning must be in its original condition, unused, and with all tags and labels attached. The item must also be returned in its original packaging.

Right to Refuse Refunds for Non-Re-Saleable Items: 

Matalan reserves the right to refuse a refund if the returned item (s) do not meet the abovementioned conditions.

Need for Original Receipts: 

You must present your original receipt or delivery note to qualify for a refund.

Refunds for Single Items Purchased as Part of a Multi-Buy Discount Offer: 

If you purchased a single item as part of a multi-buy discount offer, you would only receive a refund for the discounted price you paid, not the full cost of the item.

While Matalan is dedicated to providing a smooth returns process for all customers, there are some exceptions to its refund policy. Certain items are excluded from the procedure, and the consumer’s right to return and refund is subject to some conditions.

Exclusion of certain items from refunds

Some products are non-refundable, and customers will not be able to receive a refund on them. These are mainly hygiene-related products, such as earrings, cosmetics, and swimwear, which cannot be returned once opened or used. In addition, the company reserves the right to refuse a refund if the item is damaged or excessively soiled or if the item’s tags or packaging have been removed.

List of excluded items

Customers who have purchased the following items cannot request a refund or exchange:

• Personalized and perishable products, such as flowers and food
• Mattresses, duvets, pillows, and bedding accessories that have been removed from their packaging
• Underwear and hosiery
• Items that are not in their original condition or packaging, such as furniture that has been assembled and used

Non-refundable gift vouchers

Gift vouchers are non-refundable, and Matalan does not offer cash back for unused coupons. However, gift vouchers can be used to purchase products from the Matalan website or in-store.

Consumer Right of Return and Refund

Under the Consumer Contracts Regulations, customers have the right to return products purchased online or in-store. The law requires customers to have at least 14 days to return goods, and Matalan extends this period to 28 days. 

Customers who return goods within the 28-day window will receive a full refund, including the delivery cost. Customers who exceed this timeframe may not be eligible for a refund and will be offered an exchange or credit note instead.

Matalan’s returns policy is designed to make the returns process as smooth and efficient as possible for customers. Customers who have purchased products online or in-store can return their items in various ways, including in-store, via post, or at designated Hermes ParcelShops. Matalan has also made the refund process straightforward, with most refunds processed within seven days of receiving the item at the returns center.

However, there are some exceptions to the refund policy, and customers should be aware of these before purchasing. By familiarizing themselves with the terms and conditions of the returns policy, customers can ensure a hassle-free shopping experience with Matalan.

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