Return, Refund, Exchange and Cancellation Policy

Last updated: August 12, 2026

At boutiquesamatt, we want to provide you with a simple and transparent shopping experience. Please read the following policy carefully before making a purchase.

1. Return and Exchange Period

You have 14 calendar days from the date you receive your order to request a return or exchange.

To be eligible for a return, the item must be in its original condition, unused, unworn, unwashed, and, where applicable, with its original tags and packaging.

Certain items may be excluded from returns where their nature or condition does not permit a return. Personalized items, items opened for hygiene or safety reasons, or items showing signs of use may be excluded, except where the product is defective or incorrect.

2. Return Shipping Costs

Returns requested by the customer

When a return is requested for a reason that is not due to an error on our part, such as changing your mind, ordering the wrong size or color, or no longer wanting the product, the customer is responsible for the return shipping costs.

The return shipping cost will depend on the shipping company or carrier selected by the customer. We recommend using a shipping service that provides tracking.

Damaged, defective or incorrect products

If the product you received is damaged, defective, or different from the product you ordered due to an error on our part, the customer will not be responsible for the return shipping costs.

In this situation, please contact our customer service before returning the item and, where possible, provide photographs of the product and its packaging so that we can review your request.

Once your request has been reviewed, we will provide you with the appropriate return instructions.

3. Return Address

Unless otherwise instructed by our customer service team, returns should be sent to:

RM03, 24/F, HO KING COMM CTR,
2-16 FAYUEN ST,
MONG KOK, HONG KONG

Please do not send a return to this address before following our return procedure when prior authorization is required.

The customer is responsible for the package until it is received by our team. We strongly recommend keeping your shipping receipt and tracking number.

4. How to Return an Item

To request a return, please contact our customer service within the applicable return period and provide:

• Your order number;

• The name or reference of the item(s) you wish to return;

• The reason for the return;

• Photographs of the product if it arrived damaged, defective, or incorrect;

• Any other information necessary to process your request.

Once your return request has been accepted, please package the product securely to prevent damage during transportation.

The returned package must include the order number and a clear indication of the reason for the return.

We strongly recommend using a shipping service with tracking.

5. Exchanges

Exchange requests must be submitted within 14 calendar days of receiving the order.

Exchanges are subject to product availability and the applicable return conditions.

When an exchange is required because of an error on our part, including a product that is incorrect, damaged, or defective, the customer will not be responsible for the return shipping costs.

When an exchange is requested for a reason attributable to the customer, the customer is responsible for the return shipping costs.

6. Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved or rejected.

If the refund is approved, it will be processed within 7 business days after the return has been approved.

Refunds will be issued using the same payment method used for the original purchase, unless this is technically impossible or another method has been agreed upon with the customer.

Please note that the time required for the refunded amount to appear in your account may also depend on your bank, payment provider, or card issuer.

Original shipping costs may not be refundable when the return is requested by the customer, except where the return is due to an error on our part or because the product was defective, damaged, or incorrect.

7. Items Not Eligible for a Refund

A refund may be refused or adjusted if the returned item:

• Has been used, worn, washed, or damaged after receipt;

• Shows signs of wear or deterioration that are not attributable to the original transportation of the product;

• Is returned without required components or accessories;

• Is returned after the applicable return period has expired.

Nothing in this policy limits any consumer rights that may apply under the laws applicable to you.

8. Order Cancellation

A cancellation request may be submitted within 24 hours after the order confirmation, provided that the order has not yet been shipped.

If a consumer requests cancellation before the order has been shipped and within the cancellation period specified above, the order may be cancelled.

Once an order has been shipped, it may no longer be possible to cancel it. In such cases, the customer may, where applicable, use the return procedure described in this policy.

9. Order Processing Time

After payment has been received and confirmed, we generally require 1–3 business days to process and prepare an order before it is shipped.

Processing times may be longer during periods of high demand, promotional events, or exceptional circumstances.

The order processing time is separate from the shipping and delivery time stated at checkout.

10. Contact Us

For any questions or requests regarding returns, exchanges, refunds, or order cancellations, please contact our customer service using the contact details provided on our website.

When contacting us about an order, please always include your order number so that we can process your request as efficiently as possible.

This policy does not affect any mandatory consumer rights that may apply under the laws and regulations of your country or region.