Sales and Service Policy

Sales and Service Policy

Purchase process

1. Acceptance of notifications
    By placing an order, the customer agrees to receive notifications from the company, including shipping confirmation, tracking number, stock status, order updates, and other relevant communications.
   

2. Out-of-stock items
   If a product is unavailable, the customer will be notified by email and a full refund will be issued.
   

3. Logistics issues
   The company reserves the right to cancel the order in case of logistical problems, after notifying the customer and providing a full refund.
   

4. Customer information
   The customer must provide accurate and complete data (address, phone, email). If incorrect information prevents delivery, the customer will bear the costs of reshipping or returning the order.
   

5. Absence at delivery
   If the customer is absent, fails to collect the order at a pickup point, or does not collect it within the specified period, the company will not resend the order free of charge. All related costs will be the customer’s responsibility.
   

6. Order refusal
   If the customer refuses the order, the company will refund the product amount minus shipping and return costs.
   

Post-sale changes and cancellations

1. Order changes
   Once the order has been confirmed, no changes can be made. Customers must carefully review their order before finalizing the purchase.
   

2. Cancellations
   Cancellations are not accepted once the order is in the preparation stage. If the customer wishes to return the product, the Return Policy applies and the customer is responsible for shipping costs.
   

3. Address changes
   After the order enters the preparation stage, the delivery address cannot be modified. The customer must arrange any change directly with the carrier, which typically provides a link to select a pickup point or update the address if the first delivery attempt fails.
   

Payments and refunds

1. Payment methods
   Accepted methods: credit card, debit card, PayPal, Apple Pay, and ShopPay. Bank transfer or cash on delivery are not accepted.
   

2. Payment confirmation and changes
   Once the order is placed, the payment method cannot be changed.
   

3. Refunds
   When applicable, refunds will be made using the original payment method within 2–7 business days, depending on the bank. If issues such as insufficient funds or holds occur, the customer must contact their bank.
   

4. Claims management
   If the customer paid via PayPal and opens a claim (e.g., non-delivery or error), they cannot file the same claim with our customer service to avoid duplication. We recommend contacting clientes@matchaflix.com before opening a PayPal case.

5. Post-purchase discounts
   
   In some cases, after the order is confirmed and paid, the customer may benefit from a post-purchase discount: the discounted product will be automatically added to the cart without requiring a new payment. This item cannot be removed from the order. If the customer does not want it after shipping, the Return Policy applies.