Return Policy

Return Policy

At Matchaflix S.L., customer satisfaction is our priority. This return policy applies to our food products and complies with current Spanish legislation.

1. Return period

Customers have 14 calendar days from the product’s shipping date to exercise the right of withdrawal, provided the following conditions are met.

2. Conditions for returns

Product condition

• Returns will not be accepted if the packaging has been opened or tampered with, except as stated in Exceptions and Exchanges.
  

• The product must remain in its original condition, without signs of use or damage that affect resale.
  

Original packaging

• The item must be returned in its original packaging, including all accessories, labels, and documentation if applicable.
  

Excluded products

• For hygiene and food safety reasons, opened or tampered food products cannot be returned.
  

• After the 14-day period, no returns or exchanges will be accepted.
  

3. Exceptions and exchanges

If the product arrives damaged due to shipping, manufacturing defects, or any cause attributable to Matchaflix S.L., the customer may request:

• A replacement product in perfect condition, or
  

• A full refund, provided the defect is proven.
  

The customer must contact customer service within 24 hours of receipt, providing photos or evidence to support the claim.

4. Return procedure

a) Via customer service

• Email clientes@matchaflix.com with the order number and reason for return to arrange home pickup.
  

• Follow the specific shipping instructions provided.
  

b) Self-managed return

• Customers may request pickup by adding this link to the cart: https://matchaflix.com/products/reenvio-por-espera (valid only within mainland Spain).
  

• Alternatively, they may ship the item with their chosen carrier to:
  
  Matchaflix S.L.
  Calle Luis I 33, Nave 17
  28031 Madrid, Spain
  

Include a note inside the package with name, order number, and reason for return.

5. Return costs

• If the return is due to an error by Matchaflix S.L. or a defective product, we will cover the shipping costs.
  

• Otherwise, the customer is responsible for all return shipping expenses.
  

6. Refund

Once the product is received and inspected, a refund will be issued within 14 calendar days using the original payment method.

7. Contact

For questions regarding this policy, email clientes@matchaflix.com.

Matchaflix S.L. reserves the right to amend this policy at any time in accordance with applicable law.