Refund policy

Returns Policy

At Matchaflix S.L., we want to ensure the satisfaction of our customers and, therefore, we establish the following returns policy for our food products, in accordance with the legislation in force in Spain.

1. Return period

The customer has 14 calendar days from the date of shipment of the product to exercise their right of withdrawal, provided that the conditions set out below are met.

1. Conditions for returns

Condition of the product

Returns will not be accepted for products whose packaging has been opened or tampered with, except in the cases described in the Exceptions and exchanges section.

The product must be in its original condition, with no signs of use or deterioration that may affect its suitability for sale.

Original packaging

The product must be returned in its original packaging, including all accessories, labels and documentation, where applicable.

Excluded products

For hygiene and food safety reasons, opened or tampered food products may not be returned.

Once the period of 14 calendar days has elapsed, no returns or exchanges of any item will be accepted.

1. Exceptions and exchanges

If the product arrives in suboptimal condition due to transport damage, manufacturing defects or any other cause attributable to Matchaflix S.L., the customer may request:

An exchange for a product in perfect condition, or

A full refund, provided that the defect is proven.

To manage this request, the customer must contact customer service within 24 hours of receipt and provide photographs or evidence supporting the claim.

1. Return procedure

a) Through customer service

Write to clientes@matchaflix.com, indicating the order number and reason for the return, to request collection of the product.

Wait for the specific shipping instructions.

b) Self-management

The customer may request home collection by adding this link to the cart: https://matchaflix.com/products/reenvio-por-espera and processing it as a normal order, valid only for mainland Spain.

Alternatively, the customer may send the product through the transport agency of their choice to:

Matchaflix S.L.
Calle Luis I 33, Nave 17
28031 Madrid, Spain

In all cases, the package must include a note with the name, order number and reason for the return.

1. Return costs

If the return is due to an error by Matchaflix S.L. or to a product defect, the costs will be borne by the company.

In other cases, transport costs shall be borne by the customer.

1. Refund

Once the product has been received and verified, the refund will be processed within a maximum period of 14 calendar days, using the same payment method used for the purchase.

1. Contact

For any questions regarding this policy, you may write to clientes@matchaflix.com.

Matchaflix S.L. reserves the right to modify this policy, while always complying with the applicable legal regulations.