Our Return & Exchange Policies
Right to Return:
In accordance with our delivery terms and applicable regulations, product returns may be made under the following policies established by the Company:
A) Return requests must be submitted to Matilda within five (5) days of receiving the product. To request a return, contact customer service at 3046362889 or email atencionalclientematildabyjc@gmail.com.
B) Products must be unused and returned with original tags and packaging.
C) Customers must return the product using the same methods and in the same condition it was received. Return shipping and any associated costs are the customer's responsibility. For valid returns that meet these criteria, Matilda will refund the purchase price within fifteen (15) business days of receiving the item or canceling the contract. Refunds may take up to 30 calendar days, especially in cases involving credit card payments, as processing times may vary depending on the financial institution (e.g., Credibanco, Bold, or Mercado Pago). If the returned product is found to be used, damaged, or altered, Matilda reserves the right to deny the refund.
D) Products purchased on promotion or from the sale section are not eligible for return unless due to a quality issue. Returns for reasons such as preference, style, or size do not apply.
Liability Disclaimer:
Matilda is not responsible for damage to products caused by force majeure, misuse, failure to follow care instructions, or third-party actions.
Return Policy:
Products purchased online from Matilda can be returned within 5 days of receipt for exchanges, or within 30 days for quality issues. For quality-related returns, customers can choose a product exchange or store credit in points for a future purchase. Returns outside these timeframes, or of used, damaged, or improperly packaged items, will not be accepted. Clothing must retain original tags and include all items from the same order intended for return. If a second return is requested for the same order, Matilda reserves the right to accept or decline the request.
Products on sale or from the offers section can only be exchanged for quality issues, not for changes in style, color, or size.
Exchange Policy:
Products can be exchanged in physical stores or online by contacting customer service at 3046362889 or atencionalclientematildabyjc@gmail.com within thirty (30) days of purchase and presenting the purchase receipt.
Conditions for exchanges:
A) Sale or discounted products are not eligible for exchanges due to size, color, or style—only for quality issues.
B) Exchanges will be made at the original purchase price.
C) Exchanges are subject to inventory availability.
D) Items must be returned unused, unwashed, with original tags and packaging.
E) Only one exchange is allowed per purchase.
Damaged or Defective Products:
Matilda prioritizes product quality as a key value. In the event of receiving a damaged or defective item, our Quality Control department will inspect the product to determine the cause. If the damage is due to a manufacturing defect, the item will be replaced or store credit issued. If the damage is due to misuse, lack of care, or external factors, no exchange will be offered and the item will be returned to the customer in its received condition.
No refunds will be issued in the following cases:
(A) Products not purchased through official Matilda channels (website, social media, or physical store).
(B) Damage caused by misuse or negligence (exposure to chemicals, heat, flames, sharp objects, etc.).
(C) Damage due to failure to follow care instructions on the product label.
Custom-Made Garments:
Garments made to customer specifications or with personalized modifications are not eligible for returns or refunds.