Refund and Returns Policy

Return & Refund Policy

Last updated: October 21, 2026

You can return an eligible item within 30 days of delivery. Contact us first and we will email you a return label or freight documents that you can download and print. Return shipping is free, there is no restocking fee, and refunds are issued within 10 business days after we receive and inspect your return.

Returns at a glance

1. Return conditions

To be eligible for a standard return, the item must be:

• Unused and in the same condition it was delivered, with no damage, modifications, or wear after delivery
• Returned with all parts, accessories, and manuals that came with it
• Returned in its original packaging where possible, or packed securely so it is not damaged in transit
• Free of fuel and oil if it is gas-powered. Please do not ship any fuel or oil with a return.

These conditions do not apply to items that arrived damaged, defective, or incorrect (see section 5).

2. How to request a return

Email support@matzo.store or call +1 312-226-1129 within 30 days of delivery with:

• Your order number and the name on the order
• The item you want to return and the reason
• Photos, if the item is damaged, defective, or incorrect

We will reply within 1–2 business days with your return instructions and a return shipping label that you can download and print. For large items, we will provide freight documents (bill of lading) instead and help you arrange pickup or drop-off. Please do not send an item back before you receive our instructions.

3. Return shipping: free

Return shipping is free for approved returns. After we approve your request, we will email you the return label or freight documents you need, which you can download and print, and we will help you arrange the shipment. Please pack the item securely and attach the label as instructed. We cannot reimburse return shipping costs for items sent back without first contacting us and receiving return instructions.

4. Restocking fee: none

Matzo does not charge a restocking fee on any return.

5. Damaged, defective, or incorrect items

If your order arrives damaged, defective, or is not what you ordered, please note it on the delivery receipt where possible, take photos, and contact us within 7 days of delivery at support@matzo.store. Once we confirm the issue, we will send a replacement of the same item or give you a full refund, at no cost to you.

6. Items that cannot be returned

Any product that cannot be returned will say so clearly on its product page before you buy. This never limits your rights for items that arrive damaged, defective, or incorrect.

7. Exchanges

We do not offer direct exchanges for a different model. If you want a different item, return the original eligible item for a refund and place a new order. For damaged, defective, or incorrect items, we will replace the same item.

8. Refunds

Once your return arrives and passes inspection, we will approve your refund and email you. Refunds go to your original payment method within 10 business days after we receive and inspect the item. Your bank or payment provider may need additional time before the funds appear in your account. Standard shipping is free, so there is no shipping charge to refund.

9. Returns we cannot accept

A return may be declined if it is requested more than 30 days after delivery, the item has been used, modified, or damaged after delivery, parts or accessories are missing, or it was sent without our return instructions. If a return is declined, we will contact you and arrange to send the item back to you. This does not apply to items that are damaged, defective, or incorrect.

10. Order cancellations

Email support@matzo.store as soon as possible to cancel an order. We can cancel free of charge only if it has not yet shipped, and you will receive a full refund to your original payment method. After that, please use the return process above. See also our Payment Policy.

11. Lost or undelivered orders

If tracking shows your shipment as delivered but you cannot find it, please check around the delivery location and with others at your address, then contact us within 7 days at support@matzo.store. We will help you contact the carrier and file a claim. If your order is lost in transit, has not arrived within 10 business days after it shipped, or we cannot fulfill it, we will send a replacement or refund you in full. See our Shipping Policy.

12. Your legal rights

This policy does not limit any rights you have under applicable law.

Contact us

Matzo
Address: 2348 W Grand Ave, Chicago, IL 60612, USA
Phone: +1 312-226-1129
Email: support@matzo.store
Hours: Monday – Friday, 9:00 AM – 5:00 PM ET. Closed Saturday and Sunday.