Clear returns support for business buyers.
This policy explains return eligibility, how to report issues, how refunds/credits work, and the steps to arrange a return. Matop Deal UK primarily serves B2B customers (trade buyers, resellers and organisations).
At a glance
- Report damaged/incorrect items as soon as possible.
- Returns must be unused and in resalable condition (unless faulty/damaged on arrival).
- Refunds/credits may take 7–14 business days after inspection.
For help with a return, email: [email protected]
Return eligibility
Returns are considered on a case-by-case basis, especially for trade/wholesale orders. In general, a return may be accepted if:
- The item is unused, in resalable condition, and returned with original packaging (where applicable).
- You contact us before returning goods and receive return guidance from our team.
- The request is within a reasonable timeframe after delivery (especially for delivery issues or incorrect items).
Non-returnable items (common examples)
Some products may not be eligible for return due to hygiene, security, or product condition requirements. Examples can include:
- Items returned used, damaged, incomplete, or not in resalable condition (unless delivered damaged/faulty).
- Products missing original packaging or essential parts/accessories (where packaging/parts are required for resale).
- Clearance/discount items or special-order items (where applicable).
Reporting issues
If your order arrives damaged, incorrect, or incomplete, contact us as soon as possible so we can investigate and support a resolution.
Return process (step-by-step)
To keep returns smooth and fast, please follow this process:
Refunds & credits
Once a return is received and inspected, we will confirm whether it is approved. Approved refunds/credits follow these general rules:
- Refund timeline: typically processed within 7–14 business days after inspection and approval.
- Refund method: usually returned to the original payment method where applicable, or issued as a trade credit.
- Partial refunds: may apply if returned items are incomplete, damaged, or not in original condition (where eligible).
Wholesale / trade conditions
Because we serve business buyers, trade returns may include additional conditions:
- Returns may be subject to a restocking fee depending on product type and return reason.
- Items must be unused and in resalable condition unless faulty/damaged on arrival.
- Credits may be applied to future orders where appropriate.
Liability limitations
Our liability is limited to the value of the goods supplied. We are not responsible for consequential losses, lost profits, or business interruption arising from defects, delays or delivery issues.
Returns FAQ
Do I need approval before returning an item?
Yes. Please contact us first so we can confirm eligibility and provide return instructions.
What if my order arrives damaged?
Contact us as soon as possible with photos of the item and packaging, plus your order reference.
How long do refunds take?
After inspection and approval, refunds/credits are typically processed within 7–14 business days.
Will there be a restocking fee?
Wholesale returns may be subject to a restocking fee depending on product type and reason for return.
Need help with a return?
If you need to arrange a return or have questions about our policy, contact our team and include: order reference, product details, quantities, and the reason for return.
Want faster help with a return?
Email us with your order reference, product photos (if damaged), and a short explanation — we’ll guide you quickly.
