As an EU-based shop, Me & Maty follows the European consumer rights directive (Directive 2011/83/EU). This policy explains how returns, refunds, and exchanges work — what we can take back, how long it takes, and how we handle damaged or wrong-shipped items.
14-Day Right of Withdrawal
Under EU law, you have the right to cancel your order within 14 calendar days from the day you (or someone you nominated) physically receive your goods — no reason required.
How to Cancel
- Email us at sa@meandmaty.com with your order number and intention to return.
- Ship the items back to us within 14 days of notifying us.
- We’ll refund your payment within 14 days of receiving the goods.
Return shipping costs
Cost of return shipping is paid by the customer, unless the product arrived damaged or incorrect.
Condition of Returned Items
To be eligible for a full refund, items must be returned in the following condition:
Acceptable
- Unused or only inspected as you would in a physical store
- Original packaging intact (including outer box, sticker, seal)
- All accompanying materials (cards, leaflets) included
Not Eligible for Full Refund
- Opened or used cosmetic products (for hygienic reasons)
- Items missing original packaging or seal
- Items damaged due to customer handling
If items are returned in lesser condition, we may reduce the refund proportionally to reflect the diminished value.
Refund Process
How & When You Receive It
Refunds are issued to the same payment method used at checkout (card via Stripe, bank transfer, etc.).
- Card payments: 3–10 business days after we receive the return
- Bank transfers: within 14 days after we receive the return
What’s Refunded
The full product price plus the standard shipping cost you paid for delivery. Return shipping costs are not refunded unless the product was damaged or wrong.
Bank processing
If the refund hasn’t appeared after 10 business days, please contact your bank first — sometimes there are processing delays beyond our control.
Damaged or Incorrect Items
If your order arrives damaged, defective, or you received the wrong product — we’ll make it right at no cost to you.
What to Do
- Email sa@meandmaty.com within 48 hours of receipt
- Include your order number and 2–3 photos showing the issue
- We’ll arrange a free return label or send a replacement immediately
Our Commitment
You won’t pay return shipping for damaged or incorrect items. We may issue a full refund or send a replacement — your choice.
Exchanges
Currently we offer only two products — Pistachio Hand Cream and Pistachio Body Cream. If you’d like to switch from one to the other:
- Return the original product following the standard return process
- Place a new order for the desired product
- Once we receive the return, you’ll get your refund
We’re a small team and direct one-for-one exchanges are operationally complex right now. We appreciate your understanding.
Items We Can’t Take Back
Under EU law (Article 16, Consumer Rights Directive), the right of withdrawal does not apply to certain items:
- Cosmetic products that have been unsealed for hygienic reasons after delivery
- Products which have been used or contaminated
- Personalised or custom-made items (if introduced in future)
Our pistachio creams fall under sealed cosmetic products — once opened, they cannot be returned for hygiene reasons. Please inspect carefully before opening.
How to Send Your Return
Step 1 — Notify Us
Email sa@meandmaty.com
with: your name, order number, items you’re returning, and reason (optional but helpful).
Step 2 — Ship the Items
Send the return to:
Me & Maty Returns
Prašný Újezd 1
Mlečice, 338 08
Czech Republic
Use a tracked shipping method — we recommend Czech Post or Česká pošta. Keep your tracking number until refund is issued.
Step 3 — Wait for Confirmation
Once we receive and inspect your return, we’ll email confirmation and process your refund within 14 days.
Wholesale & B2B Returns
Wholesale and B2B orders are governed by separate terms specified in your individual purchase agreement. The 14-day consumer right of withdrawal does not apply to commercial buyers.
If you’re a retailer, distributor, or business partner — please refer to your contract or contact us at sa@meandmaty.com
for the applicable return terms.