We stand behind every product we sell. If you're not fully satisfied with your purchase, you may return it under the terms below.
1. Return window
You have 30 calendar days from the date of delivery to request a return. After 30 days, we cannot offer a refund or exchange.
2. Eligibility
- The item must be in original, unused condition.
- All original packaging, accessories, tags and manuals must be included.
- Proof of purchase (order number or receipt) is required.
Items that cannot be returned
- Downloadable digital products.
- Gift cards.
- Personal-use hygiene items (earbud tips, foam ear pads) once the seal is broken.
- Items marked "Final Sale".
3. How to start a return
- Email support@mateusmonteirollc.shop with your order number and reason for the return.
- We'll email you a prepaid return shipping label (for U.S. domestic orders) and Return Merchandise Authorization (RMA) number within one business day.
- Pack the item securely and drop it off with the carrier.
4. Refunds
Once we receive and inspect your return (typically 1–3 business days), we'll notify you of approval or rejection. Approved refunds are issued to the original payment method within 5–10 business days. Depending on your bank, it may take a few additional days to appear on your statement.
5. Shipping costs
- Defective or damaged items: we cover return shipping and refund the original shipping fee.
- Change-of-mind returns: we cover the return label; original shipping fees are non-refundable.
- International returns: not currently supported (we only ship within the U.S.).
6. Exchanges
We only replace items if they are defective or damaged. Contact us at support@mateusmonteirollc.shop to arrange a replacement of the same product.
7. Late or missing refunds
If more than 10 business days have passed and you still haven't received your refund, first check with your bank or card issuer, then contact us. We're here to help.
8. Damaged in transit
Inspect your package immediately upon delivery. If an item is damaged, take photos and email us within 48 hours. We'll ship a replacement at no cost.
9. Warranty claims
Products carry a 2-year manufacturer warranty against defects. To file a warranty claim, email us with your order number, photos and a description of the issue.
10. Contact
MATEUS MONTEIRO LLC — Returns Department
2121 S Hiawassee Rd., Suite 108
Orlando, FL 32835, United States
Email: support@mateusmonteirollc.shop