1) Legal right of withdrawal (consumers only — 14 days)

1.1 You have the legal right to withdraw from your purchase within 14 days without giving any reason.
1.2 The 14-day period starts the day after you (or a third party you appoint, other than the carrier) receive the goods. If your order is delivered in multiple shipments, the period starts after you receive the last item.

2) How to withdraw

2.1 To exercise your withdrawal right, inform us by an unequivocal statement (for example by email to info@mattiepro.com). Include your order number and the items you want to return.
2.2 You may also use the Model Withdrawal Form below (optional).

3) Return deadline

3.1 After notifying us, you must send the goods back no later than 14 days from the day you communicated your withdrawal.

4) Condition of returned goods

4.1 You may handle the goods only to the extent necessary to establish the nature, characteristics and functioning of the goods.
4.2 You are liable for any diminished value resulting from handling beyond what is necessary.

5) Return shipping / labels

5.1 Return shipping is not free. Unless we explicitly offer free returns, you bear the direct cost of returning the goods.

• The Netherlands: if a pre-paid return label is provided and you choose to use it, the return label cost will be deducted from your refund.
• Outside the Netherlands: you can request a pre-paid return label by emailing info@mattiepro.com. If we can provide a label and you choose to use it, the return label cost will be deducted from your refund. If we cannot provide a label for your location, you can return the package using your own shipping method at your cost.
• Label price communication: where applicable, the label cost depends on destination and carrier rates and will be communicated when the label is issued. By approving the label cost and using the label, you agree to the deduction from your refund.
• Returns from outside the EU: you are responsible for completing any customs paperwork required for the return shipment. Any costs charged by customs/carriers for the return shipment are your responsibility.

6) Refunds (legal withdrawal)

6.1 If you withdraw, we refund all payments received from you, including standard outbound shipping costs (only if the entire order is returned), without undue delay and in any event no later than 14 days after we are informed of your decision.
6.2 We may withhold reimbursement until we have received the goods back, or you have supplied evidence of having sent them back—whichever is earlier.
6.3 Refunds are made using the same payment method you used, unless agreed otherwise.
6.4 If a return label was provided and used, the label cost may be deducted from your refund as the direct cost of returning the goods.
6.5 If you returned only part of your order, outbound shipping costs are not refunded (unless required by law).

7) Voluntary 30-day returns (extra service — unopened only)

7.1 In addition to the legal 14-day withdrawal right, we offer a voluntary 30-day return period starting from the day you receive your order. This is an extra service and does not limit your legal rights.
7.2 Voluntary 30-day returns are accepted only if the product is unopened, unused, in its original packaging, and in resalable condition. If these conditions are not met, we may refuse the voluntary return.
7.3 For voluntary returns submitted after the legal 14-day withdrawal period has expired, we refund the item price only. Outbound shipping costs are not refunded unless required by law.
7.4 Return shipping costs also apply to voluntary 30-day returns. If a pre-paid return label is provided and used, the label cost will be deducted from your refund.

8) Damaged, defective, or wrong items

If your order arrives damaged, defective, or you received the wrong item, contact us as soon as possible at info@mattiepro.com with your order number and clear photos. If the issue is confirmed to be our error, we will provide an appropriate solution (for example: replacement, refund, or a return label at our cost where applicable).

9) Exchanges

If you want an exchange, contact us at info@mattiepro.com. Exchanges are usually handled as a return + a new order, depending on availability.

MODEL WITHDRAWAL FORM (optional)

(Complete and return this form only if you wish to withdraw from the contract.)

To: Mattie Professional (Topmetics B.V.), Cairostraat 127, 3047BB Rotterdam, The Netherlands, info@mattiepro.com

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
- Ordered on (date):
- Received on (date):
- Name of consumer(s):
- Address of consumer(s):
- Signature of consumer(s) (only if this form is submitted on paper):
- Date: