Cancellation and Return Policy

Cancellation and Return Policy

This policy has been prepared to inform visitors to the website and customers (“Buyer”) placing orders on https://matsuprofessional.com/ (“Site”) regarding the cancellation and return of products ordered through the Site.

Regarding the cancellation and return of ordered products:

  • All products you purchase are covered under our company's warranty.
  • When you place an order electronically through our website, you are deemed to have accepted the preliminary information form and the distance sales agreement provided to you.
  • You may return your order within 14 days with customer service approval, provided the product packaging is undamaged. Once your return reaches our return warehouse, it will be inspected, and if it is confirmed to be undamaged, your refund will be processed to your bank.

Packages Damaged During Shipping:
If you suspect the package is damaged by the courier, please open and inspect it in the presence of the courier representative before accepting it. If any damage is found, ask the courier to prepare a damage report and do not accept the package. If no damage report is made and the package is accepted, it is considered that the courier fulfilled its responsibility.

Non-Refundable Products:
Products will not be accepted for return, and no refunds will be issued if the product is returned in a condition different from how it was delivered or if it is determined to be damaged.

Return Process Timeline:
If you return a product, your return request will be processed within 7 business days from the date the product reaches the company.

Refund to Credit Card:
Once the return is approved, refunds to credit cards will be processed within 14 business days. Note that your bank may not reflect the refund in the same statement period. In such cases, please contact your bank’s credit card service.

Product Complaints:
For complaints regarding the product after delivery, you can contact our customer service at +90 531 949 87 91 or via email at hello@matsuprofessional.com. If it is determined that the issue is not due to user error, appropriate action will be taken to resolve the matter.