RETURNS

We want you to be fully satisfied with your purchase. If you are not completely happy with your order, please review our return policy below.

Eligibility

  • Returns must be requested within 30 days from the delivery date.
  • Items must be unworn, unused, and returned in the original packaging, including accessories, manuals, and tags.
  • Proof of purchase is required, such as an order number or receipt.

How to Return

  • Email our support team at support@materikstory.com, with Order Number, Item(s) you want to return, reason for return, and photos if the item is defective or damaged on arrival.
  • After approval, you will receive an email containing instructions for return.
  • Pack the item securely, attach the label, and ship it to the indicated return address.
  • Send the tracking number, completed with the order number, to support@materikstory.com.

Return Costs and Refunds

  • For returns due to personal preference, such as color or style choice, shipping costs are the customer's responsibility.
  • Return Shipping by Country or Region:

     A) Hong Kong and Mainland China, free return shipping

          If your delivery address is in Hong Kong or Mainland China:
          - Return shipping is free for approved returns.
          - Materik will provide a prepaid return label or arrange a pickup,                               depending on location and courier availability.
          - If the return is not accepted because it fails the return conditions, the item             may be sent back to you and you may be responsible for reshipment                     costs.

      B) Rest of the world, customer paid return shipping

           If your delivery address is outside Hong Kong and Mainland China:
          - Return shipping costs are paid by the customer.
          - You are responsible for arranging the return shipment and ensuring the                 parcel is delivered to the address provided by Materik.
          - We strongly recommend using a tracked and insured shipping service.                 Materik is not responsible for lost or damaged return parcels.

  • Exchanges: 

     We do not offer direct exchanges in all regions.
If you want a different item, color, or size, return the original item under this policy and place a new order. If your order arrives damaged, defective, or incorrect, contact us within 48 hours of delivery with photos and a description of the issue. If confirmed, Materik will cover the necessary shipping costs and offer a replacement, repair, or refund, depending on availability and local rules.

 

Exceptions

  • Gift cards, items marked as final sale, and products damaged by misuse, accidents, unauthorized repairs, or normal wear and tear are not eligible for a refund.