Deliveries and returns of goods
1. Shipment of your package
Packages are generally dispatched within 2 to 3 days after receipt of payment. They are shipped via Bpost with a tracking number for Belgium and via DHL Express with a tracking number for deliveries outside Belgium. Please contact us before choosing this method of delivery, as it involves additional costs. Whichever shipping method you choose, we will send you a link to track your package online. Shipping costs include preparation and packaging costs as well as postage costs. Preparation fees are fixed, while shipping fees vary according to total weight of the package. We recommend that you group all your items in one order. We cannot group two distinct orders placed separately, and shipping fees will apply to each of them. Your package will be dispatched at your own risk, but special care is taken to protect fragile objects. Boxes are sized appropriately and your items are properly protected.
2. Exchanges and returns
After making a purchase on the e-commerce site www.matos.be and in accordance with the European law on online sales (https://europa.eu/youreurope/citizens/consumers/shopping/guarantees-returns/index_fr.htm), the exchange or return period is 14 days from the date of delivery. To be eligible for a return or exchange, the product must:
- Not have been used, worn or opened
- Be provided with all labels (attached)
- Be returned in its original packaging (plastic or paper or cardboard)
- Be returned to the shipping address within 14 days from the day of delivery, including a copy of the purchase invoice
A return form must be sent to us by email within the validity period of the return or exchange.
This document can be downloaded here.
The proof of purchase (invoice or a copy of the invoice) must be attached to this form.
If the return or exchange does not comply with one of the conditions mentioned above, SPRL Matos Kite and Surf Shop, reserves the right to refuse the exchange or return.
Furthermore, the sender of the returned or exchanged products is responsible for all costs related to the return of the goods and bears the risk of the return. Please note that parcels without sufficient postage will not be accepted by SPRL Matos Kite and Surf Shop.
The only possible address for the return of exchanged or returned products is:
Matos Surf and Kite shop sprl 124C,
Chaussée de Ninove
1080 Brussels - Belgium
Matos Surf and Kite shop sprl is not responsible for incorrectly filled in contact details (name, address, place of residence) so that orders cannot be delivered to the right place or within the 14 day period after delivery.
Matos Surf and Kite shop sprl reserves the right to refuse returned products or to credit only a part of the amount paid when the product is damaged by you or during the return.
When a product is returned and complies with all of the above conditions, the amount will be credited to your bank account via bank transfer within 30 days. In order to credit your account, we need your bank account number. Customers outside Belgium must also mention the IBAN and BIC / Swift number of their own bank on the return document sent by email.