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ON ALL ORDERS OVER $39

Customer service

WARRANTIES

> Hair care products, nail polishes, nail treatments and hair extensions

For hygiene and quality assurance purposes, all purchases of hair care products, nail polishes, nail treatments and hair extensions are FINAL.

> Electrical appliances

All purchases of electrical appliances are FINAL. Mat&Max will honor the manufacturer’s warranty for all electrical items purchased from its website and will replace defective electrical appliances covered.

These guarantees apply ONLY to a device whose defect can be detected at the time of return and not damaged during use. You ABSOLUTELY need the original packaging to qualify.

To see the warranty applicable to your electrical appliance, go back on your product’s listing (the warranty will be displayed at the bottom of the description) or check the original packaging. Please note that warranties can only apply on refund requests for the same item, not an exchange for a different item.

RETURNS

> Defective electrical appliances, under warranty

If you experience problems with an item within its warranty period, please follow these steps:

  1. REPLACEMENT REQUEST

    Contact to us at info@matandmax.com and include the following informations and documents:

    > your full name
    > the date of your purchase
    > your order number
    > the name of the product
    > the nature of the defect
    > a picture of the product with its original packaging

  2. REPLACEMENT AUTORIZATION

    We will contact you by email within 5 business days following your replacement request. Once your request has been authorized, you’ll be able to return it to the following address:

    Mat&Max - Returns
    3755 Place Java – Suite 130
    Brossard, Qc, Canada
    J4Y0E4

    We recommend that your ship your item with the original box and that you use a traceable shipping method like Canada Post, UPS or FeDex.

    Please note that you will only be responsible for the shipping costs from your address to our warehouse. We will assume all other shipping and handling fees tied with your request.

  3. ITEM REPLACEMENT

    We will contact you by email within 5 business days following the receipt of your package to confirm the validity of your request. We will then confirm the shipment of your new appliance by email.

    Please note that the return of a non-defective item will be denied and your appliance will automatically be sent back you.

> Products damaged during delivery

If your shipment was damaged in transit, you must ABSOLUTELY keep the original shipping box and follow these instructions in order for your request to be authorized:

  1. REPLACEMENT REQUEST

    Contact to us at info@matandmax.com within 5 business days of receiving your order and include the following informations and documents:

    > your full name
    > the date of your purchase
    > your order number
    > the name of the damaged product(s)
    > the nature of the damage
    > a picture of the damaged product(s) with the original packaging

  2. REPLACEMENT AUTORIZATION

    We will contact you by email within 5 business days following your replacement request to confirm its validity. Once your request has been authorized, we’ll send you a second package right away with a return shipping label so you can send us back the damaged product(s) at no charge.

  3. RETURN OF DAMAGED PRODUCTS

    You MUST return damaged products within 10 days of receiving your second package.

    Mat&Max reserves the right to refuse returns sent or communicated after the return deadline, or products that are not in the same condition as the one in which they were received. If applicable, the total amount of the products will be charged, in addition to a flat rate $9 shipping fee.

> Wrong or incomplete order

If you receive a product that was not part of your final order or if you a product is missing, please follow these steps:

  1. ORDER ADJUSTMENT REQUEST

    Contact to us at info@matandmax.com within 5 business days of receiving your order and include the following informations and documents:

    > your full name
    > the date of your purchase
    > your order number
    > the name of the incorrect product(s) received or of the missing products
    > a picture of the incorrect product(s) received, if applicable

  2. ORDER ADJUSTMENT AUTHORIZATION

    We will contact you by email within 5 business days following your adjustment request to confirm its validity. Once your request has been authorized, we’ll send you a second package right away with the missing products. When applicable, we will also include a return shipping label so you can send us back the incorrect product(s) your received, at no charge.

  3. RETURN OF INCORRECT PRODUCTS

    You MUST return incorrect products within 10 days of receiving your second package.

    Mat&Max reserves the right to refuse returns sent or communicated after the return deadline, or products that are not in the same condition as the one in which they were received. If applicable, the total amount of the products will be charged, in addition to a flat rate $9 shipping fee.

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