Refund policy

We want you to love your MATT3R product. If you're not fully satisfied, you can return your K3Y within 30 days of delivery.

30-Day Returns

Email support@matt3r.ai within 30 days of receiving your order. We'll send you return instructions and, for returns from the US, a customs form. Use that form and follow the instructions so the parcel clears customs on its way back to us. Once we receive and inspect the K3Y, we refund the device price to your original payment method.

The K3Y must be in good condition, in its original packaging.

What Is Refunded

• The price you paid for the device (after any discount).
• Not refunded: the original shipping charge, return shipping, and import duties and taxes paid at checkout. Those duties were already paid to US customs when your order shipped.
• If a return is sent without our customs form and we are billed duty, taxes or brokerage when it arrives, we deduct those charges from your refund. We will tell you the amount before we process the refund.

Cancelling Before Shipment

If you cancel before your order ships, we refund everything, including shipping and any duties and taxes charged at checkout.

Refused Deliveries

Duties for US orders are paid in advance, so nothing is due at the door. A parcel refused at delivery is handled as a return: the device price is refunded once the K3Y is back with us, less any return charges we incur.

Damaged or Defective Items

If your K3Y arrives damaged or stops working under warranty, email support@matt3r.ai with your order number and a photo. We replace defective units free of charge, including shipping. Import duties and taxes on a replacement may be charged to you.

This policy applies only to physical products (the K3Y device). It does not cover digital subscriptions, services, or third-party items.