If it's not right,
we'll make it right.

Matelda Coffee is food. For hygiene and food-safety reasons we cannot resell a jar once it has left our control and been opened, so we do not offer change-of-mind returns or exchanges on opened products. This does not affect your rights where the product we sent was wrong, damaged, defective or expired.

We accept returns and issue replacements or refunds if:

• The wrong product or the wrong size was delivered.
• The package arrived damaged, crushed or tampered with.
• The product has a manufacturing defect, such as a broken seal, faulty lid or foreign matter.
• The product was expired or past its best-before date on delivery.
• The product leaked or spilled during transit.

Email support@mateldacoffee.com within 48 hours of delivery with your order number, a short description of the issue, and clear photographs of the outer packaging, the shipping label, the jar or pouch, and the batch and expiry printing. Photos are essential — they let us file a claim with the courier or our packing line and approve your case the same day. Requests received after 48 hours, or without photographs, cannot be approved.

Except where the product is defective, expired or was not what you ordered, opened jars and pouches cannot be returned for hygiene and food-safety reasons. Please keep the product in its original packaging until your claim has been reviewed.

Once we receive your photos we respond within one working day. Where required, we arrange collection of the item or ask you to keep it for courier inspection — please do not discard the packaging. Refunds and replacements are processed after inspection confirms the issue. If the claim is not supported by inspection, we will explain why and return the item to you.

Approved refunds are issued to the original payment method used at checkout, and typically appear within 5–10 working days depending on your bank or payment provider. Where a replacement is preferred we dispatch it at no cost to you, including shipping. Original shipping charges are refunded when the entire order was wrong, damaged or expired.

Orders can be cancelled free of charge any time before dispatch — email support@mateldacoffee.com or call 0339-1872005 with your order number. Once a parcel has been handed to the courier it can no longer be cancelled.

Write to support@mateldacoffee.com with the subject "Return request — [your order number]", or call 0339-1872005 between 10:00 AM and 7:00 PM (PKT), Monday to Saturday. A real person will take it from there.