We want every Mtlvoaken™ piece to arrive as expected and feel right for your space. If something is not suitable, the following policy explains how to request a return and how eligible refunds are handled.
30-Day Returns
Eligible items may be returned within 30 calendar days after delivery.
To qualify, an item should be:
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Unused and in its original condition
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Returned with its original packaging and included accessories, where applicable
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Accompanied by valid order information or other proof of purchase
Items showing use, alteration, accidental damage after delivery, or missing essential components may not qualify for a standard preference-based return.
Starting a Return
Before sending anything back, email service@mtlvoake.com with:
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Your order number
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The item you wish to return
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A brief reason for the request
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Photos or video when relevant to the issue
Our support team will review the request and, if eligible, provide the applicable return instructions and return warehouse information.
Do not send merchandise to our business registration address unless our support team specifically instructs you to do so. Returns sent to an unauthorized address may not be identifiable or processable.
Return Shipping
For a preference-based return, such as changing your mind about the style or deciding that an eligible item is no longer wanted, the customer is responsible for the return shipping cost.
If an item arrives damaged, defective, incorrect, or materially different from its product description, contact us promptly. Once the issue is verified, Mtlvoaken™ will provide an appropriate replacement, refund, or return solution at no additional cost to the customer.
Please retain the product and its packaging while the issue is being reviewed, as photos or other reasonable information may be required to confirm what occurred.
Items with Return Restrictions
Certain products may have additional return limitations where appropriate, including:
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Personalized or customized merchandise
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Gift cards
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Items clearly marked as final sale before purchase
This does not limit remedies that may otherwise apply to an item that arrives damaged, defective, incorrect, or materially different from its description.
Exchanges
We do not require customers to wait for a traditional exchange cycle. If you would like another style or eligible variant, you may return the original item according to this policy and place a separate order for the preferred product.
If the replacement is needed because we sent an incorrect or qualifying defective item, contact us first so we can provide the appropriate solution.
Refunds
Once an authorized return is received, we will inspect it and notify you of the outcome.
Approved refunds are issued to the original payment method within 5–10 business days after the returned item has been received and inspected.
Your bank, card issuer, or payment provider may require additional time to post an approved refund to your account.
Original shipping charges are generally not refundable for preference-based returns unless required by applicable law. If the return results from an incorrect, damaged, defective, or materially misdescribed item for which Mtlvoaken™ is responsible, the customer will not be required to absorb the applicable return costs resulting from that issue.
If you have not received an approved refund after the stated processing period plus any reasonable payment-provider posting time, contact service@mtlvoake.com with your order number.
EU Withdrawal Rights
Where applicable law gives customers in the European Union or another jurisdiction a statutory cancellation or withdrawal right, those rights remain available in addition to this policy.
For qualifying EU distance purchases, consumers generally have a 14-day statutory withdrawal period, subject to applicable exceptions and legal requirements. Please contact us before returning the merchandise so that we can provide the appropriate instructions.
For return or refund assistance, contact service@mtlvoake.com.