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    Returns and complaints

    Would you like to return goods within 14 days?

    Click the button below, enter your order number and the e-mail address used for the purchase. In the order details, you will find the option to create a return request.

    WITHDRAW FROM THE CONTRACT

    Customer satisfaction is important to us. That is why we handle every complaint and every request to return goods with extra care and as quickly as possible. All goods are covered by a 24-month warranty period.

    Returns - how to proceed

    If the goods you ordered from us do not suit you or did not meet your expectations, you can return them within 14 days of receipt without giving a reason.

    To return goods, please use the WITHDRAW FROM THE CONTRACT button at the top of the page. After submitting the request, we will confirm its receipt by e-mail.

    The option to withdraw from the contract does not apply to goods made or adjusted to order according to the customer’s wishes. In our case, this mainly includes custom-made products, such as leather stroller handle covers or stroller accessories sewn according to the selected fabric pattern, fleece colour, size or other individual requirements.

    If you decide to return the goods, please pack them carefully so they are not damaged during transport.

    The shipment should include:

    • the returned goods,
    • proof of purchase or the order number,
    • your contact details,
    • your bank account number for the refund, unless it was provided in the online request.

    Please send the shipment to this address:

    Ma-Tata.com
    Ing. Šárka Homolová
    Pekařská 106/4
    746 01 Opava
    Czech Republic

    Goods sent cash on delivery, to a post office or to another pick-up point will not be accepted.

    Complaints - how to proceed

    We would like to accommodate all customers, but this is not always possible.

    The warranty for both custom-made products and products in stock does not apply in particular to:

    • defects caused by using the products contrary to the instructions for use and care,
    • defects caused by modifications or unprofessional intervention,
    • normal wear and tear caused by use,
    • scratches on leather covers,
    • abrasion of fabric, for example from stroller harness straps,
    • damage caused by incorrect folding of the stroller or improper handling.

    Procedure for sending goods under complaint

    If a defect appears on the goods, please first write to us at info@ma-tata.com and include:

    • the order number or proof of purchase,
    • a description of the defect,
    • photos of the defect,
    • your contact details.

    Please do not send the goods to us without prior agreement if you are unsure about the correct procedure.

    After agreement, please pack the goods carefully so they are not damaged during transport.

    The shipment should include:

    • the goods under complaint,
    • proof of purchase or the order number,
    • a description of the reason for the complaint,
    • your contact details.

    Please send the shipment to this address:

    Ma-Tata.com
    Ing. Šárka Homolová
    Pekařská 106/4
    746 01 Opava
    Czech Republic

    Goods sent cash on delivery, to a post office or to another pick-up point will not be accepted.

    If you are unsure about something, call us at +420 601 545 101 or send us an e-mail at info@ma-tata.com.