Refund policy

Refund & Returns Policy

This policy explains your statutory right of withdrawal, an important hygiene exemption for supplements, and our voluntary 60-day money-back guarantee.

A. Your statutory right of withdrawal (14 days — EU law)

As an EU consumer, you have the right to withdraw from your purchase within 14 days of receiving your goods, without giving a reason, under Directive 2011/83/EU (as amended by Directive (EU) 2023/2673). You can exercise this right through our electronic withdrawal function, available throughout the 14-day period, including if you ordered as a guest. It works in two steps — you indicate your intention to withdraw, then confirm — and you receive confirmation by email. You may also inform us at maria@rawmatter.eu. If you validly withdraw, we refund all payments received, including standard delivery, within 14 days of receiving the returned goods or proof of return.

B. Hygiene exemption — important for supplements

Under Article 16 of the Consumer Rights Directive, the right of withdrawal does not apply to sealed goods that are not suitable for return for health-protection or hygiene reasons if unsealed after delivery. In practice: a Raw Matter bottle can only be returned under the right of withdrawal if it is unopened and the seal is intact. Once the seal is broken, it cannot be returned for hygiene reasons. This does not affect your rights if the product is faulty or was sent in error.

C. Faulty, damaged, or incorrect items

If your product arrives faulty, damaged, or is not what you ordered, contact maria@rawmatter.eu within 14 days. You are entitled to a replacement or full refund at no cost to you, in line with your statutory rights.

D. Our 60-day money-back guarantee

Beyond your legal rights, we offer a 60-day money-back guarantee. If you've tried our products and aren't satisfied, contact us within 60 days of purchase at maria@rawmatter.eu and we'll refund your order — even if the bottle is opened. This is separate from and additional to your statutory 14-day right of withdrawal, and does not limit your legal rights.

E. Refunds

Refunds are issued to your original payment method. Please allow 5–10 business days for the amount to appear, depending on your bank or card provider.