This Refund & Returns Policy applies to all purchases made through Matpause, operated by Baltruschat Carpet GmbH.

1. Payment Methods and Transaction Security
   Accepted payment methods include:

• Visa
• Mastercard
• American Express
• Apple Pay
• Google Pay
• Selected secure electronic wallet options available at checkout

All payments are processed securely through fully authorized electronic payment services to ensure the highest standards of financial data protection.

2. Order Processing
   Orders are officially processed within 1–3 working days prior to carrier dispatch. Processing includes payment clearing verification and rigorous internal quality control.
3. Shipping Context and Non-Delivery Resolution

• Orders are delivered using established international carriers, including DHL, FedEx, and UPS, depending on destination safety and service availability.
• Estimated delivery time is generally 5–10 working days after dispatch.
• Tracking updates are systematically sent to the email address provided at checkout at key delivery stages.
• If a delivery exceeds the expected timeframe due to carrier delays, a priority review is conducted in coordination with the relevant carrier. To secure our customers against transit risks, Baltruschat Carpet GmbH guarantees full resolution, including prioritized product replacement or a full refund for officially lost shipments.

2. Right of Withdrawal (14-Day Statutory Period for EU Customers)
   In strict compliance with the EU Consumer Rights Directive, customers located within the European Union are entitled to a statutory 14-day withdrawal period beginning from the date of physical receipt of the goods. During this period, EU customers may request a return and full refund without providing a specific reason, in accordance with applicable statutory consumer protection rules.
3. Return Authorization and Return Address
   Where a return is approved under this policy, items must be safely dispatched to our centralized verification and fulfillment location:
   Baltruschat Carpet GmbH
   Am Leveloh 3 – 7
   45549 Sprockhövel
   Germany

Important: To ensure accurate tracking and secure processing, customers are required to contact customer support (carpet@matpause.com) to obtain formal return authorization and specific handling instructions prior to shipping any items back. Unidentified or unauthorized returns may affect processing timelines.

6. Damaged or Faulty Items
   If an item arrives in a damaged or faulty condition within the framework of your statutory warranty rights, customers must contact customer support via email with relevant photographic or video evidence within a reasonable timeframe.

Each case will be thoroughly reviewed by our quality assurance department. Verified manufacturing defects or transit damage will be fully resolved through prioritized replacement or a full refund. To maintain our operational standards, Baltruschat Carpet GmbH reserves the right to request the physical return of the affected item for quality inspection, or coordinate verified local disposal instructions based on the official review findings.

7. Refund Eligibility and Conditions
   Refunds are systematically issued under the following verified circumstances:

• A valid statutory withdrawal request submitted within the applicable 14-day period (for EU customers).
• Confirmed non-delivery or shipment loss following an official carrier investigation.
• Verified manufacturing damage or product faults based on approved evidence and inspection.

All refunds are issued exclusively back to the original payment method used at checkout.

8. Non-Refundable Situations
   Refund eligibility and transaction credit may be declined where:

• Incorrect, invalid, or incomplete delivery details were provided by the customer at checkout, resulting in terminal carrier loss.
• Return conditions and product integrity are not met under the applicable withdrawal guidelines.
• Items are not physically returned or tracked when a physical return has been officially required and agreed upon.

8. Refund Processing Timelines
   Where a refund is approved, Baltruschat Carpet GmbH initiates and processes the transaction immediately within 3–5 business days. Following our internal processing window, the standard banking timelines of Stripe or your specific card issuer (Visa, Mastercard, American Express, Apple Pay, Google Pay, or supported e-wallet systems) will apply to credit the funds back to your account statement.
9. Contact
   For any refund, return, or cancellation enquiries, please reach out to our dedicated support office:
   Email: carpet@matpause.com
   Telephone: +49 2327 4128765
   Address: Am Leveloh 3 – 7, 45549 Sprockhövel, Germany