Returns and Cancellations

Changing an order

Once you have placed an order, it can no longer be changed. For configured items in particular, it is no longer possible to change individual options and colours. Please check your configuration in the summary carefully before you place your order.


As a private customer, you essentially have 14 days in which to change your mind. (See cancellation instructions) However, this does not apply to items that you have configured in the Mattes Configurator. These are expressly excluded from the right to cancellation. If the right to cancellation applies and you exercise it, send the item in question back to us. The shipping costs in this case are at your expense.

Please contact our Customer Services team first on

Reimbursement of the Purchase Price

Once we have received your return, we will email you to confirm that your account has been credited. The refund will be processed immediately. Please note:

  • Refunds will be made using the same payment method as that used for the purchase.
  • Refunds will be made using the currency as that used for the purchase.
  • The debit amount will always be reimbursed to the buyer and card or account holder.
  • If the item to be return was purchased using a voucher, a new voucher will be issued.
  • The time taken to process the refund depends on the payment method or credit card used.

Packaging Ordinance

In accordance with the provisions of the Packaging Ordinance, we are obliged to take back any packaging for our products that does not bear the mark of an extensive waste disposal system (such as the Duales System Deutschland AG “Green Dot”) and to ensure that it is recycled or disposed of.

For further clarification regarding the return of such products, please contact us (Telephone: +49 7463 993060, Email: We will then be able to advise you of a community collection point or waste disposal company in your locality who will remove the packaging free of charge.

If this is not possible, you can send the packaging back to us (E.A. Mattes GmbH, Birkenweg 2, D-78570 Mühlheim an der Donau). We will either recycle the packaging or dispose of it according to the provisions of the Packaging Ordinance.

Cancellation Declaration

Right of Cancellation

You have the right to cancel this contract within fourteen days without giving a reason. This period begins on the date on which you or your nominated third party, who is not the carrier, receives or received the goods into your/their possession. Th cancellation period is fourteen days from the date on which you or your nominated third party, who is not the carrier, receives or received the last item into your/their possession.

In order to exercise your right to cancellation you must inform us

E. A. Mattes GmbH
Birkenweg 2
78570 Mühlheim an der Donau

Phone: +49 7463 993060

by means of a clear declaration (e.g. a letter sent by post or email) of your intention to cancel this contract. You may use the cancellation form template attached to these T&Cs for this purpose, although you do not have to.

To comply with the cancellation period, it is sufficient for you to have sent us notification of your intention to exercise your right to cancellation before the end of the period.

Consequences of Cancellation

If you cancel this contract within the deadline, we will refund all payments that we have received from you, including delivery costs (but excluding the additional costs resulting from your choice of a delivery method other than the less expensive standard delivery that we offered) immediately and no later than fourteen days after the date on which we receive your notification that you wish to cancel this contract. We will use the same payment method for the refund that you used for the original transaction, unless expressly agreed otherwise with you; under no circumstances will you be charged any fees for this refund. We may delay the refund until we receive the goods back or until you provide us with proof that you have sent the goods back to us, whichever is the sooner.

You must return the goods to us immediately, and in any case no later than fourteen days after the date on which you advised us of your cancellation of this contract

E. A. Mattes GmbH
Birkenweg 2
78570 Mühlheim an der Donau

Phone: +49 7463 993060

This deadline is guaranteed if you return the goods before the end of the fourteen day period.

You must cover the cost of returning the goods.

You will only have to pay for any loss of value if this loss of value is the result of handling of the goods beyond what is necessary for checking the quality, properties and function of the goods.

End of cancellation instructions.

Exclusion of Right of Cancellation

The right to cancellation does not apply to the supply of goods

  • which are not pre-manufactured and for which an individual choice or specification by the consumer determines their manufacture or which are clearly customised to meet the personal needs of the consumer, nor to the supply of goods with a short shelf-life or for which the expiry date will soon pass,
  • those goods which cannot be returned for health or hygiene reasons, if the seal has been removed after delivery,
  • if these were inseparably mixed with other goods after delivery, due to their nature.

Download Cancellation Form Template


You have a statutory guarantee on all items.

Please report any defects in your items within the guarantee period to the following email address:

Complete your report as follows:

  • Please use the PDF form provided to submit your report.
  • Enclose a copy of the receipt and photographs showing the problem.
  • We will then investigate your case and discuss further action with you.

Download Guarantee Form