Refund & Return Policy
Our Commitment
At Matan Tov, every gift is thoughtfully curated and assembled by hand. Because of the bespoke nature of our work, each order is unique; and so is our approach to making sure you love what you receive. This policy outlines how we handle returns, refunds, and any issues that may arise with your order.
Custom & Curated Orders
All MatanTov gifts are made to order. Once an order has entered preparation or has shipped, it is considered a final sale. That said, your satisfaction matters deeply to us. If something isn't right, reach out within 5 business days of delivery and we will work with you to find a fair resolution.
Arrived Damaged or Not as Ordered?
We pack every gift with care, but transit isn't always kind. If your order arrives damaged, incomplete, or different from what was confirmed:
Contact us at orders@matantov.com within 5 business days of delivery.
Include your name, order details, a brief description of the problem, and photos of the item and packaging.
Our team will review your claim promptly and, where appropriate, arrange a replacement, credit toward a future order, or a partial or full refund.
Items We're Unable to Accept Back
For hygiene, food safety, and quality reasons, the following cannot be returned:
Edible items of any kind, whether opened or sealed
Personalized, monogrammed, or custom-designed gifts
Items purchased at a discounted or promotional rate
Refund Processing
Approved refunds are issued to the original form of payment and typically appear within 7–10 business days, depending on your bank or card provider. Original shipping and delivery fees are not eligible for refund unless the error was ours.
Order Changes & Cancellations
Because we begin sourcing and assembling shortly after an order is confirmed, cancellations or changes can only be accommodated before preparation begins. Contact us as soon as possible and we'll do our best to help.
Questions?
We're here for you. Email orders@matantov.com and we'll respond promptly.