Refund policy

Refund Policy

No Returns for Change of Mind At Mate & Maté, every item is custom-made especially for you as soon as you place an order. For this reason, we do not accept returns or exchanges for change of mind or incorrect size selection. Please consult our size guides carefully before finalizing your purchase.

What We Cover We are committed to quality and will provide a replacement or full refund for:

  • Manufacturing Defects: Issues with print quality, alignment, or garment construction.

  • Damaged Items: Products that arrive torn, stained, or broken.

  • Wrong Item Received: If the size, color, or design does not match your order confirmation.

How to Request a Resolution To report an issue, please email mateandmateshop@outlook.com within 14 days of delivery. You must include:

  1. Your Order Number.

  2. Clear, unedited photos of the product laid flat, showing the defect or the size tag.

  3. For print issues, a close-up photo of the graphic.

Verification Process All claims are subject to a verification process. We reserve the right to request additional photos or video evidence if the provided images are unclear or appear to be digitally altered.

Returns & Cancellations FAQ

Welcome to our Returns and Cancellations guide. Because every item at Mate & Maté is custom-made to order (Print on Demand), we have specific procedures to ensure the highest quality and fair service for all customers.

What items can I return?

We only accept returns for items that are faulty, damaged, or have a manufacturing/printing defect. * 14-Day Limit: No returns or claims are accepted after 14 days of your order being received.

  • Condition: Items must be in their original condition. We do not accept items that have noticeable wear, laundry scents, or stains (such as makeup or deodorant).

  • Final Sale: Because our products are produced specifically for you, we do not offer refunds or exchanges for "change of mind" or incorrect size selection. Please refer to our size guides before purchasing.

How do I cancel my order?

Once an order is placed, it is immediately sent to our automated production queue.

  • Cancellation Window: If you need to cancel, please contact us within 2 hours of placement.

  • Restocking Fee: If an order has been processed by our supplier but not yet printed, a cancellation/restocking fee of $35.00 AUD applies per order. This covers the administrative and logistics costs of returning blank garments to the original supplier.

  • In Production: Once an item has moved to the printing stage, the order cannot be canceled or refunded.

How do I process a return?

We work hard to provide consistent, high-quality prints. However, if you receive a product that does not meet our standards, please follow these steps:

  1. Email us at mateandmateshop@outlook.com with the following:

    • Your Order Number and Date of Purchase.

    • A clear description of the fault or damage.

    • Photo Evidence: A high-quality photo highlighting the defect.

  2. Verification: All claims are subject to review. We reserve the right to request a short video or additional photos to verify the claim against digital alteration or AI-generated manipulation.

  3. Resolution: Once approved, we will organize a replacement at no cost to you or a full refund to your original payment method.