All our products go through multiple levels of quality inspections before it gets shipped out.
However, should your item delivered damaged or you have order issues, we will replace or refund it within 7 days, with the following conditions:
- You must request a replacement or refund by sending an email to support@matesome.com within 7 days of accepting the delivery of the product.
- Title your email as such: <Replacement/Refund Request for (#Order Number)> Clearly state in your email: Your full name used for the order, name of item(s), clear close up video(s) of the issue and description of the issue.
- We do not accept replacements/refunds, except for order issues and manufacturing faults which DO NOT include: Damaged packaging, dented or general wear and tear.
- To be eligible for a replacement/refund, the item must be in the same condition that you received it, unworn or unused, with tags, and in its original unopened packaging.
Once your return is received and inspected, we will notify you through email of the approval or rejection of your replacement/refund. If approved, your replacement/refund will be processed. Refunds will be credited to your original payment method within 3-5 business days or depending on your bank or credit card company's posting schedule regulations. Unfortunately, we will not be able to cancel or amend orders after payment has been made, however, feel free to email us in cases as such at support@matesome.com and we will look into how we can possibly assist you.
We reserve the right to deny unreasonable replacement, refund and exchanges.