Effective Date: Jan 09, 2025
Last Updated: Jan 09, 2025
At Mate-A-Phone, your satisfaction is our top priority. We are committed to delivering high-quality products and an exceptional shopping experience. However, we understand that issues may arise, and we have a clear refund and return policy to address your concerns.
1. Refund and Return Conditions
We offer refunds, reprints, or replacements under the following circumstances:
- Defective Products: If a product has a manufacturing or print defect, you can request a refund or reprint within 30 days of delivery.
- Incorrect Items: If you receive the wrong item in terms of model, coating, or design, we will reprint or refund the item within 30 days of delivery.
- Damaged or Lost in Transit:
- If the product is damaged during transit, report the issue within 7 days of delivery with photographic evidence.
- If an order is lost in transit and does not arrive within the expected delivery timeframe, you may request a reprint or refund.
2. Non-Refundable Items
The following items are non-refundable unless defective:
- Custom designs where incorrect images, text, or specifications were provided during the customization process.
- Products that meet production standards but do not align with subjective preferences, such as minor color variations or slight design misalignment.
- Items damaged due to improper use or failure to follow care instructions.
3. Timeframe for Refunds or Returns
- Refund or Reprint Requests: Must be submitted within 30 days of delivery.
- Damaged Items: Claims must be made within 7 days of delivery.
4. Refund Process
- Refunds will be processed back to the original payment method or, upon request, as a Mate-A-Phone gift card.
- Approved refunds are typically processed within 3-5 business days after verification.
5. Return Process
- Proof Required: Customers must provide clear photo evidence of the issue, such as:
- A full image of the product showing the defect.
- Evidence that the received item does not match the ordered model or design.
- Return Shipping Costs: Mate-A-Phone will cover return shipping costs for approved returns or reprints.
6. Order Cancellations
Orders cannot be canceled once production begins, typically within 24 hours of order placement. If production has not started, cancellations may be possible. Please contact us as soon as possible to request a cancellation.
7. Exchange Policy
As all products are printed on demand, we do not offer exchanges. If you need to modify your order, a new purchase will be required.
8. Lifetime Warranty
We provide a limited lifetime warranty on products still available in our catalog. To qualify:
- The product must show damage from normal wear and tear.
- The identical product SKU, finish, and design must still be available.
This warranty only covers product replacement and does not include refunds or shipping costs. Device damage or accessory issues (e.g., case rings or hardware) are not covered.
9. Contact Information
To request a refund, return, or reprint, please reach out via our Contact Us page with the following details:
- Order number.
- A description of the issue.
- Supporting photos or evidence.