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Refund and Returns Policy

To ensure smooth processing, all requests for returns, reprints, or refunds regardless of the reason must be lodged within 28 days from the confirmed delivery date.

MatterTee will provide a full refund or reprint in the following scenarios:

  • Production issues: If a manufacturing fault is suspected, please provide supporting evidence such as clear photographs, short videos, or customer feedback. Common accepted cases include misprinting, missing artwork elements, significant colour inconsistencies compared to the design file, receiving the wrong product, or damage caused during the manufacturing process.
  • Item lost during shipment: Applicable only if the shipment was arranged using MatterTee’s shipping label. Claims can be made if the tracking shows the parcel “in transit” with no movement for more than 5 consecutive days.
  • Damaged upon arrival: If your parcel arrives damaged due to transit, and our shipping label was used, we will take responsibility.
  • Delivered to the wrong address: If the package was marked as delivered but was sent to an incorrect address not matching the provided details, and our shipping label was used.

In certain cases, where the tracking indicates successful delivery but the customer reports non-receipt, a 50% refund or reprint may be offered (also limited to MatterTee shipping labels only).

Exclusions – When We’re Unable to Offer Returns or Refunds:

We’re unable to accommodate refund or reprint requests under these circumstances:

  • The delivery failed due to an inaccurate or incomplete address provided by the customer or store owner.
  • The item meets production and print quality standards, but the customer is dissatisfied with the final result based on personal preference.
  • Errors made during the ordering process, such as uploading the wrong image or design file, incorrect product type, or improper alignment.
  • Wrong size selection by either the customer or seller.
  • The order is still within the acceptable production and shipping timeframe and has not exceeded standard delivery expectations.