Refund and Return policy

Our return policy allows for a 30-day return window if the item is in good working condition and free from defects. If there is any issue with the order, particularly damage, please contact us within 7 days of receiving the item. 

Our 7-day return policy specifically applies to faulty products or items damaged during the shipping process. When requesting a refund, you will be prompted to upload a photo and/or video showcasing the damage. Please see more below.

Damages and issues 
Please inspect your order upon reception, and contact us immediately if the item is defective, damaged, or if you have received the wrong item. This will allow us to assess the issue promptly and rectify it accordingly. We appreciate your cooperation in helping us address any concerns promptly. We are unable to accept refund requests for faulty items after 7 days, as per our policy.

If your return is accepted as faulty or damaged, we'll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

To qualify for a return, the item must be in the same condition as when you received it, including tags and original packaging. Additionally, you will need to provide the receipt or proof of purchase.
 
To start a return, you can contact us at return@matchmate.ca

Please keep in mind that; at Matchmate we have a free return processing fee but we do not cover the cost of return shipping for non faulty items. You will be responsible for paying for your own shipping costs for returning your item. If you receive a refund, the cost of return shipping will be deducted from your refund. To be more specific, the flat fee of $14 will be taken out from your refund.

Returns for International Orders 
We are unable to issue a return label for non-U.S. orders. Therefore, you will once again be responsible for covering the shipping costs to return your item to our warehouse in the United States. return processing will be 48 hours . 

As soon as we receive the return from you to our warehouse, we will begin to process the return which will take 1-2 business days.

Order Cancellations
At Matchmate our cancellation policy allows for order cancellations within the initial 1 hour after placing your order. Once this timeframe has elapsed, your order is likely in the process of being fulfilled and is on its way to you.

Should you wish to cancel your order after the 3-hour window, we kindly ask you to reach out to us at info@matchmate.ca

If the item has already been dispatched, you can return it after it arrives. Please check our return policy for more information.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the return was approved or not. If approved, you’ll be automatically returned on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the return too.

Restocking Fee Policy

As outlined in our return policy, a 20% restocking fee will be applied to returns for any reason other than items that are faulty, defective, or damaged. This fee will be deducted from your total refund amount.

We appreciate your understanding and encourage you to carefully review your purchase before finalizing your order.