REFUND AND RETURNS POLICY

IMPORTANT NOTE: The policies outlined on this page apply to physical orders only (Currently no physical orders available). They do not apply to online session bookings, digital download purchases, or coaching packages. Policy and procedure applying to all digital, package and service purchases are covered by their appropriate client agreements.

The refund and returns policy lasts 30 days. If 30 days have passed since your purchase, I can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

EXEMPT ITEMS

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. I also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

ADDITIONAL NON-RETURNABLE ITEMS:

• Gift cards
• Downloadable software products
• Some health and personal care items

To complete your return, you are required to provide a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

PARTIAL REFUNDS

There are certain situations where only partial refunds might be granted:

• Books with obvious signs of use
• CD, DVD, software, or vinyl record that has been opened.
• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
• Any item that is returned more than 30 days after delivery.

REFUNDS

UNDELIVERED AND UNRECEIVED ORDERS

For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date.

DEFECTIVE ORDERS

Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product has been received.

Claims deemed an error on my part are covered at my expense. If you (or your customers) notice an issue on the products or anything else on the order, please submit a problem report from the Customer Service page.

The return address on the shipping labels is to my store partner’s fulfilment centre.  When they receive a returned shipment, an automated email notification will be sent to admin, and to you.  Unclaimed returns get donated to charity after 4 weeks.

WRONG ADDRESS

If you or your end customer (in case of vendor managers) provide an address that is considered insufficient by the courier, the shipment will be returned to the partner’s fulfilment facility.  You will be liable for reshipment costs once I have confirmed an updated address with you (if and as applicable).

UNCLAIMED SHIPMENTS

Shipments that go unclaimed are returned to my partner’s fulfilment facility, and you will be liable for the cost of a reshipment to yourself or your end customer (if and as applicable).

mattybateson.com and partners do not accept returns of sealed goods, such as but not limited to face masks for example, which are not suitable for return due to health or hygiene reasons.  You hereby agree that any returned orders of this nature won’t be available for reshipping and will be disposed of.

RETURNED BY CUSTOMER

Due to the on-demand production of the products I provide, and the nature of my service, I do not refund orders for buyer’s remorse or change of mind.   All appropriate products on the store have accurate size charts included, and it is the responsibility of the customer to check these sizes at time of purchase.

In the case where a product has arrived differently to the spec provided by this website, a problem report should be submitted and I will work with you to a resolution. 

Once your return is received and inspected, I will send you an email to notify you that I have received your returned item. I will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Refunds are processed within 21 business days from time of completion.

LATE OR MISSING REFUNDS

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please email orders@mattybateson.com or by completing a problem report.

GIFTS

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, I will send a refund to the gift giver and they will find out about your return.

SHIPPING RETURNS

To return your product, you should mail your product to the return address provided with the shipment. If you don’t have access to the return address, please contact me and it can be provided.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. In these rare circumstances I will liaise with you regarding this. It is your responsibility to ensure that I receive your returned item.

NOTIFICATION FOR EU CONSUMERS

According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:

1. the supply of goods that are made to the consumer’s specifications or are clearly personalized;
2. sealed goods which were unsealed after delivery and thus aren’t suitable for return due to health protection or hygiene reasons,

therefore mattybateson.com and partners reserve the right to refuse returns at its sole discretion.

This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.

NEED HELP?

Email orders@mattybateson.com for questions related to refunds and returns.