Refund & Return Policy
We want you to love your MATES. products and we strive to ensure an exceptional MATES. experience. If we failed to meet this standard, please email us at email@example.com.
Due to the nature of our product, returns and refunds are granted on a case-by-case basis within 7 days of receipt of shipment.
Wrong item received
We apologise if you received a product different from the one that you ordered. Please email us at firstname.lastname@example.org and we’ll make sure to replace you the product you ordered.
Damaged or defective items
We apologise if you have received an item that is damaged or defective. We understand how frustrating this can be and will try our best to resolve this as quickly as possible for you. If you believe the item is defective, please email us at email@example.com, tell us exactly what the defect(s) is, and we will advise what to do next.
Item not received
We apologise if you have not received your item. To receive a replacement, you must inform us that you have not received your item within 10 days from the day on which you received an email from us confirming that the item had been shipped.
Please ensure you enclose the correct and complete item when making a return. The correct item must be returned to receive a refund.
To protect our employees and customers, we dispose of incorrect/mistaken returns. If you accidentally sent the wrong item to us, please contact our customer care team as soon as possible. We cannot guarantee your item will be found and returned, and no compensation is provided for incorrect items sent to us.
Cost of returning items
You will be responsible for paying for your own shipping costs to return your item. Shipping costs are non-refundable unless the product is defective or wrongly sent. For orders with free shipping, a shipping cost of RM10 will be incurred and deducted from the refund amount.
Late or missing refunds
There is often some processing time before your refund is officially posted. If your refund does not show in your bank account after your refund request is accepted, we recommend you to contact your bank or iPay88 customer service.
If you have done all the above and still have not received the refund, please contact us at firstname.lastname@example.org.
*MATES. reserves the rights to not accept/process any return requests which does not meet our standard return policy.