Refund policy

I have a 14-day return policy, which means you have 14 days from the date you receive your item to request a return. If you changed your mind after placing your order, you can cancel and receive a full refund before your item enters production, usually within a couple of hours. Once in production, I can no longer guarantee a cancellation.

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact me at hi@matcuk.design. If your return is accepted, I’ll send you a return shipping label and instructions on how and where to send your package. Items sent back to me without first requesting a return will not be accepted.

You can always contact me for any return questions at hi@matcuk.design.


Damages and issues

Please inspect your order upon reception and contact me immediately if the item is defective, damaged or if you receive the wrong item, so that I can evaluate the issue and make it right.


Exceptions / non-returnable items

Posters from the Personalised Posters collection can't be returned as they are considered custom-made for you. When you purchase a product from this collection, you will receive a proof for confirmation via email. Please inspect it carefully and approve only if you are happy with the design.

  • Before production: You may cancel your Personalised Poster order for a full refund any time before it enters the printing process. Once I've received your cancellation request, I'll process your refund promptly.
  • During/after production: Once your item has entered production, I cannot cancel the order. While I gladly offer returns or refunds for defective items, I can't issue a refund if you no longer want the items.


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 of the new item.


European Union 14-day cooling-off period

Notwithstanding the above, if the merchandise is being shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason, without justification. As above, your item must be in the same condition as when you received it: unused, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds

I will notify you once I’ve received and inspected your return and let you know whether the refund has been approved. If approved, you’ll be automatically refunded on your original payment method within 7 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since I’ve approved your return, please contact me at hi@matcuk.design.

 

Questions?

If you have any questions about my returns policy, please don't hesitate to reach out through the contact form. I'm here to help ensure you're completely satisfied with your purchase.


How to Request a Return

Click the profile icon in the store's menu or via a link in the footer, then request a return.

  1. Sign in to your account:
    1. In the "Email" field, enter your email address, and then click "Continue".
    2. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
    3. Go back to the online store, and then enter a six-digit verification code.
  2. Click "Request return" for the order that you want to submit the return for.
  3. If your order has more than one item, then select the items that you want to return.
  4. Select a return reason and add a note for the store.
  5. Click "Request return".

If your return request is approved and requires shipping, then you will receive an email with shipping instructions and a return shipping label. After the product is returned, you receive a refund.