Refund and Return Policy

Cancellation Policy

We understand that circumstances may arise where you need to cancel your order. If you find yourself in such a situation, please reach out to us within 3 hours of placing your order. Due to the personalized nature of our products, we may not be able to accommodate cancellation requests beyond this timeframe.

Product Assessment and Issue Resolution

At Mateefy, we prioritize your satisfaction. We encourage you to inspect your order upon delivery. Should you discover any defects, or damages, or receive incorrect items, please notify us within a 30-day window from the date of delivery. This allows us to promptly assess the situation and provide a satisfactory resolution.

Please note that we may not be able to address issues raised outside of this 30-day period.

Refund Policy

Our commitment to exceptional service extends to ensuring you receive products of the highest quality. In the unlikely event that you receive a damaged or faulty item, we offer a full refund or replacement according to your preference.

Refunds will be processed promptly via the original payment method. However, the duration for the refund to reflect in your account may vary depending on your bank or credit card company’s policies. We appreciate your patience during this period.

Procedure for Refund/Issue Resolution Requests

  1. Report the Issue: If you encounter any issues such as defects, damages, or receipt of incorrect items, inform us within 30 days of receiving the order. You can do this by sending an email to [email protected], detailing the problem and including relevant details such as your order number (#ABC12345).

  2. Share Evidence: Please provide clear photos or videos of the product highlighting the issue in your email. This assists us in better understanding the problem.

  3. Wait for Confirmation: Upon receiving your email, our team will review the issue and respond within 48 hours. Further instructions regarding the return or refund process will be provided.

  4. Refund Processing: If a refund is approved, it will be processed, and a credit will automatically be applied to your original payment method. Please note that the time it takes for a refund to post to your account depends on your bank.

Our team is available to assist you throughout the process. If you have any queries or require assistance at any step, please feel free to reach out to us.


At Mateefy, each item is personalized specifically for you. Therefore, we do not accept returns or exchanges. We encourage our customers to carefully review item descriptions, measurements, and dimensions before making a purchase.

If you have any uncertainties regarding sizing or any other product attributes, please don’t hesitate to contact us. We’re here to help you make an informed decision.

Contact Details:

Business Name: Mateefy
Business Address: Address: 128 City Road, London EC1V 2NX
United Kingdom.
Email: [email protected]
Office Phone: +44 116 393 0373
Customer Service Phone: +1 415 580 1587 (Text Only)
Working Hours: Monday – Friday: 9 AM–6 PM GMT
Saturday – Sunday: Closed (Production)
(We are Available Via Email
During the Weekend.)