Refund policy

Each product ordered from this website is made especially for you. For this reason, we do not accept exchanges or returns for change of mind.

Damaged or Faulty Items

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or if you receive the wrong item.

If your item arrives faulty or damaged, please email us at hello@old-mate.xyz with your order number and clear photos of the issue. We will assess the problem and arrange a replacement or refund where appropriate.

EU Right of Withdrawal (Cooling-Off Period)

Under EU consumer law, customers generally have the right to withdraw from a purchase within 14 days.

However, this right does not apply to goods that are made to order or clearly personalised (Article 16(c) of Directive 2011/83/EU).

All old mate products are produced on demand specifically for each customer. As such, the 14-day right of withdrawal does not apply, unless the item is faulty, damaged, or incorrect.

Refunds

If a refund is approved due to a fault or error on our part, it will be issued to the original payment method within 10 business days of approval. Please note that processing times may vary depending on your bank or payment provider.

If you have not received your refund after 15 business days from approval, please contact us at hello@old-mate.xyz.