Returns & Refund policy

All of our products are made to order, just for you. We want you to be happy with your purchase and aim to resolve any issues fairly and promptly.

Damaged, Faulty or Incorrect Items

Please inspect your order upon delivery and contact us as soon as possible if your item is defective, damaged or incorrect.

Email hello@old-mate.xyz with your order number, a description of the issue and, where possible, clear photographs.

We will assess the issue and arrange an appropriate remedy in accordance with applicable consumer protection laws. This may include a repair, replacement, price reduction or refund.

Your statutory rights are not affected by our made-to-order production process.

Exchanges

As our products are made to order, we do not offer voluntary exchanges for different sizes, colours, designs or change of mind.

This does not affect your statutory consumer rights, including your rights regarding faulty, damaged or incorrectly supplied products.

EU Right of Withdrawal (Cooling-Off Period)

Under EU consumer law, eligible customers generally have the right to withdraw from an online purchase within 14 days of receiving their order, without providing a reason.

Although Old Mate products are made to order, standard designs remain eligible for withdrawal in accordance with applicable consumer protection laws.

Exceptions

Products that are clearly personalised or manufactured to an individual customer’s specifications may be excluded from the right of withdrawal under Article 16(c) of Directive 2011/83/EU.

Standard Old Mate designs are not automatically exempt simply because they are produced after an order is placed.

How to Request a Return

To exercise your right of withdrawal, please notify us at hello@old-mate.xyz within 14 days of receiving your order.

Your notification should clearly state your decision to withdraw. Please include your order number to help us identify your purchase.

You must return the goods within 14 days of notifying us of your withdrawal.

We will provide the appropriate return address and instructions.

Customers are responsible for the direct cost of returning goods under the statutory withdrawal right, provided this has been communicated before purchase.

If an item is faulty, damaged or incorrect, your statutory rights regarding return costs remain unaffected.

Refunds

Refunds Following Withdrawal

For eligible withdrawals, we will refund the price paid for the returned products and the applicable standard outbound delivery charges.

If you selected a more expensive delivery option, we are not required to refund the additional cost above our least expensive standard delivery option.

Refunds will be issued using the original payment method unless you expressly agree otherwise. No refund fees will be charged.

We will process reimbursement within 14 days of receiving your withdrawal notification. We may withhold reimbursement until we receive the returned goods or evidence that they have been sent back, whichever occurs first.

Customers may be responsible for any reduction in the value of returned goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

Refunds for Faulty, Damaged or Incorrect Items

Where a refund is the appropriate remedy for a faulty, damaged or incorrectly supplied product, it will be processed in accordance with applicable consumer protection laws.

Once a refund has been issued, the time taken for the funds to appear in your account may vary depending on your bank or payment provider.

If you have not received an approved refund after 15 business days, please contact hello@old-mate.xyz.

Contact Us

For questions about returns, refunds or your statutory consumer rights, please email: hello@old-mate.xyz

We aim to respond to all enquiries as promptly as possible.