Returns & Refund Policy

At MatchMint, we're committed to ensuring your complete satisfaction with our custom cards. We understand that sometimes returns or refunds may be necessary, and we've designed our policies to be fair, transparent, and customer-focused.

Return Policy Summary

Due to the personalized nature of our custom cards, we do not accept returns for change of mind. However, we do accept returns and provide refunds in specific circumstances outlined below.

Situations Eligible for Returns/Refunds

1. Damaged Products: If your order arrives with physical damage
2. Production Errors: If there are mistakes in the printing or manufacturing of your cards
3. Incorrect Items: If you received items different from what you ordered
4. Incomplete Orders: If your order is missing items you purchased

Situations Not Eligible for Returns/Refunds

1. Change of mind or no longer wanting the product
2. Customer-provided errors in text, names, or details submitted during ordering
3. Image quality issues that were present in the original image you uploaded
4. Minor color variations between your screen display and the printed product

How to Request a Return or Refund

If your order meets our eligibility criteria for returns or refunds, please follow these steps:

1. Contact us within 7 days of receiving your order
2. Email our support team: support@matchmint.com
3. Use subject line: "Return/Refund Request - [Your Order Number]"
4. Include the following information:
   • Your complete order number
   • Clear photos showing the issue with the products
   • Detailed explanation of the problem
   • Your preferred resolution (replacement or refund)

Our Review Process

Once we receive your return/refund request:

1. Our customer service team will review your submission within 1-2 business days
2. We may request additional information or clearer photos if needed
3. You'll receive notification of our decision along with next steps
4. Approved requests will be processed promptly according to our timeframes below

Available Refund Options

Depending on your specific situation, we offer several refund options:

Full Refund

• Available for orders with significant issues affecting the entire product
• Processed to your original payment method
• Processing time: 5-10 business days (varies by payment provider)

Partial Refund

• Offered for orders with minor issues or where only some items are affected
• Refund amount determined based on the specific situation and affected items
• Processed to your original payment method

Store Credit

• 10% bonus value when choosing store credit instead of a direct refund
• No expiration date on store credit
• Can be applied to any future purchase on our website

Replacement Products

In many situations, we offer replacement items instead of refunds:

• Replacement products are produced and shipped at no additional cost
• Priority production status is applied to all replacement orders
• You may be asked to return the defective items using our prepaid shipping label

Return Shipping Information

For approved returns:

• MatchMint covers all return shipping costs for eligible returns
• We provide a prepaid return shipping label via email
• You must use our provided shipping label for the return to be processed
• Securely package returned items to prevent damage during transit

Processing Timeframes

We strive to handle all returns and refunds efficiently:

| Process Step | Timeframe | |--------------|-----------| | Initial review of requests | 1-2 business days | | Refund processing after approval | 3-5 business days | | Replacement production | 1-3 business days | | Return shipping time | Varies by location |

Special Circumstances

International Orders

For returns from outside our primary shipping region:

• You may be responsible for any customs/import fees when returning items
• International return shipping may require additional processing time
• Contact our support team for specific guidance based on your location

Large or Bulk Orders

For orders valued over $500 or containing 10+ items:

• A specialized return process may be implemented
• Our customer service team will provide detailed instructions
• Custom solutions may be available depending on order specifics

Contact Information

For any questions about our return and refund policies:

• Email: support@matchmint.com
• Subject: "Return/Refund Question"
• Response time: Within 1 business day

Customer Satisfaction Guarantee

We stand behind the quality of our products and are committed to resolving any issues with your order in a fair and timely manner. Your satisfaction is our priority, and we'll work with you to find the best solution for any legitimate concerns.

Last updated: November 2023