Refund & Return Policy

1. POLICY FOR DEFECTIVE OR DAMAGED EMBROIDERED HOODIES

1.1 REPORTING TIMEFRAME
If you receive a defective or damaged embroidered hoodie, you must report the issue within 30 days of the delivery date to be eligible for a replacement or refund. Claims made after 30 days will not be processed.

1.2 ELIGIBILITY FOR RETURN OR FULL REFUND
All our embroidered hoodies are custom-made for you. Returns and full refunds will only be granted under the following circumstances:

• The product is significantly different from its description or preview shown at the time of purchase.
• The product was damaged during our manufacturing process or shipping.
• You received the wrong product.

1.3 CLAIM PROCESS
To initiate a claim, please email us at service@mymatchhoodie.com with the following details:

• Your order number.
• Photos or videos clearly showing the defect or damage.
• For printing errors: Attach detailed photos of the issue.
• For sizing issues: Include photos with a measuring tape or ruler for reference.
• For missing items: Provide images of the received items and the shipping label.

Our support team will review your claim and provide a resolution. Eligible claims will receive a free replacement, or if a replacement is not possible, a full refund including shipping fees.

1.4 POLICY EXCEPTIONS
We cannot offer refunds or replacements for issues caused by customer errors, including:

• Incorrect size, design, or color selection.
• Orders lost due to an incorrect shipping address provided by the customer.
• If you notice any mistakes after placing the order, please contact us within 24 hours. Since our products are custom-made, we will not be able to make any changes once production has been completed.
• If the customer is unable to provide sufficient proof for the claim, such as order number, purchase proof, or photos of damaged items, they may not be eligible for a refund.

2. HANDLING LOST OR MISSING ORDERS

If you have not received your order within 30 days of the expected delivery date, please contact us at service@mymatchhoodie.com. We will investigate the issue, and if the loss is due to our error, we will provide either a replacement or a full refund.

Note: We are not responsible for undelivered packages due to:

• Incorrect shipping addresses provided by the customer.
• Package refusal or forwarding by the recipient.

3. REPLACEMENTS AND REFUNDS

Due to the personalized nature of our embroidered hoodies, we accept returns for defective products only. We do not accept exchanges for any other reason. For items that cannot be returned, you may choose to donate, keep, or dispose of them at your discretion. If your embroidered hoodie is defective or damaged, we can arrange for a free replacement to be sent, or offer a full refund.

For approved refunds:

• Refunds will be processed immediately after approval.
• The refunded amount will appear in your account within 5-10 business days, depending on your bank’s processing time.
• We do not accept refunds for products that are not defective or damaged. If you received the correct product as per your order and it meets the product description, we cannot issue a refund.

International Orders: For international customers, please note that refund processing times may vary depending on the country’s bank processing times.

ADDITIONAL NOTES
Our team is here to assist you throughout the process. Please provide all necessary documentation when submitting a claim to avoid delays.
Refunds and replacements are processed on a case-by-case basis to ensure fairness and transparency.
If you have any questions or concerns regarding our refund policy, please contact us at service@mymatchhoodie.com. Your satisfaction is our top priority, and we’re here to make things right!