Refund policy
Every product sold by The MatchKit is made on demand and printed specifically for you at the time of your order. Because our products are individually produced, our return policy differs from standard retail. Please read this policy carefully before placing your order.
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Quick summary ✔ We replace or refund defective, damaged, or incorrect items. ✔ We replace orders lost in transit. ✔ We do not accept returns for change of mind or incorrect size ordered. ✔ All claims must be submitted within 30 days of receiving your order. ✔ Contact us at hello@thematchkit.com with your order number and photos. |
1. Our Quality Guarantee
We want you to be completely satisfied with your order. If you receive a product that does not meet our quality standards, please contact us within 30 days of receiving your item and we will do everything we can to make it right.
Qualifying quality issues include:
• Print defects (fading, smearing, misalignment, incomplete printing)
• Damage to the product upon delivery
• Wrong item or wrong design received
• Incorrect quantity delivered
Where a quality issue is validated by our team, we will send a complimentary replacement order as our first resolution. If a replacement is not feasible, or your order is time-sensitive and a replacement cannot arrive in time, we will issue a full refund to your original payment method.
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Important note on colour variations Our products are produced using digital print-on-demand technology. Minor colour variations may occur between what you see on screen and the finished garment due to differences in monitor calibration, ink chemistry, fabric type, and machine settings. Colour variations within acceptable tolerance are not covered under our quality guarantee. We recommend reviewing product images and descriptions carefully before purchasing. |
2. Defective, Damaged, or Incorrect Items
If you receive an item that is defective, damaged in transit, or does not match your order, you are entitled to a replacement or full refund at no cost to you. This covers:
• Damage to the delivered product caused during production or shipping
• Print quality that does not meet a reasonable standard
• Wrong product, wrong size, or wrong design delivered
• Missing items from a multi-item order
To submit a claim, please email hello@thematchkit.com within 30 days of receiving your order with the following:
• Your order number
• A clear description of the issue
• Photographs of the defective or damaged item
We will review your claim and respond within 2 business days with a resolution.
3. Lost Orders
If your order has not arrived and tracking shows no movement for an extended period, or tracking indicates the parcel is lost in transit, please contact us within 30 days of the estimated delivery date.
We will lodge a claim with our fulfilment partner and arrange for a replacement order to be dispatched to you at no additional cost. Please allow up to 5 business days for us to investigate and confirm the claim before a replacement is sent.
4. Orders Returned to Sender
Orders may be returned to sender for the following reasons. Please note that The MatchKit does not maintain a physical warehouse — returned items are disposed of by our fulfilment partner. In all cases below, a new order must be placed and you will be responsible for the cost of the new shipment. Where applicable, the product cost of the new order may be waived.
Wrong or insufficient address: If the delivery address provided at checkout is incomplete or unrecognised by the courier, the order will be returned and disposed of. Please double-check your address carefully before placing your order.
Rejected by recipient: If the recipient refuses the delivery at the door, the parcel will be returned and disposed of. The MatchKit is not responsible for refusals by the intended recipient.
Unclaimed parcel: If the parcel cannot be delivered and your local post office or carrier holds it for collection, and it goes unclaimed, the parcel will be returned and disposed of. Please monitor your tracking number and collect any held parcels promptly.
For returned-to-sender cases, please contact us at hello@thematchkit.com and we will work with you to arrange a new shipment. In most cases, you will only be charged for the new shipping cost.
5. Items We Cannot Accept Returns For
Because all products are made on demand specifically for each order, we are unable to accept returns in the following circumstances:
• Change of mind after placing an order
• Incorrect size selected at checkout — please consult our size guide before ordering
• Items that have been worn, washed, or used
• Items without original tags or packaging if returned
• Orders where the return request is made more than 30 days after delivery
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No return address The MatchKit does not accept physical returns. Please do not send items back to us without prior written confirmation from our team, as returned parcels will not be processed and cannot be returned to you. |
6. Size Exchanges
As all products are made to order, we are unable to offer size exchanges. We strongly recommend consulting our size guide before placing your order. Bella + Canvas 3001 garments tend to run slightly small — if you are between sizes, we recommend sizing up.
If you received the wrong size due to a fulfilment error on our part, this is covered under Section 2 (Defective or Incorrect Items) and we will send the correct size at no cost to you.
7. Refunds
Where a refund is approved, we will notify you by email and process the refund to your original payment method. Please allow up to 10 business days for the refund to appear, depending on your bank or card issuer.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at hello@thematchkit.com and we will investigate immediately.
Refunds will not be issued for the original shipping cost unless the entire order was incorrect or defective.
8. European Union — Custom and Personalised Goods
Under European Union consumer law, customers ordinarily have the right to cancel an order within 14 days of receipt without providing a reason. However, this right does not apply to goods that are made to the consumer’s specifications or clearly personalised.
All products sold by The MatchKit are produced on demand and made specifically for each individual order. As a result, our products fall under the exemption for personalised goods and the standard 14-day EU cooling-off period does not apply.
This does not affect your rights in respect of defective, damaged, or incorrect items, which remain fully covered under Section 2 of this policy regardless of your location.
9. Contact Us
For any return, refund, or order query, please contact our team:
Email: hello@thematchkit.com
Website: thematchkit.com
Response time: Within 2 business days
Please include your order number and, where relevant, photographs of the issue in all correspondence. This helps us resolve your query as quickly as possible.