Refund policy

Returns and Refunds Policy

At Mates Western Co, we are committed to providing our customers with high-quality products and excellent service. We understand that sometimes things don’t go as expected, and we want to ensure that your shopping experience with us remains positive.

1. Returns

We accept returns for most products within 2 days from the date of purchase. To be eligible for a return, your item must:

  • Be in its original condition and packaging.
  • Be unused and unworn (unless defective).
  • Have proof of purchase (receipt or order number).

Exclusions:

  • Personalized or custom items are not eligible for return unless they arrive damaged or defective.
  • Sale or clearance items are final sale and cannot be returned.

2. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 7-10 business days and automatically applied to your original payment method.

Please note that it may take additional time for the refund to appear in your account, depending on your bank or payment provider.

Refunds will not be issued for:

  • Items returned outside of the 2-day return window.
  • Items that show signs of wear, damage, or misuse.
  • Items returned without proof of purchase.

3. Exchanges

If you would like to exchange an item for a different size, colour, or product, please contact us within 30 days of purchase. We will help facilitate the exchange process, subject to product availability.

4. Shipping Costs

  • Return Shipping: Customers are responsible for the cost of return shipping unless the product is defective or damaged upon arrival.
  • Original Shipping Fees: Original shipping costs are non-refundable.

5. How to Return an Item

To return an item, please follow these steps:

  1. Contact Us: Reach out to our customer service team at mateswesternco@gmail.com with your order number and the reason for the return.
  2. Pack Your Return: Carefully package the item(s) you wish to return, including the original receipt or order confirmation.
  3. Ship It Back: Send the item(s) to our return address provided by our customer service team. We recommend using a trackable shipping service.

6. Damaged or Defective Items

If you received a damaged or defective item, please contact us immediately with photos of the damage or defect. We will either send you a replacement or issue a full refund, depending on your preference and stock availability.

7. Contact Us

If you have any questions or need assistance with returns or refunds, feel free to contact us at:

Email: mateswesternco@gmail.com

Thank you for shopping with Mates Western Co. We appreciate your business and are here to ensure you are satisfied with every purchase.