Refund policy

1. Considerable care is taken in the dispatch and packaging of all items to our customers.  In the unlikely of faults, defects or damage to Items or if you receive an incorrect Item please notify us at customerservice@mymatemark.com

2. Where we are notified of an incorrect or defective Item, we shall collect the Item or ask you to return the Item to us at our expense.  We shall (acting reasonably) examine the Item and confirm whether it is incorrect or defective.   Thereafter, we shall at our option replace the item or provide you with a refund.

3. Where you are contracting with us as a consumer and are based within the European Union, you can choose to cancel the Contract at any time within seven working days, beginning on the day after you receive the Items ordered.  Where doing so, you must cancel the Contract and return the relevant Item to us in accordance with paragraph 4 below.  In such cases, you will receive a full refund of the price paid for the Items being returned less (i) the cost of sending the Item to you and (ii) any credit or debit card fees payable in respect of your order.  This protection does not extend to those purchasing goods on behalf of a business.

4. To cancel a Contract under paragraph 3 above, and subject always to paragraph 5 below, you must inform us in writing at MyMateMark Limited, Halbeath Interchange Business Park, Kingseat Road, Halbeath, Dunfermline, KY11 8RY or via email to customerservice@mymatemark.com  Where we receive written confirmation that you wish to cancel the order before dispatch of the Item to you we will refund your payment (less any credit or debit card fees payable in respect of your order) and will not dispatch the Item.  Where you have received the Item and/or it has already been dispatched to you at the time we receive written confirmation that you wish to cancel the order, you must return the Item(s) to us immediately at MyMateMark Limited, Halbeath Interchange Business Park, Kingseat Road, Halbeath, Dunfermline, KY11 8RY.  All Items returned to us must be in the same condition in which they were dispatched to you, and at your own cost and risk.  Whilst Items are within your possession you are obliged to take reasonable care of them and we reserve the right to seek compensation from you for any failure to do so.

5. You will not have any right to cancel the Contract in relation to Items which (i) you have open or unsealed the internal packaging of the Item, (ii) you have used or (iii) has been personalised for you or made to your specification.

6. Where an Item is being returned please include the name of the person who ordered the Item, the delivery address and order number in the return packaging.  The return address for all Items is MyMateMark.com, Unit 8, 6 Munro Road, Springkerse Industrial Estate, Stirling, FK7 7UU.

7. If you would like further information in respect of your rights as a consumer, please contact your local citizens advice bureau or trading standards office. 

8. Where you return an Item to us because you have cancelled the Contract between us within the seven-day cooling-off period and otherwise as detailed above, we will process the refund due to you as soon as reasonably practicable and, in any case, within 30 days of the date on which you gave written notice of your cancellation as set out above. In such circumstances, we will refund the price of the Item less (i) the cost of sending the Item to you and (ii) any credit or debit card fees payable in respect of your order.  For the avoidance of any doubt, you will be responsible for the cost of returning the Item to us. 

9. Where you return an Item to us because you claim that it is incorrect, damaged, defective or faulty, we will examine the returned Item and (where we decide to provide you with a refund rather than a replacement as set out above) we will notify you of such refund via e-mail within a reasonable period of time. We shall process the refund due to you as soon as reasonably possible and, in any case, within 30 days of the date on which we confirmed to you via e-mail that you were entitled to a refund for the Item. 

10. All refunds shall be by way of using the same method originally used by you to pay for the Item.