Refund and Cancellation Policy

Effective date: July 21, 2026

Cancelling before production

Request cancellation as soon as possible by emailing info@matprint.com and identifying the quotation or invoice number. If production and paid design work have not begun, MATPRINT LP will cancel the order and refund the amount paid.

Cancelling after work begins

If artwork preparation, special material procurement, or production has begun, MATPRINT LP may deduct the reasonable costs already incurred. Once custom production has started or an approved custom product has been completed, the order is generally non-cancellable and non-refundable unless it is defective, damaged, or materially different from the approved specifications.

Artwork approval and customer changes

Customers must review proofs carefully. A product manufactured in accordance with an approved proof is not refundable because of a spelling, artwork, color, orientation, or sizing choice that appeared in the approved proof, except where mandatory law provides otherwise.

Incorrect, damaged, or defective products

Inspect the shipment promptly. Contact us within 7 calendar days of delivery if the product arrived damaged, is materially defective, or does not match the confirmed order. Include the order or invoice number, a description of the issue, photographs of the product and packaging, and any carrier damage report available.

After review, MATPRINT LP may repair the product, replace it, reproduce it, provide an appropriate partial refund, or issue a full refund, depending on the circumstances and applicable legal rights. Do not dispose of or return a product until return instructions are provided.

Approved refunds

Approved refunds are issued to the original payment method whenever possible. MATPRINT LP normally initiates an approved refund within 5-10 business days. The bank, card issuer, PayPal, Wise, or other payment provider may require additional time to post the credit.

Shipping charges

Original and return shipping charges are refundable when the return results from a confirmed MATPRINT LP error, qualifying defect, or other legal requirement. They are otherwise non-refundable unless agreed in writing.