Refund & Returns Policy – MattchPatch
At MattchPatch, we want you to be happy with your purchase. As a small independent UK business, many of our products are printed or manufactured individually to order.
Our returns policy is designed to be fair and straightforward while respecting your statutory consumer rights.
Returns & Cancellation Rights
Under the Consumer Contracts Regulations 2013, customers purchasing eligible products online normally have the right to cancel within 14 days of receiving their goods.
- Notify us within 14 days of receiving your order.
- Return the goods within a further 14 days.
- Items should be unworn and unused, apart from reasonable inspection or trying on.
We may make a lawful deduction for diminished value caused by handling beyond what is necessary to inspect the goods.
Printed-to-Order Products
Many MattchPatch products are printed individually after an order is placed. Standard catalogue products remain eligible for statutory cancellation rights even when printed to order.
We encourage customers to check sizing guides, colours and product details carefully before ordering.
Custom & Personalised Products
Products made to your individual specifications or clearly personalised are generally exempt from change-of-mind cancellation rights.
Examples include:
- Garments personalised with names or individual details.
- Bespoke patches manufactured using customer-supplied artwork.
- Custom merchandise produced to an individual’s specifications.
This does not affect your statutory rights where goods are faulty, damaged, misdescribed or incorrectly supplied.
Exchanges
As our products are predominantly printed to order, we do not offer automatic exchanges for incorrect sizes, colours or changes of preference.
For eligible products, customers may cancel and return their order in accordance with their statutory rights, then place a new order.
Refunds
For valid statutory cancellations, we will refund the eligible product price and any original standard delivery charge paid, where applicable.
Refunds will be issued to the original payment method within 14 days of receiving the returned goods or evidence that they have been sent back, whichever is earlier.
Lawful deductions may apply where goods have diminished in value due to excessive handling.
Return Postage & Shipping Costs
Customers are responsible for return postage costs for change-of-mind cancellations, where notified before purchase.
We recommend using a tracked postal service and retaining proof of postage.
Original standard delivery charges will be refunded where required by law. Additional premium delivery charges are not refundable beyond the standard delivery cost.
We do not retrospectively deduct shipping charges from refunds simply because a partial return reduces the retained order value below our free-shipping threshold.
Where goods are faulty or incorrectly supplied, we will cover reasonable return costs where legally required.
Faulty, Damaged or Incorrect Items
If your order arrives faulty, damaged or incorrect, please contact us as soon as reasonably possible, ideally with photographs and your order number.
Your rights under the Consumer Rights Act 2015 remain unaffected, including applicable rights to repair, replacement or refund.
There is no 48-hour deadline for reporting faulty goods.
Christmas & Gift Purchases
Our standard returns policy applies throughout the year, including Christmas.
We do not offer an extended Christmas returns period. Buying an item as a gift does not automatically extend the statutory cancellation period.
How to Request a Return
Email team@mattchpatch.co.uk with your order number and details of your return or cancellation.
For eligible statutory cancellations, you may notify us using any clear statement. You do not need to provide a reason.
Alternatively, you can use the following optional cancellation form:
To: MattchPatch, team@mattchpatch.co.uk
I hereby give notice that I cancel my contract for the sale of the following goods:
Goods ordered: ____________________
Order number: ____________________
Ordered on / received on: ____________________
Customer name: ____________________
Customer address: ____________________
Date: ____________________
Returns address:
MattchPatch
6 Admirals Close
King’s Lynn
Norfolk
PE30 4GN
Your Statutory Rights
Nothing in this policy excludes, restricts or affects your statutory rights under applicable UK consumer protection legislation.
