Refund policy


1. Overview & Eligibility

  • 30-Day Window: You have 30 days from the delivery date to request a return.

  • Condition Requirements: Items must be unworn, unwashed, unused, with original tags attached, and in their original packaging.

  • Proof of Purchase: A receipt, order confirmation email, or order number is strictly required for all returns.

  • Return Initiation: You must contact us at rotrmedia@mateel.org before sending anything back. Unauthorized returns or packages shipped back without a prior request will not be accepted.

2. Crucial Protections for Custom & Event Printing

Because tee-shirt printing often involves event-specific graphics (like Reggae on the River) or custom orders, standard return policies can leave you vulnerable. The following specific clauses have been added to protect your business:

  • Event-Specific / Limited-Edition Merchandise Exclusions: Items created specifically for an event (e.g., dated Reggae on the River lineup shirts, festival-exclusive artist prints) are final sale and cannot be returned or exchanged once the event has passed, unless they arrive damaged or defective.

  • Custom-Printed Apparel Policy: Custom orders, personalized shirts, or bespoke prints created specifically at a customer's request are non-refundable once production has begun. Please double-check sizing charts carefully before ordering.

  • Sizing Discrepancies: Because we provide clear sizing charts on every product page, we are not responsible for incorrect sizes ordered by the customer. Exchanges for a different size are accepted, but the customer is responsible for return shipping costs.

3. Damages, Defects & Wrong Items

  • Inspection Upon Arrival: Please inspect your order immediately upon delivery.

  • Reporting Window: Contact us within 7 days of delivery at rotrmedia@mateel.org with photos of the defect, damage, or incorrect item so we can make it right promptly.

  • Resolution: Approved claims for damaged or misprinted items will receive a free replacement or a full refund, including original shipping costs.

4. Exchanges & Refunds Process

  • Exchanges: To secure the correct size or item quickly, return your current item following our approval process, and place a new, separate order online for the desired item.

  • Refund Processing: Once your return is received and inspected, we will email you regarding its approval status. Approved refunds are automatically credited back to your original payment method within 12 business days, depending on your bank or credit card processor.

  • Non-Refundable Fees: Original shipping charges are non-refundable unless the return is due to our error (e.g., damaged or incorrect item).

Need Help? For any questions regarding sizing, festival pick-ups, or returns, reach out to our support team at rotrmedia@mateel.org.