Return Policy

Return Policy

General Terms
All products sold by Maté Factor are brand new and are manufactured to meet the highest industry standards. All prices and specifications are subject to change without notice. Products are shipped and become the sole property of the purchaser upon delivery to the specified shipping agent. For shipping damage, customers should file claim to their carrier immediately. Any discrepancy, including wrong items or missing items, should be reported to Maté Factor within 24 hours. All packages will be shipped the following business day, or as expediently as possible if circumstances prevent otherwise. Because of the nature of the Internet, online ordering your purchase from Maté Factor acknowledges that you have read and agree to these terms and conditions.

All brands and product names mentioned are trademarks and/or registered trademarks of their respective holders.

Maté Factor Return Merchandise Authorization (RMA) Policy

All order changes or cancellations should be reported prior to shipping and by phone at 1-888-255-8320. Email is not accepted.
      * Brand name items may be returned for a replacement or a complete refund.
      * All returned items may be subject to quality standards by the Maté Factor facility. Upon the results, non-defective items may be subject to a 15% restocking fee.
      * Maté Factor reserves the right to replace defective parts or to issue a refund if Maté Factor sees more fit.
      * There will be no refund for shipping under any circumstances.
     
All returns require prior authorization and must be returned in the original packing with a copy of original purchase invoice. To request a Return Merchandise Authorization, call (1-888-255-8320), obtain an RMA number, and clearly write the number on both the invoice copy enclosed with the returned merchandise and on the packing from outside. Please keep the RMA number and reference it when calling to check on the status of your return. All calls requesting RMA should be in the time designed for them (10:00 AM to 4:00 PM Monday through Friday, excluding religious holidays). Incomplete or unauthorized returns will be refused and will be returned to you. Once you have an RMA, ship the product back to us.

Make sure you fill out the back of your invoice (this is your receipt) and sign it. You'll need to cover the cost of shipping, unless given alternative instruction from an authorized Returns Representative. Please use a shipping company that can track packages. We are not responsible for lost or stolen merchandise. When your return has been received and processed, we will credit your account or ship you a new copy of your product. Any items marked "Back-ordered" are temporarily out of stock. We will ship them to you immediately when they are available.

Limits and Exclusions
There are no expressed or implied warranties except as listed above. Maté Factor will not be liable for special, incidental, consequential or punitive damages, including, without limitation, direct or indirect damages for profits or revenue, loss of use from this product or any associated equipment, downtime cost, or any other losses, or claims of any party dealing with buyers from such damages, resulting from the use of or inability to use this product or arising from breach of warranty or contract, negligence, or any other legal theory. All expressed and implied warranties, including the warranties of merchant-ability and fitness for a particular purpose, are limited to the applicable warranty period set forth above.

Provincial Law Rights
Some provincial laws do not allow the exclusion or limitation of incidental or consequential damages, or limitations on how long an implied warranty lasts, or the exclusion of warranty in certain situations, so the above limitations or exclusions may not apply to you. This warranty gives you specific legal rights, and you may have other rights, which vary, from province to province.

Back-order Policy
If you order an out-of-stock product from us, we will email you when we expect that product to be available. You will be among the first to receive the item. Maté Factor will not charge your credit card for back-ordered items until we ship your order. No additional shipping and handling charges will be added when your order ships. Products on back-order will be shipped using the shipping method you chose. If you would like to change your shipping method, please send email to  or call us and we will change it for you.