Refund policy

Generally Speaking... If you're not happy with your order, we're not happy either.

Any request for a refund, a product replacement or exchange will only be accepted from the person who placed the order for which such a request is being made.

• If the order, for which such a request is being made, was placed through our site, https://matefactor.ca/, then that person will be the primary holder of the account through which the order was processed.

At your request, we will either issue a refund, or replace, or exchange your product; however, you, the customer are responsible for paying the cost of shipping if product is being replaced, or exchanged.

All refund, replacement and exchange requests will be handled on a case by case basis.

• See Sections 2.1, 5.3, 5.4, 6.1, & 6.3, in Terms of Service

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return, replacement, or exchange.

To be eligible for a return, replacement, or exchange you will need to have previously placed an order via the checkout on https://matefactor.ca/

• In the event that a purchase was manually processed, you will have to provide a receipt or other similar document as proof of purchase, and there will need to exist a record of purchase and payment in company files.

To request a return, a product exchange or replacement you can contact us at customerservice@csnp.ca.  Or, call us at (204) 237-7909

Items sent back to us without first requesting a return will not be accepted.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Unfortunately, we cannot accept returns of gift cards.

You can always contact us for any return question at customerservice@csnp.ca.