Refund policy

Eligible products

We accept returns of unopened, unused products in their original packaging within 30 days of delivery, on orders shipped within the US only. For hygiene reasons, we do not accept returns of opened or used products.

Non-returnable products

Personalized mates (one-of-a-kind, made-to-order pieces). International orders (final sale). Digital products, such as the “Tu Primer Mate” guide, once downloaded. Mates damaged by incorrect curing.

How to start a return

Message us on Instagram (@mates_florida) or email matesflorida22@gmail.com with your order number, the reason for the return, and photos of the product. If the return is approved, we'll send you the return address. Returns sent without prior approval will not be accepted. Return shipping is paid by the buyer; we recommend a tracked service, as we are not responsible for packages lost in return transit.

Refunds

We refund the product value to the original payment method within 5 business days of receiving and inspecting the item; your bank may take a few more days to post it. Original shipping costs and payment processing fees are non-refundable. If the product shows signs of use or damage after delivery, the return will not be accepted.

Exchanges and cancellations

We don't offer direct exchanges: you can return an eligible product and place a new order. You can cancel your order before it ships. Personalized mates cannot be cancelled once the design has been approved.

Damaged on arrival

Message us on Instagram (@mates_florida) or email matesflorida22@gmail.com within 48 hours of delivery, with detailed photos of the damage (dents, cracks, etc.), the full product, the box and the shipping label. We photograph every product before packaging, so we can verify its condition at the time it shipped. If it qualifies, we'll send you a label to return it and process a refund or replacement once we receive the item and inspect its condition. Damage caused by incorrect curing does not qualify.