Please Note:
Your order is produced and shipped by our trusted partner, Gelato. The following policy is based on their terms to ensure a smooth resolution process for any issues.
Quality Guarantee
We stand behind the quality of our products. If your order arrives with a production-related defect (e.g., misprints, material flaws, or damage from production/packaging), we guarantee a free reprint or a full refund.
What is covered:
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Major color discrepancies (not minor variations due to monitor calibration).
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Damage incurred during production or packaging (e.g., severe scratches, dents, or broken items).
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Manufacturing defects (e.g., faulty binding on a photo book).
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Receiving the wrong product variant (e.g., wrong size or material).
What is not covered:
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Design-related choices: Errors in files you provided, including spelling mistakes, low-resolution images, or color differences due to your monitor’s calibration.
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Minor imperfections: Such as slight paper textures or inherent material characteristics.
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Damage caused after delivery.
The Return Process for Defective Items
Important: Please do not return the physical item unless specifically requested.
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Contact Us: Email us at info@materiota.com within 14 days of receiving your order. Include your order number and clear photos or a video of the issue.
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We Handle the Rest: We will forward your claim to Gelato for review. If the defect is confirmed, they will typically approve a free reprint immediately. In most cases, you do not need to ship the original item back.
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Resolution: Once approved, a new replacement item will be produced and shipped to you at no cost. Alternatively, you may request a refund.
Returns for Non-Defective Items (Right of Withdrawal)
Due to the personalized nature of our products (featuring your own photos, text, and designs), all items are considered “custom-made” and are therefore exempt from the standard right of withdrawal and returns under EU law and similar regulations.
Therefore, we cannot accept returns or issue refunds for orders based on a simple change of mind or if you are unsatisfied with your own design choices. Please review your design carefully using the preview function before completing your purchase.
For full details, please refer to Gelato’s Terms and Conditions:
Our Role: We act as your point of contact to facilitate a resolution with Gelato. The production and quality guarantee are managed by Gelato, ensuring you receive the high-quality standard they provide globally.