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Return & Refund Policy

At Mates (Soulmate Sweets Company), we stand behind every product we ship. If something isn't right, we'll make it right.

Eligibility

You may request a return or refund within 48 hours of delivery if any of the following applies:

  • The product arrived damaged, defective, or melted in transit.
  • You received the wrong item.
  • The product is sealed in its original packaging, unopened, and properly stored.

Because our products are food items, we cannot accept returns of opened, partially consumed, or improperly stored products for general dissatisfaction.

How to request a return

Contact our customer service team within 48 hours of delivery:

Return shipping

  • Mates covers return shipping if the product is defective, damaged, melted on arrival, or shipped in error.
  • Customer covers return shipping for any other approved return.

Refunds

Once your return is received and inspected (typically within 2 business days), we will notify you of approval or rejection. Approved refunds are processed within 5–10 business days back to the original payment method. Bank processing times may add a few additional days.

Exchanges

If you'd prefer a replacement instead of a refund, let us know when you contact customer service. Exchanges are subject to product availability.

Non-returnable items

  • Products opened, partially consumed, or stored outside recommended conditions
  • Custom or personalized gift boxes
  • Sale items marked "Final Sale" at checkout

Damaged on arrival

If your order arrives damaged, photograph the package and product within 24 hours and contact us. We'll send a replacement or full refund — no return needed.

Contact

Soulmate Sweets Company
marketing@mateskwt.com
mateskwt.com