Refund policy

"Take good care of your customers and they will take good care of you."

Returns

We love what we do and we want you to love it too. If you'd like to return your pieces for any reason, please notify us within 21 days and we will work with you to set up a return or an exchange.

Returned items will require an RMA number, which we will provide in our email conversation. Due to the nature of our work, some pieces aren't eligible for return/exchange:

  • One-of-a-kind works
  • Customized pieces
  • Items delivered outside of the US
  • Items that have been installed or are no longer in resalable condition
  • Shipping charges or rush-order surcharges
  • Bulk orders of 8 or more items, including orders placed sequentially

Return shipping is the responsibility of the client. Once we receive your order we will process a full refund, minus a 10% restocking fee.

Damaged Goods

In the extremely unlikely event of your item arriving damaged please contact us within 48 hours and we will work towards a fast and free resolution.  Please send photos of the damage, including the box and packaging.  Please do not discard the box or any packaging.

Due to strict processing timelines of our shipping insurance, damage claims submitted late will be denied.

Cancellations

Orders may be changed or cancelled within 48 hours of processing payment. Please email studio@mattalfordstudio.com and include your order number for us to assist.

After 48 hours, orders go into our production stream and are no longer able to be cancelled or altered. In this case, please refer to our return policy.

Warrantee

We take pride in our craftsmanship and back all of our products with a one-year warranty against manufacturer defects. If you notice an issue, let us know right away. We’re here to make it right.

All warranty repairs are handled by our Los Angeles studio. This warranty does not cover damage caused by improper installation, misuse, accidents, or modifications made outside our studio.

To start a warranty claim, just email us at studio@mattalfordstudio.com with your order details and a description of the issue.