Cancellation, Replacement & Refund Policy

At SupplyMate, every product is made to order and customised specifically for you. Because of this, our cancellation, replacement, and refund terms are time-sensitive. Please read this policy carefully before placing your order.

1. Order Cancellation

• Orders can be cancelled only within 1 hour of being placed.

• To cancel, email us at support@mysupplymate.com with your order number mentioned in the subject line.

• Once an order has been dispatched, it cannot be cancelled.

Please note: Orders for personalised products cannot be cancelled or refunded once the order is placed.

2. Replacement Policy

Unboxing video is mandatory. Please record a continuous unboxing video, starting from the sealed courier package through to the full product being revealed. Without this video, no complaint will be entertained under any circumstances.

• Products are eligible for replacement only if they are received in a damaged or defective condition.

• Any damage or defect must be reported to our team within 2 hours of receiving the package.

• A brand-new replacement will be shipped to you; shipping charges for the replacement are payable extra.

• The original product tags and packaging must be intact at the time of reverse pickup.

Our team takes the utmost care with the quality and safe packaging of every product. However, fragile items may occasionally be damaged in transit. In such cases, please contact us within 2 hours of delivery.

3. Returns

As all our products are personalised and made to order, returns are not applicable on any order.

4. Refund Policy

Since every order is personalised and customised specifically for you, refunds cannot be issued once an order has been processed and customisation has begun.

We strive to ensure the highest quality and accuracy in every personalised product. If you encounter a defect or an error on our part, please contact our customer service team within 2 hours of receiving your product. We will review your case and provide a suitable resolution, which may include a replacement or correction of the product.

Refunds will not be issued for:

• Changes in personal preference after the order is placed.

• Incorrect information or customisation details provided by the customer.

5. Need Help Before Ordering?

If you have any questions about a product you wish to order, feel free to reach out — we would be happy to share real-time product photos and videos via WhatsApp, email, or any other channel of your choice.