Refund policy

📄 Return & Refund Policy – Matro's Travel

Thank you for shopping with Letters From Matro.
Because our products consist of personalized letters, digital content, and subscription-based deliveries, our return and refund rules are slightly different from standard physical goods.
Please read the policy carefully before making a purchase.

1. No Returns on Letters or Subscription Deliveries

All our letters (monthly, prepaid, digital, or physical) are non-returnable and non-refundable once the order has been processed.

  1. Letters are custom-created and mailed specifically for each customer.
  2. Due to the nature of mailed content, once shipped, it cannot be returned.

2. Refunds for One-Time Purchases

  1. One-time purchases cannot be refunded once the letter has been prepared or shipped.
  2. If you need to make a change immediately after placing an order, email us as soon as possible: matrostravel@gmail.com.
    We will do our best, but changes are not guaranteed.

3. Monthly Subscription Refunds

  1. Monthly subscriptions are non-refundable once the payment is processed for that month.
  2. If you cancel, the cancellation will apply to the next billing cycle.
  3. You will continue to receive any remaining letters from the paid month.

4. Prepaid Subscription Plans (3-Month, 6-Month, 12-Month)

Prepaid subscriptions are charged upfront at a discounted rate.

  1. These plans cannot be refunded after purchase.
  2. Customers will still receive all remaining monthly letters until the prepaid plan ends.
  3. At renewal, you may cancel before the renewal date to avoid future charges.

5. Wrong Mailing Address Entered by Customer

If the customer provides an incorrect or incomplete address:

  1. We cannot offer refunds for letters lost due to incorrect address details.
  2. Please update your address as soon as possible through your account or contact us.

6. Damaged or Missing Letters

If a letter arrives damaged or does not arrive after the normal shipping window:

  • Please contact us within 30 days of the expected delivery date.
  • We may offer a replacement letter, free of charge.
  • Refunds are not provided for shipping delays caused by postal services.

7. Digital Products

Digital letters or digital versions of subscription content:

  • Non-refundable once delivered to your email.
  • If you did not receive the digital file, contact us and we will resend it.

8. How to Contact Us for Refund or Issues

For all refund-related questions, replacement requests, or subscription changes, contact us at:

📧 matrostravel@gmail.com