Returns & Complaints
What to do if you are not satisfied with the result
Escrow payment protection
For printers that support online payment, your money is protected by our escrow system. The printer receives payment only after you confirm delivery. Until you confirm, the funds remain with us.
Steps if you are not satisfied
- Contact the printer via the internal chat and describe the issue.
- If you cannot reach an agreement, open a dispute directly in the system (button in the conversation).
- An admin will review the situation and decide on a refund or other resolution.
- For a valid complaint we will arrange a refund to your account.
Damage during delivery
If the package arrives damaged, photograph the contents immediately upon receipt and contact us at info@matplace.com. Attach the photos and your order number — we will resolve the complaint within 5 business days.
Order cancellation
You can request a cancellation directly in the conversation with the printer, as long as the shipment has not been sent. If the printer has not yet started work, the payment will be refunded in full. If production is underway, a refund depends on the production status and agreement with the printer.
Refund timeline: 5–10 business days from cancellation approval.
Complaints contact
We respond within 2 business days.
