Refund policy

MTB Design Cove Return & Refund Policy

 

We want you to be delighted with your order, and we work hard to make sure every item is ready for its big debut in your world. Each product is inspected before it leaves the Cove—but as any archivist knows, gremlins have a knack for slipping past even the best wards. If something arrives damaged or defective, please reach out to us directly at orders@mtbdesignco.shop within 7 days of delivery so we can make it right.

 

We will happily accept returns or exchanges for:

 

• Items received damaged or defective (photos required so we can track down the gremlin responsible).
• Items that simply don’t meet your expectations for any reason—please contact us first so we can resolve it together.

Important: All issues must be reported to orders@mtbdesignco.shop. That’s the only channel where resolutions are handled—carrier pigeons, smoke signals, and angry social media comments won’t count as formal notice.

We cannot accept returns or issue refunds for:

• T-shirts or apparel marked as limited supply —these are made to order and cannot be refunded or exchanged unless defective on arrival.
• Drinkware damaged from improper care —if you put your tumbler in the dishwasher after we explicitly said not to, the fade is permanent, and so is the regret. (Also… any dishes in that cycle and the next are now likely cursed. Follow the rules.)
• Apparel faded or damaged from high-heat wash/dry cycles —care tags aren’t just decoration.
• Custom/personalized/made-to-order items due to a change of heart—quality issues only qualify for refund or replacement.

A Note on Chargebacks:

If you bypass our resolution process and go straight to your bank for a chargeback despite these policies, you will be banned from future purchases and reported to Shopify, Shop, TikTok Shop, and any other relevant platform. We handle issues quickly and fairly—just talk to us first.

 

Final Word:

We’re a small, handmade-focused brand. Every item is made, inspected, and packaged with intention. Mistakes can happen, and we will always work with you to fix them—but in return, we ask that you respect the care (and rules) that go into each creation.