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Refund policy

We strive to ensure you are satisfied with your purchase. However, if for any reason you are not, our return and refund policy is designed to make the process as smooth as possible. Please read the policy carefully.

Return Eligibility and Time Frame

  • Returns for Refund: Returns are accepted within 30 days from the date of delivery for a refund.
  • Returns for Store Credit: If you wish to return your item after 30 days, but no later than 90 days from the date of delivery, we will issue store credit instead of a refund.
  • Shipping Costs: Shipping costs are non-refundable. The customer is responsible for covering the shipping costs for returning the product to us.

Restocking Fee

  • All returns are subject to a 15% restocking fee. The fee will be deducted from your refund or store credit.

Non-Returnable Items

  • Opened supplies (including consumable materials such as button parts, adhesives, etc.) cannot be returned for a refund or store credit.
  • Printing Templates (purchased as a part of a kit or individually) cannot be returned for a refund or store credit.
  • Certain equipment models must be returned in specific packaging to avoid damage. For some larger equipment, such as square 2x2 and rectangle 2x3 machines, they must be shipped back secured to a wooden board. Failure to follow packaging guidelines may result in rejection of the return or additional fees for damage.

Return Conditions

To be eligible for a return:

  • Items must be in the same condition as when received, unused, with all original packaging and accessories included.
  • The original receipt or proof of purchase is required.

Upon receiving your returned equipment, we will inspect it to ensure it meets the return conditions. If the item requires maintenance or repairs due to damages incurred during your usage, repair costs will be deducted from your refundable amount.

Return Process

  1. To initiate a return, please contact us at info@mprousa.com with your order number and reason for the return.
  2. Upon approval, we will provide you with a Return Merchandise Authorization (RMA) number and detailed return instructions, including where to send your package. Items sent back without prior approval or without an RMA number will not be accepted.
  3. The customer is responsible for the shipping costs to return the item.

Refunds

  • After receiving and inspecting the returned item, we will notify you whether the return has been approved.
  • If approved, the refund will be processed and credited back to your original payment method within 10 business days, minus the restocking fee. Please note that your bank or credit card company may take additional time to process and post the refund.

If more than 15 business days have passed since we've approved your return and you haven't received your refund, please contact us at info@mprousa.com.

Order Cancellations

  • Orders can be canceled and refunded in full if canceled within 3 days (72 hours) of placing the order, provided the order has not yet entered the fulfillment process.
  • If the order is already in fulfillment or has been shipped, it is no longer eligible for cancellation, and the return procedures will apply instead.
  • Orders canceled after the initial 72-hour period but before fulfillment will incur a 3% cancellation fee.

Cashback Program and Refunds

  • If you placed an order, earned cashback from that order, and then used that cashback towards a subsequent order that was delivered, any cashback used will be deducted from the refund amount for the first order in the event of its cancellation.
  • Example: If you cancel an order where $50 cashback was earned and later used towards another purchase, $50 will be deducted from your refund for the canceled order.

Damages and Issues

Please inspect your order upon receiving it. If anything is defective, damaged, or if you received the wrong item, contact us at info@mprousa.com. To ensure a quick resolution, please reach out within 30 days of receiving your order. This allows us to work with our shipping partners and handle your case efficiently.

  • When contacting us, please include your order number, a description of the issue, and clear photos or a short video. Images of both the packaging and the product are especially helpful.
  • Once we receive your request, we will review the case and work with you on the next step — this may include a replacement, repair, or refund depending on the situation.
  • If your package appears damaged upon delivery, we recommend noting this with the carrier when signing for it, as it helps us resolve claims with shipping partners more effectively.

Even if more than 30 days have passed, please still contact us. While we may not always be able to guarantee a resolution outside this timeframe, we will always do our best to find a fair solution.