RETURN POLICY · AMSTERDAM

Return Policy

Last updated: 3 May 2026

1. Overview

We want you to be happy with what arrives at your door. This Return Policy explains how returns and refunds work at We Mate, operated by The Mate Company B.V. ("we", "us", "our"). It applies to all orders placed through https://wematedrink.com and complies with EU consumer protection law, in particular Directive 2011/83/EU on consumer rights.

If anything below is unclear, write to us at info@wematedrink.com and we'll help.

2. Two scenarios, two rules

We separate returns into two cases because the law treats them differently — and so do we.

Scenario A · The Product arrived damaged, defective, expired, or wrong

If we sent you the wrong order, or if a can arrives dented beyond use, leaking, expired, or otherwise unfit, we cover everything. You don't pay return shipping. You get a full refund or a replacement, whichever you prefer.

To start: email info@wematedrink.com within 14 days of receiving the Product, with:

• Your order number
• A short description of the issue
• Photographs of the damage or defect (where possible)

We'll respond within 2 working days with instructions and, where required, a prepaid return label or arrangement to collect the affected items. Once we receive the returned goods (or evidence of return where collection isn't practical), we'll process your refund or replacement within 14 days.

This sits on top of your statutory rights under EU and Dutch law, including the legal guarantee of conformity for goods.

Scenario B · You changed your mind (right of withdrawal)

EU law gives consumers a 14-day right of withdrawal from online purchases without needing to give a reason. This applies from the day you (or someone you nominated) physically receive the goods.

To exercise this right:

1. Send us an unequivocal statement of withdrawal at info@wematedrink.com within 14 days of receipt. You can use any wording — for example: "I hereby give notice that I withdraw from my contract for order #[number]."
2. Return the goods to us within 14 days of sending your withdrawal notice.
3. You pay the return shipping costs in this scenario. We don't provide return labels for change-of-mind returns.
4. The Products must be returned in their original condition and packaging, unopened and unused, with seals intact.

We'll refund the full purchase price plus the original standard delivery cost (if you paid for an express upgrade, only the standard rate is refunded) within 14 days of receiving the returned goods or evidence that they've been sent — whichever is earlier. Refunds are issued to the original payment method.

We may reduce the refund to reflect any decrease in the value of the goods caused by handling beyond what is necessary to inspect them (for example, opened cans, damaged packaging beyond the inspection-needed minimum, or signs of consumption).

3. What can't be returned under change-of-mind withdrawal

Under EU law (Directive 2011/83/EU, Article 16), the right of withdrawal does not apply to:

• Goods that have been opened and are not suitable for return for reasons of hygiene or health protection (this includes opened cans of We Mate)
• Goods that, by their nature, can deteriorate rapidly (e.g. cans visibly past their best-before date due to handling)

If you want to test the product first, that's fine — keep one can and return the rest sealed within the 14-day window.

4. How to send returns

Address for returns:

The Mate Company B.V. — Returns
12HS Egidiusstraat
Amsterdam, Noord-Holland 1055 GT
Netherlands

We recommend using a trackable shipping method. We are not responsible for returns lost in transit when you arranged shipping yourself (Scenario B). Pack the cans well — aluminium dents easily.

5. Refund timing

Once we receive your return, refunds are processed within 14 days to the original payment method. Depending on your bank or card issuer, the refund may take an additional 3–10 business days to appear in your account.

If you paid via iDEAL or Bancontact, refunds return through the same channel automatically. For card payments processed by Stripe, the refund appears as a credit on your card statement.

6. Founding 500 considerations

The Founding 500 welcome pack and associated benefits (sticker, name on the Wall of Founders, access to Mateadas, etc.) are part of a single purchase. If you withdraw from your Founding 500 order under Scenario B, the welcome pack must be returned in full and unused; your Founding number is released and made available to the next person on the waitlist. Founding membership cannot be partially refunded.

7. Disputes

If you're not satisfied with how we've handled a return, contact us first at info@wematedrink.com — most issues are resolved quickly through direct communication.

If we can't resolve a dispute together, EU consumers can use the European Commission's Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr.

8. Updates to this policy

We may update this Return Policy from time to time. The updated version will be indicated by a revised "Last updated" date at the top. Material changes affecting open orders will be communicated by email to affected customers.

9. Contact

Questions about returns, refunds, or anything else: info@wematedrink.com.

The Mate Company B.V. · Amsterdam · 2026