Returns, Cancellations & EU Withdrawal Policy

At Matt’s RC Customs, I want customers to be confident in what they are ordering. Please read this policy carefully before placing an order.

This policy is intended to work for customers in the United States and the European Union. If local law gives you additional rights, those rights will still apply. In the EU, consumers generally have a 14-day right of withdrawal for distance sales, while the U.S. does not have a general federal 14-day cooling-off rule for ordinary ecommerce orders. The FTC’s federal cooling-off rule is a 3-business-day rule for certain door-to-door or off-premises sales, not standard online store purchases.

Contact Information

Business name: Matt’s RC Customs
Email: mattsrccustoms@gmail.com
Mailing address: 721 40th St. S. Great Falls, MT 59405
Response window for order issues: [7] days from delivery
Response window for cancellation requests before shipment: [24] hours or “before shipment”

Order Cancellations

Cancellation requests must be submitted as soon as possible to mattsrccustoms@gmail.com.

Orders that have not yet entered production or shipped may be canceled at my discretion. Once an order has entered production, been packed, or shipped, it may no longer be eligible for cancellation.

For customers in the European Union, cancellation rights may also be governed by the withdrawal section below where applicable. EU consumers generally have a 14-day withdrawal period for eligible distance contracts.

United States Orders

For customers in the United States, standard online purchases are not subject to a general federal 14-day cooling-off period. Any cancellation, return, or refund eligibility for U.S. orders is governed by this policy, by any product-specific terms on the product page, and by any rights required under applicable state law. The FTC’s federal cooling-off rule applies to certain door-to-door or off-premises sales and provides a 3-business-day right to cancel in those covered situations.

European Union Orders — 14 Day Right of Withdrawal

If you are a consumer located in the European Union, you generally have the right to withdraw from an eligible online order within 14 days without giving a reason. For goods, that period generally runs from the date of delivery. To exercise that right, you must notify me by a clear statement before the withdrawal period expires. If you were not properly informed of the withdrawal right, the withdrawal period can be extended by up to 12 months under EU law.

To exercise your withdrawal right, contact:

Matt’s RC Customs
Email: mattsrccustoms@gmail.com
Mailing address: 721 40th St S. Great Falls, MT 59405

You may use the model withdrawal form at the bottom of this page, but you do not have to use that exact form.

Refunds After Valid EU Withdrawal

If you validly withdraw from an eligible EU order, I will reimburse the purchase price and the original standard delivery cost, in accordance with applicable law. Refunds will be made using the same payment method used for the original transaction unless otherwise agreed.

Returned items must be sent back without undue delay and no later than 14 days after you communicate your decision to withdraw. Unless I agree otherwise, you are responsible for the direct cost of return shipping. Under EU law, the consumer generally must return the goods within 14 days of giving notice of withdrawal and generally bears the direct return cost unless the trader agreed to bear it or failed to inform the consumer otherwise.

Custom, Personalized, and Made-to-Specification Items

Some MRCC products may be made to your specifications or clearly personalized, such as custom-length parts, one-off fitment parts, or products made specifically to your requested dimensions or design.

Where applicable law allows, these items may be non-cancellable, non-returnable, and excluded from the EU right of withdrawal once production has started. Under the EU Consumer Rights Directive, the withdrawal exception applies to goods made to the consumer’s specifications or clearly personalised. This exception should be used for genuinely custom or personalized items, not ordinary standard catalog products.

Standard Catalog Products

Unless otherwise stated on the product page, standard non-custom catalog products may be eligible for return only if they are in new, unused, and resalable condition and returned in accordance with this policy.

Because many MRCC products are application-specific, customers are responsible for reviewing the product description, fitment notes, and compatibility information before ordering.

Condition of Returned Items

Returned items must be in clean, unused, and resalable condition unless the item arrived damaged, defective, or incorrect.

Items may be refused or may receive a reduced refund where permitted by law if they have been:

• installed
• painted
• modified
• damaged after delivery
• used beyond what is necessary to inspect them

Under EU law, a consumer may be responsible for diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

Incorrect, Damaged, or Defective Items

If your order arrives incorrect, damaged, or defective, contact me at mattsrccustoms@gmail.com within 3 days of delivery.

Please include:

• your order number
• a brief description of the issue
• clear photos of the product and packaging, if applicable

I will review the issue and work with you on an appropriate resolution.

Fitment and Application-Specific Products

Many MRCC products are designed for specific chassis, bodies, transmissions, or mounting setups. It is the customer’s responsibility to review all fitment notes before purchase.

Where a product page states that:

• exact fitment is only guaranteed with MRCC body mounts, or
• fitment depends on a specific setup, transmission, wheelbase, or mounting method,

those statements are part of the product terms and should be reviewed before ordering.

Return Shipping

Unless the return is due to an incorrect, damaged, or defective item, return shipping costs are the customer’s responsibility unless required otherwise by applicable law.

If a return is approved, return instructions will be provided by email.

Processing Time for Refunds

Approved refunds will be processed to the original payment method within 7 business days after the returned item is received and inspected, unless a longer period is required by your payment provider or financial institution.

EU Model Withdrawal Form

If you are an EU consumer and want to withdraw from an eligible order, you may use the following:

To: Matt’s RC Customs
Email: mattsrccustoms@gmail.com
Address: 721 40th St S. Great Falls, MT 59405

I hereby give notice that I withdraw from my contract of sale for the following goods:

Order number: 
Ordered on: 
Received on: 
Customer name: 
Customer address: 
Signature: ____________________
Date: ____________________

Questions

If you have a question about cancellations, returns, fitment, or whether an item is considered custom, contact:

Matt’s RC Customs
Email: mattsrccustoms@gmail.com