Refund and Returns Policy

At Matrix Service Enterprises, we aim to provide high-quality products and a seamless shopping experience. However, if you are not completely satisfied with your purchase, we are here to help. This Refund and Return Policy outlines the conditions under which we accept returns and issue refunds. By making a purchase on our website, you agree to the terms outlined in this policy.

1. Returns

We offer a 30-day return policy for items purchased directly from our website. If you are not satisfied with your purchase, you may return the product within 30 days of receiving your order, subject to the following conditions:

• Eligibility for Return:
  • The item must be unused, in original condition, and in its original packaging.
  • The item must be returned with all tags, labels, and accessories included.
  • Custom or personalized items are not eligible for returns unless they are defective or damaged.
  • Perishable goods (e.g., food or beauty products) are non-returnable for health and safety reasons.
• Non-Returnable Items:
  • Gift cards
  • Downloadable software or digital products
  • Items marked as “Final Sale” or “Non-Returnable” on the product page
  • Opened or used personal care items, hygiene products, or similar goods

To initiate a return, please follow the steps outlined below:

2. How to Initiate a Return

1. Contact Us: To start the return process, contact our customer service team at [Insert Contact Email] or [Insert Contact Phone Number] within 30 days of receiving your order. Provide your order number, product details, and the reason for the return.
2. Return Authorization: Once we receive your return request, we will provide you with a Return Authorization (RA) number and return instructions.
3. Return the Item: Pack the product securely in its original packaging, along with any accessories or manuals, and ship it to the address provided in your return instructions. Please ensure that the RA number is clearly visible on the outside of the return package.
4. Return Shipping Cost: Unless the return is due to a defective or incorrect item, the return shipping cost is the responsibility of the customer. We recommend using a trackable shipping service for your return, as we cannot guarantee receipt of returned items.

3. Refund Process

Once we receive your returned item and confirm that it meets the conditions outlined above, we will process your refund. Refunds will be issued to the original payment method used at checkout. Please note the following:

• Refund Timeline: Refunds are typically processed within 7–10 business days of receiving the returned item. However, it may take additional time for the refund to appear in your account depending on your payment provider or bank.
• Restocking Fee: We reserve the right to charge a restocking fee for certain items (e.g., large or bulky products). This fee will be deducted from your refund and will be communicated to you when you request a return.
• Shipping Fees: Shipping charges are non-refundable, unless the return is due to an error on our part (e.g., defective or incorrect items).
• Partial Refunds: We may issue partial refunds for returned items if they are not in their original condition, damaged, or missing parts.

4. Exchanges

At this time, we do not offer direct exchanges. If you would like to exchange an item, please return the original item for a refund and place a new order for the item you would like instead.

5. Defective or Damaged Items

If you receive a defective or damaged item, please contact us immediately at [Insert Contact Email] or [Insert Contact Phone Number]. We will provide you with instructions for returning the item at no additional cost to you. Upon receiving the damaged or defective item, we will either issue a full refund or send you a replacement item, depending on your preference and product availability.

To assist us in processing your claim, please include:

• Photos of the damage or defect
• Your order number
• A brief description of the issue

6. Cancellations

If you wish to cancel an order, please contact us as soon as possible. If your order has not yet been processed or shipped, we will cancel it and issue a full refund. Once an order has been processed or shipped, it cannot be canceled, but you may return the item in accordance with this Refund and Return Policy.

7. International Returns

For orders placed outside of [Insert Country], please be aware that return shipping costs are the responsibility of the customer. Additionally, international returns may be subject to customs duties, taxes, or import fees, which are also the responsibility of the customer. We cannot guarantee that international returns will be accepted in the same manner as domestic returns.

8. Contact Us

If you have any questions about our Refund and Return Policy or need assistance with a return or refund, please contact our customer service team at:

Matrix Service Enterprises