Returns & Refund Policy

You can request a return within 14 days of receiving your order. To be eligible, items must be unused, unwashed and in their original packaging with any seals intact.

• Items returned after the 14-day window.
• Items that have been used, soiled or are missing parts or packaging.
• For hygiene reasons, cloths and any items intended for close contact, once opened or used.
• Clearly personalised or made-to-order bulk items, unless faulty.

1. Email support@matrixph.shop with your order reference and the items you’d like to return.
2. We’ll confirm the return address and a returns reference. Please don’t send items back before contacting us.
3. Pack the items securely and include the returns reference.

• Once we receive and check the returned items, we’ll refund within 5–10 business days.
• Refunds go back to your original payment method, in USD.
• Original shipping is refunded only where the return is due to our error or a faulty item.

For change-of-mind returns, you cover return postage. For faulty, damaged or incorrect items, we cover it — keep your postage receipt and we’ll reimburse it.

If an item arrives damaged or develops a fault, contact us within 30 days with a photo. We’ll arrange a free replacement or a full refund, including shipping.

These terms are in addition to your statutory rights under the consumer law of England and Wales, which are not affected.