Refund & Return Policy

You may request a return within 14 days of receiving your order. To be eligible, items must be unused, un-installed, un-mounted and returned in their original packaging with all parts, hardware and accessories included.

For health and hygiene reasons, and to protect all customers, the following cannot be returned once opened, unsealed or used:

• Mouth-contact hygiene items (e.g. toothbrush holder sets) once unsealed.
• Floor- and body-contact items (e.g. quick-dry bath mats) once unwrapped and used.
• Adhesive and single-use consumables (e.g. shower bottle labels, adhesive hooks) once the backing is peeled.
• Wall-mounted items (e.g. wall shelves) once drilled or mounted.

These items remain returnable if they are still sealed, unused and in original packaging. The condition note on each product page states its specific rule, and bundles must be returned complete to qualify.

To request a return:

1. Email support@matrixph.shop with your order number and the item(s) you wish to return.
2. We'll confirm eligibility and send return instructions and the return address within 2 business days.
3. Pack the item securely and ship it back within 14 days of approval. We recommend a tracked service.

Please do not send items back before receiving return instructions, as this can delay your refund.

For change-of-mind returns, the cost of return shipping is the customer's responsibility, and the original outbound shipping charge is non-refundable. Where an item is faulty, damaged or sent in error, we cover return shipping and refund any related costs.

Once we receive and inspect your return, we'll email you to confirm the outcome. Approved refunds are issued to your original payment method, normally within 5–10 business days of approval. The time for the refund to appear depends on your bank or card issuer.

If a returned item arrives used, incomplete or damaged through no fault of ours, we may offer a partial refund or decline the return, and will explain why.

If your item arrives damaged or faulty, or you received the wrong product, contact us within 48 hours of delivery with photographs. We will arrange a free replacement or a full refund, including shipping, at no cost to you.

As a UK-registered seller, we honour your statutory rights under the Consumer Rights Act 2015 for goods that are faulty, not as described or not fit for purpose. Nothing in this policy limits those rights.

The fastest way to exchange an item is to return the eligible original for a refund and place a new order. If you need to cancel an order, email us as soon as possible — if it has not yet been dispatched we will cancel and refund it in full.