Refund policy

Returns

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it—unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Please note, we do not offer refunds or returns for incorrect sizes or buyer’s remorse, as our products are made to order. However, we’re happy to offer a discount on a new order if the size does not fit.

Return shipping costs are the responsibility of the customer.

To start a return, contact us at info@matrixmotifs.com. Please note that returns need to be sent to the following addresses, based on where your package was fulfilled:

• US & Mexico: 11201 Ed Brown Rd, Charlotte, North Carolina, 28273.
• Canada: Unit 3, 3500 Laird Rd, Mississauga, ON L5L 5Y4.
• Europe: Plienciema 5, Marupe, LV-2167, Latvia.
• UK: Antar 2 Headway Rd, Wolverhampton, WV10 6PZ.
• Australia: 40 Tanimbla St, Kedron, QLD 4031 (apparel); 338 Albert St, Brunswick VIC 3056 (non-apparel); 6 Axis Crescent, Dandenong South VIC 3175 (phone cases).
• Japan: Komiyaji 817-3, Shinwamachi, Kumamoto Prefecture, 863-0101.
• Brazil: Rodovia Santos Dumont, 4791, Duque de Caxias, RJ, Brazil.

Returns without prior approval will not be accepted. Contact us at info@matrixmotifs.com for any return questions.

Damages and issues

Please inspect your order upon reception and contact us at info@matrixmotifs.com immediately if the item is defective, damaged, or if you received the wrong item, so we can resolve the issue promptly.

European Union 14 day cooling off period

If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason. As with all returns, your item must be in its original condition, unused, and in its original packaging. You’ll need to provide a receipt or proof of purchase. Return shipping costs are the responsibility of the customer.

Refunds

Once we’ve received and inspected your return, we will notify you whether the refund has been approved. If approved, you’ll automatically be refunded on your original payment method within 10 business days.

If more than 15 business days have passed since your return was approved, please contact us at info@matrixmotifs.com

Please remember that your bank or credit card company may take additional time to process and post the refund.Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at info@matrixmotifs.com