Returns & Exchanges

At Matrix Market, we want you to love every piece you wear. If something isn't perfect, we've made returns and exchanges simple, transparent, and hassle-free. Our policy complies with consumer protection laws and Google Ads shopping policies — no misleading terms, no hidden fees.

📦 30-Day Return Window

You have 30 days from the delivery date to initiate a return or exchange for eligible items. After 30 days, we cannot accept returns unless required by local law.

💰 Refunds & Processing Time

Once we receive and inspect your return, we will process a refund to your original payment method within 5-7 business days. You'll receive a confirmation email. Original shipping charges are non-refundable unless the return is due to our error (e.g., wrong item sent).

• Refunds appear based on your bank's processing time (typically 3-10 days).
• Store credit/gift card refunds are issued instantly via email.
• International returns: Customer covers return shipping unless item is defective.

🔄 Free Exchanges (Size & Color)

Need a different size or color? We offer one free exchange per order for domestic customers. Simply select "Exchange" when starting your return. We'll ship the new item at no extra cost after receiving your return. For faster exchanges, you can place a new order and return the original for a refund.

📋 How to Start a Return or Exchange

⚠️ Damaged, Defective, or Wrong Items

If you received a damaged, defective, or incorrect item, please contact us within 7 days of delivery at returns@matrixmarket.com with your order number and photos. We'll arrange a free replacement or full refund including original shipping costs. No restocking fees — ever.

📍 International Returns

Matrix Market ships worldwide. For international returns (outside USA/Canada/EU):

• Return shipping costs are your responsibility unless the item is defective.
• We recommend using tracked shipping and keeping the receipt.
• Refunds are processed in USD; currency conversion fees may apply.
• Customs duties and taxes paid at checkout are non-refundable by Matrix Market — you may reclaim them from your local customs authority.

🚫 Non-Returnable Items

The following cannot be returned or exchanged:

• Gift cards (digital or physical).
• Final sale items (clearly marked on product page).
• Intimates, swimwear, and earrings (hygiene).
• Items returned without tags, with makeup stains, pet hair, or smoke odor.
• Customized/personalized products.

❄️ Holiday Returns (Extended)

For orders placed between November 15 and December 25, we extend the return window to January 31 of the following year. Perfect for gifting season.

⚖️ Consumer Rights & Disclaimers

Nothing in this policy affects your statutory rights under applicable consumer laws (e.g., EU Consumer Rights Directive, UK Consumer Rights Act). If you reside in the EU/UK, you have the right to withdraw from your purchase within 14 days without giving any reason, even if the item is not defective. To exercise this right, notify us within 14 days of receiving the item.

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Matrix Market's return policy is fully compliant with Google Ads policies — we clearly state all terms, do not engage in misleading return restrictions, and honor our commitments. If you have any issues, our support team is here to help.