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Refund policy


As per the UK consumer rights regulations If you are not completely satisfied with your purchase, simply return the item(s) to us in their original condition within 14 days of receipt. Ensure swing tags are attached, this should not be removed if you wish to the return the item. We will issue a full refund (excluding original delivery charge) 14 days after receipt, or exchange the item for a different size/colour or a gift voucher if preferred (same day). Due to hygiene reasons swimwear can not be returned. 

Items purchased during Black Friday or any promotional discount event are eligible for:

  • Exchange or Credit Note only

Refunds are not available on promotional discounted items unless the item is faulty.

This does not affect your UK consumer rights.

Bundle & Multi-Buy Discounts
If you return part of an order that used a bundle discount (e.g. 10% off 2 items, 15% off 3+), your refund will be adjusted to reflect the correct pricing for the items you kept.

Please note: Items purchased from our SALE or LAST SIZES collection are non-refundable as these are final clearance items. They can be returned for exchange or store credit only, provided they meet our standard return criteria.
Discounted items purchased using promo codes (e.g. 5% off your first order) are still eligible for a full refund.

READ STEPS BELOW
  1. Go to our RETURNS PORTAL to submit a return, Wait to be approved and follow the steps in the email once approved.
  2. Make sure you read every point carefully before submitting your return 
  3. Place the item carefully in its original packaging with tags prepared for delivery and include your order packing slip so we know its your order, If lost the slip just right a note with name and order number.
    (Warning: we will be doing tests on the returned items, therefore, if the items are not in its original packaging with tags also if the garments smell like perfume, odour or smoke and seems to be in a used condition the return will not be accepted)
  4. Send the item back using Royal Mail Tracked (only send items back with royal mail as we will not receive the item if sent using another courier service) to the return address.
  5. Once we have received your item, we will email also issue your refund (excluding shipping)
  6. *we have the right to refuse any return.

  • NOTE:

    • The cost of returning the item to us is your obligation.

    • Items must be sent back to us using a Royal Mail recorded service, we are not liable if the items you send back to us get lost in the post and subsequently no credit note or exchange will be given.

    • Items can’t be returned back if they were purchased with a credit note on a previous return.

    • A £5 restocking fee will be deducted from all eligible refunds (this does not apply to exchanges or credit notes).

    • Sale and Last Sizes items are non-refundable but can be returned for exchange or store credit only.

    • Please allow 5 business days for your item to be checked over and Refunded or Exchanged.

    • Some products are non-returnable (swimwear falls under the non-returnable category due to hygiene purposes)

Please consider when purchasing this is a small business therefore, we work off marginal profit margins, exchanges cost us a fortune in admin, post & packaging fees and a loss of time. Our refund policy is strict so we can protect the business.

 

Any problems email;

 Returns@matrixmenswear.co.uk