Return Policy

Timeframe for Returns:
Returns are accepted within 30 days from the date of delivery. We kindly ask that you notify us of your intention to return an item within this timeframe. We like to keep it friendly, so returns a few days after policy can be accepted with a reason provided.

Condition of Items:
Items must be unused and in the same condition as received. We cannot accept returns for items that show signs of wear, damage, or alteration.

Original Packaging:
Returns must be sent back in the original packaging to ensure the items are adequately protected during transit. Please pack the items securely to prevent any damage during the return process.

Restocking Fees:
Matrix Design Masters does not charge a restocking fee on predesigned items. Restocking fees only apply to potential returns past 30 days, Personalized Customization items, and any item specified as having a dedicated restocking fee. Restocking fees can range from 10% to 45% depending on the situation, and will be notified before the fee is added.

Initiating a Return:
To initiate a return, log into your account, go to your past orders, choose which order you'd like to return, and click "Request Return". Alternatively, you can send an email to support@matrixdesignmasters.com. In your email, include the following information:

• Order number
• List of items to return
• Reason for the return (optional but appreciated)

Return Authorization:
Once we receive your return request, our team will review the information and provide you with further instructions, including a return authorization if applicable.

Return Shipping:
Customers are responsible for the cost of return shipping. We recommend using a trackable shipping method to ensure the safe and timely arrival of your returned items. Confirmation of the tracking number is appreciated but not required.

Refund Process:
Upon receiving and inspecting the returned items, we will process your refund within 5-7 business days. Please note that shipping fees are non-refundable.

Exchanges:
At this time, we do not offer direct exchanges. If you wish to exchange an item, please follow the return process and place a new order for the desired item.

For any additional assistance or inquiries, feel free to contact us at support@matrixdesignmasters.com.
Thank you for choosing Matrix Design Masters. We appreciate your business and are committed to providing you with a positive shopping experience.