Returns
Returns
You may withdraw from your online purchase within 14 calendar days of receiving your order, without giving a reason. This also applies to sale items, but excludes products made to your specifications or personalised.
Email tomvanderbeek@matriks.be with your order number. We will send you a return label and instructions. You then have 14 calendar days after notifying us to send your item back. Package it carefully, preferably in its original packaging, with all parts and accessories.
Return costs
Return shipping costs are your responsibility and will be deducted from your refund if you use our label. For standard parcels, the country-specific rates in section 3 of our terms and conditions apply, including orders delivered free of charge.
For oversized parcels, such as the Hasegawa Lucano 4-step, estimated return costs range from β¬49.95 to a maximum of β¬89.95, depending on the country.
Refunds
We issue refunds after receiving and checking your return, using the original payment method. If you return your entire order, we also refund the original standard shipping costs.
The statutory refund period is 14 calendar days after you notify us. We may withhold the refund until we receive the returned goods or proof of return shipment, whichever comes first, unless we offer to collect the goods ourselves.
You may inspect the product as you would in a shop. We may deduct any demonstrable reduction in value caused by handling beyond what is necessary to assess the product.
Complaints and guarantee
Damaged, defective or incorrectly delivered? Email us with your order number and, if possible, photos. For a valid complaint, we cover the return costs.
New products come with a two-year statutory guarantee. Report any defect within two months of discovering it. We will arrange a repair, replacement, price reduction or refund in accordance with the applicable legal conditions.
βοΈ tomvanderbeek@matriks.be
π +32 471 62 53 82