Refund policy

Returns and withdrawal

Not quite what you were looking for? No problem. As a consumer you may withdraw from your online purchase within 14 calendar days, without having to give a reason. This also applies to reduced items.

1. How do you withdraw from your purchase?

The 14-calendar-day period starts on the day after you, or someone you designate (not the carrier), receive the product. If your order consists of several deliveries, it starts after receipt of the last part. You may also withdraw before you receive the product, for example with a pre-order.

Let us know your decision in one of these ways:

  • Online, via our withdrawal function (also if you ordered without an account):
    1. Go to Cancel an order (account.matriks.be/orders).
    2. Enter your email address. You'll receive a 6-digit code by email. Enter it.
    3. Choose your order and click Request return, or Cancel if it hasn't been shipped yet.
    4. Select the products and confirm your request.
    You'll immediately receive an automatic confirmation by email.
  • By email to tomvanderbeek@matriks.be, preferably with your order number.
  • Using the model withdrawal form at the bottom of this page. This is not mandatory: any clear statement will do.

2. Sending it back

  • After notifying us, you have 14 calendar days to send the product back to Matriks, Korte Nieuwstraat 4, 2000 Antwerpen. You don't need to wait for our confirmation.
  • We'll send you a return label and instructions. You may also choose your own carrier.
  • Prefer to drop by? Within the withdrawal period you can also bring your online order back to our shop, Korte Nieuwstraat 4 in Antwerp, Wednesday to Saturday between 12:00 and 18:00. Bring your order number. You'll get everything back, just like with a return by post (see point 4), and you won't pay any return costs.
  • Pack the product carefully, preferably in the original packaging, with all parts and accessories. You may open the packaging: that doesn't affect your right of withdrawal.

3. Return costs

  • If you bring it back to the shop, there are no return costs.
  • If you send it back, the direct cost of returning the product is for you. If you use our return label, we deduct that cost from your refund. The amount varies from country to country.
  • For standard parcels, it's the home delivery rate for your country from the shipping cost table in our shipping policy, even if your order was delivered for free.
  • For exceptionally large parcels that can't be returned by normal post, such as the Hasegawa Lucano 4-step, the return costs equal the shipping rates for large parcels: € 39.95 in Belgium, € 69.95 from the Netherlands, France and Luxembourg, and € 79.95 from other countries, per shipment.

4. Refund

  • We refund you without undue delay, and at the latest within 14 calendar days after you've told us about your withdrawal. We refund using the same payment method you used, unless you expressly agree otherwise with us. You never pay extra costs for this. We don't give a credit voucher instead of a refund, unless you ask for one yourself.
  • We may withhold the refund until we've received the product back, or until you've shown us proof of return, whichever comes first.
  • If you withdraw from your entire order, we also refund the original standard shipping costs. If you chose a more expensive delivery method than the cheapest standard delivery, we don't refund that difference.
  • You may unpack and inspect the product as you would in a shop. If you use it more than necessary to assess it, we may deduct the demonstrable loss in value.

5. Exceptions

There is no right of withdrawal for products made to your specifications or clearly personalised. A special order of a regular product from a brand's range doesn't fall under this: you can withdraw from that. There is no statutory right of withdrawal for purchases made in our shop.

6. Faulty, damaged or wrong item?

  • Email us as soon as possible with your order number and, if possible, photos of the problem.
  • For new products, as a consumer you have a two-year statutory guarantee from delivery. Report a defect within two months of discovering it.
  • You're then entitled to a free repair or replacement. If that's not possible or not reasonable, you're entitled to a price reduction or to cancel the purchase with a refund (not for a minor defect).
  • If the product needs to come back, we'll send you a free return label, or you can bring it to the shop. If the complaint is justified, all return costs are for us.
  • Damage caused by misuse, an accident or normal wear and tear is not covered by the statutory guarantee.

7. Questions or complaints

Email tomvanderbeek@matriks.be or call +32 471 62 53 82. If we can't resolve it together, you can contact the Consumer Ombudsman Service (consumentenombudsdienst.be).

Model withdrawal form

(Only complete and return this form if you wish to withdraw from the contract.)

To: Matriks NV, Korte Nieuwstraat 4, 2000 Antwerpen, Belgium – tomvanderbeek@matriks.be

I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract of sale of the following goods (*):

……………………………………………………………

Ordered on (*) / Received on (*): ……………………
Order number: ……………………
Name(s) of consumer(s): ……………………
Address of consumer(s): ……………………
Signature of consumer(s) (only if this form is submitted on paper): ……………………
Date: ……………………

(*) Delete as appropriate.