Returns & Refunds Policy
Overview
At Matrix Cart, we want you to be satisfied with your purchase. If you are not completely happy with your order, you may return eligible items in accordance with the terms below.
Our returns policy lasts 30 days from the date of delivery. If 30 days have passed since your purchase, unfortunately we cannot offer you a refund or exchange.
To be eligible for a return, the item must:
- Be unused and in the same condition that you received it
- Be in the original packaging
- Include proof of purchase or order confirmation
Please do not send your purchase back to the manufacturer unless instructed by us.
Cooling-Off Period (Online Purchases)
In accordance with the Consumer Protection Act of South Africa, customers have the right to cancel an online purchase within 7 days of receiving the goods.
If you exercise this right:
- The item must be returned unused and in its original packaging
- The customer may be responsible for return shipping costs
- Once the item is received and inspected, a refund will be processed
Defective or Damaged Goods
Under the Consumer Protection Act, all goods carry an implied 6-month warranty against defects.
If a product is:
- Defective
- Damaged
- Not as described
- Incorrectly supplied
You may return it within 6 months of purchase for one of the following:
- Repair
- Replacement
- Refund
If the return is due to a fault on our side, Matrix Cart will cover the reasonable return shipping costs.
Non-Returnable Items
Certain items cannot be returned, including:
- Gift cards
- Downloadable or digital software products
- Certain health and personal care items
- Perishable goods such as food or flowers
- Newspapers or magazines
- Hazardous materials or flammable liquids
If you are unsure whether your item qualifies for return, please contact our support team before sending it back.
Partial Refunds (If Applicable)
In some cases, only partial refunds may be granted, including:
- Items with obvious signs of use
- Products that are not in their original condition
- Items that are damaged or missing parts not due to our error
- Returns made after the 30-day return period
Refunds
Once your returned item has been received and inspected, we will notify you via email that we have received your return. We will also notify you of the approval or rejection of your refund.
If approved:
- Your refund will be processed
- The amount will be credited to your original method of payment
- Refunds are typically processed within 5–10 business days
Processing times may vary depending on your bank or payment provider.
Late or Missing Refunds
If you have not yet received your refund:
- Check your bank account again.
- Contact your credit card provider.
- Contact your bank, as processing times may vary.
If you have completed these steps and still have not received your refund, please contact us at:
info@matrixcart.co.za
Sale Items
Refunds are generally issued for regular priced items.
Sale items may only be refunded or exchanged if they are defective, damaged, or incorrectly supplied.
Exchanges
We only replace items if they are defective or damaged.
If you need to exchange a product for the same item, please contact us at:
info@matrixcart.co.za
You may be asked to send the item to the address supplied by Matrixcart.
Shipping Returns
To return your product, please send it to the address supplied by Matrixcart via email.
Unless the return is due to a defective or incorrect product:
- Customers are responsible for paying their own return shipping costs
- Shipping costs are non-refundable
If you receive a refund, the cost of return shipping may be deducted from the refund.
For higher-value items, we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of returned items.
Need Help?
For questions about returns or refunds, please contact us:
Email: info@matrixcart.co.za