This Returns Policy covers all goods supplied by Matrico Ltd (www.matrico.co.uk).
Matrico Ltd recognises that there may be occasions where our customers will wish to return or make a claim with respect to goods supplied to them. Whilst our Terms and Conditions of Sale generally cover such matters, we thought it useful to summarise our Returns Policy with respect to specific instances where customers may wish to return goods.
Stock received in a damaged condition
Obviously we would not wish any of our customers to receive goods in anything other than 100% satisfactory condition, however, we recognise that accidents can occur, therefore, if you should receive any damaged goods, they must be reported to us by email to firstname.lastname@example.org
within 3 working days of the goods being delivered.
We will then replace (or at our discretion credit) those goods that have been received in a damaged state.
Matrico Ltd reserves the right to require return of the goods before agreeing to replacement.
Matrico Ltd has no liability for goods that are damaged after delivery has taken place, or after collection - if the customer’s appointed carrier collects goods.
Short delivery / lost in transit
Goods must be checked
upon delivery, Matrico Ltd has no liability for goods that are signed for “unchecked”.
We require the customer to notify us by email email@example.com
- within 3 working days of delivery - of any claim for short delivery.
Where it is agreed orders have been short delivered, we will make a further delivery to make up any shortfall.
If this is not possible, we will refund the appropriate value relating to the shortfall.
For claims of non-delivery (lost-in-transit), the customer is required to notify us by email using firstname.lastname@example.org
within 3 days of the date they could reasonably have expected to have received the goods. We can assume no liability for goods lost by a customer’s appointed carrier.
Incorrect stock supplied
If goods delivered do not match those ordered, this must be reported by email to email@example.com
within 3 working days of the goods being delivered by, or on behalf of Matrico Ltd.
We will organise the return of the goods and process the appropriate replacement or refund the same at our discretion.
Incorrect goods ordered by the customer
We understand that mistakes can happen and will endeavour to satisfy our customers’ requirements, however, any replacement or credit will be at the discretion of Matrico Ltd. We insist that any such error is reported by email to firstname.lastname@example.org
within 3 working days of the error being apparent or the delivery date (whichever is sooner).
Returned Goods - Condition of Goods
If Matrico Ltd agrees to a return for whatever reason, then it has the right to check the condition of the returned goods prior to refunding any monies previously paid - All returned products must be in the same un-used condition as when they left our manufacturing depot (and boxed in the original packaging).
Please contact email@example.com
with any other questions about returns.
Matrico Ltd reserves the right to deduct 20% of the original purchase price from the refund towards a re-stocking /administration charge when the customer returns the goods.