Refund policy

Refund & Returns Policy — Matrix Velox

At Matrix Velox, operated by Paula Margaret Allison (based in Queensland, Australia), we aim to ensure complete satisfaction with your purchases. This Refund & Returns Policy sets out your legal rights and our procedures for cancellations, returns, and refunds when purchasing goods from our online store.

This policy is governed by the statutory rights provided to consumers under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the UK Consumer Rights Act 2015.

1. Merchant & Trader Identification

Business / Trader Name: Paula Margaret Allison (trading as Matrix Velox)
Registered Address: 12 Melbourne Avenue, Camp Hill, Queensland 4152, Australia
Contact Email: matrixvelox@outlook.com
Contact Telephone: +61 424 489 146
Target Market: United Kingdom

2. Right to Cancel (14-Day Statutory Cooling-Off Period)

Under the UK Consumer Contracts Regulations 2013, consumers located in the United Kingdom have the legal right to cancel their order for any reason within a statutory "cooling-off" window.

Cancellation Period: You have 14 calendar days to cancel your contract with us, starting the day after you (or a third party designated by you) physically receive the goods.
Return Window: Once you have notified us of your decision to cancel, you have an additional 14 calendar days to dispatch and return the items back to us.

How to Exercise Your Right to Cancel

To exercise your right to cancel, you must inform us of your decision by a clear written statement prior to the expiry of the 14-day cancellation window. Please contact us via:

Email: matrixvelox@outlook.com
Subject Line: Order Cancellation - [Insert Order Number]

Information to include:

Your Full Name
Order Number
Date Order Placed & Date Received
Item(s) you wish to cancel
Delivery Address

3. Conditions for Statutory Returns (Right of Withdrawal)

To qualify for a full refund under the 14-day cooling-off period:

Items must be returned in a clean, resalable condition, with original packaging, tags, and accessories intact wherever possible.
You are permitted to inspect the goods as you would in a physical retail shop to establish their nature, characteristics, and functioning.
Deduction for Diminished Value: If the value of the goods is diminished as a result of handling beyond what is necessary to establish their nature and functioning (e.g., items worn, washed, damaged, or altered), we reserve the legal right to reduce your refund amount proportionally to reflect the reduction in value.

4. Statutory Exceptions to Cancellation Rights

In accordance with UK law, the right to cancel within the 14-day cooling-off period does not apply to:

Goods made to your unique specifications or clearly personalised;
Sealed goods which are not suitable for return due to health protection or hygiene reasons, if they have been unsealed after delivery (e.g., unsealed underwear, swimwear, or cosmetics);
Goods that are liable to deteriorate or expire rapidly.

5. Return Shipping Costs (Cooling-Off Returns)

Unless an item is faulty, damaged, or incorrectly sent, you (the buyer) are responsible for paying the direct costs of returning the goods.
We strongly recommend using a trackable shipping service and obtaining proof of postage when returning items, as we cannot issue refunds for returned items lost in transit prior to reaching our designated return address.

6. Faulty, Damaged, or Incorrect Goods (UK Consumer Rights Act 2015)

If you receive an item that is faulty, damaged, not of satisfactory quality, unfit for purpose, or not as described on our store, you are entitled to statutory remedies under the UK Consumer Rights Act 2015.

Short-Term Right to Reject (Within 30 Days): If your item is faulty or defective upon arrival or within 30 calendar days of delivery, you have the right to reject the item and request an immediate full refund.
Repair or Replacement (After 30 Days to 6 Months): If a fault develops after 30 days but within 6 months of delivery, you are entitled to request a repair or replacement. If a repair or replacement is impossible, unsuccessful, or disproportionate, you may request a full or partial refund.
Return Expenses for Faulty Goods: If an item is verified as faulty, damaged, or incorrect, Matrix Velox will reimburse reasonable return shipping costs or provide a pre-paid return label.

How to Report a Faulty Item:

Your Order Number
Clear photographs or video showing the fault or damage
A description of the issue

7. Refund Processing & Payment Methods

Refund Timeframe: Approved refunds will be processed without undue delay and no later than 14 calendar days from the day we receive the returned goods back, or 14 calendar days from the day you provide verifiable proof that the goods have been dispatched back to us (whichever is earlier).
Original Delivery Charges: If you cancel your entire order within the statutory 14-day cooling-off period, we will refund the cost of the standard outbound delivery charges paid at purchase. If you selected an upgraded or express delivery option, only the standard delivery fee will be refunded.
Method of Payment: Refunds will be issued using the same payment method originally used to complete the purchase (processed securely via Shopify Payments Australia). You will not incur any fees as a result of the reimbursement.

8. Exchanges

We do not offer direct automated exchanges. If you require a different size, colour, or model, please follow the statutory cancellation process to return your unwanted item for a refund, and place a new order on our store.

9. Contact Details for Returns & Queries

If you have any questions regarding our Refund & Returns Policy or need assistance with an order, please reach out to our customer support:

Trader Name: Paula Margaret Allison (Matrix Velox)
Email: matrixvelox@outlook.com
Telephone: +61 424 489 146
Postal Address: 12 Melbourne Avenue, Camp Hill, Queensland 4152, Australia

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