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Returns & Refunds Policy

Welcome to Matrigen Cosmetics UK. We are committed to providing high-quality products and exceptional customer service. Please review our Returns & Refunds Policy below to understand your rights and responsibilities when making a purchase with us.

1. Inspecting Your Order Upon Delivery

It is the customer’s responsibility to inspect all goods immediately upon receipt. If you believe you have received an incorrect item, or if any products appear damaged or faulty, you must notify us within 48 hours of delivery.

To report an issue, please contact us by telephone or email and include your full name and order reference number.

If we do not receive notification within the 48-hour window, any shortage, damage, or defect will be considered to have occurred after delivery.

2. Returning Damaged or Incorrect Items

Once we receive your notification, we will arrange for the goods to be returned to us and will cover the cost of return shipping.

If the returned items are found to be undamaged and in full working order, they will be sent back to you. In such cases:

  • You will be responsible for return shipping costs, and

  • A 10% administration fee (based on the original order value) will be applied.

3. 14-Day Returns Policy

We want you to feel confident in your purchase. For this reason, we offer a 14-day returns policy for items that are unopened, unused, and in their original condition.

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How to Request a Return

  1. Contact us at info@matrigencosmetics.co.uk as soon as you have received your order.

  2. Include your order details and the reason for your return request.

  3. Once your return request is approved, you may send the item(s) back to us.

Please note: Return postage for non-damaged items is the responsibility of the customer.

Refund Processing

Once your returned items are received and inspected, we will process your refund within 48 hours, provided the return was made within the 14-day timeframe.

4. Conditions for Refunds

Refunds will not be issued for any product(s) that:

  • Have been opened or used

  • Are returned damaged (including damage caused during return transit)

  • Are returned outside the 14-day window

Exceptions can only be made for products confirmed to be faulty.

All returns must be sent back in intact, original packaging.

5. Refused Deliveries

If you place an order and subsequently refuse acceptance of delivery from the postal service, courier, border control, or customs, no refund will be issued once the goods are returned to us.

6. Non-Collection & Parcel Returns

If a parcel is not collected by the buyer and is returned to Matrigen Cosmetics UK:

  • No refund will be issued for the uncollected order.

  • It is the buyer’s responsibility to ensure timely collection of all deliveries.

Matrigen Cosmetics UK accepts no liability for any loss or inconvenience caused by failure to collect parcels.

7. Contact Us

If you require support or further clarification regarding our Return & Refund Policy, please contact our customer care team:

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We are here to help and aim to respond to all enquiries as promptly as possible.

Thank you for choosing Matrigen Cosmetics UK. Your satisfaction and confidence in our products are our top priorities.

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