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Return policy

It is your responsibility to inspect the goods immediately upon receipt and contact us by telephone or e-mail with your order reference number if you do not receive your correct order or the items appear to be damaged or faulty within 48 hours.

We will have the goods returned to us and pay the costs of the return shipping.  If we do not receive notification within 48 hours, any shortage, damage or other deficiency will be deemed to have occurred after delivery to you. 

If we find that the goods are not damaged or faulty, we will return the ordered goods to you and you will be responsible for the cost of the return shipping. We will also charge you an administration fee of 10% of the cost of your original order.

We want you to feel 100% confident in using our services. That is why we offer a 14-day returns policy. 
Here's how it works:

If you are not satisfied with your purchase for any valid reason, simply email us your request as soon as you have received your goods and explain that you wish to return the product.

Please contact us at:  and once your request is approved please return your items.

We will then process your refund in 48 hours since your products have been received ( within the 14 days frame). 

No refund will be honoured if the product(s) has been opened, used or damaged (including damage incurred during transit) back to us unless product is faulty. Returns can only be honoured if the product(s) is returned intact.

Please note, once you have placed an order and refuse acceptance of delivery of that order from either the local postal office, courier, border control or customs, then no refund will be issued as a result of the goods being returned to us.

Non-Collection and Parcel Returns

If a buyer fails to collect a parcel and it is returned to Matrigen Cosmetics UK, we will not refund the amount for the uncollected parcel. It is the responsibility of the buyer to ensure timely collection of their orders. 


Matrigen Cosmetics UK bears no liability for any loss or inconvenience resulting from the non-collection of parcels.

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