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Returns & Cancellations Policy

Effective Date: 24/04/2025
 

At Company Matrix Drops UK Ltd, we want you to be satisfied with your experience. Please read the following carefully to understand our approach to returns, cancellations, bookings, and damaged items.

1. Order Cancellations

You may cancel your order within 48 hours of placing it by contacting us at info@matrixdrops.co.uk.

  • After 48 hours, we cannot guarantee cancellation as your order may already be processed or dispatched.

Digital/downloadable services may be non-cancellable if they have already been accessed or delivered.

2. Bookings and Appointment Cancellations

2.1. Booking Policy

  • Payment for bookings is generally taken in advance at the time of booking.

  • If a service is not pre-paid, we may require a deposit to secure your appointment.

2.2. Cancelling a Booking

  • You may cancel or reschedule your booking up to 24 hours prior to your appointment time without penalty.

  • To cancel or reschedule, please contact us by email or phone.

2.3. Missed Appointments

  • If you fail to attend your appointment without giving at least 24 hours’ notice, a £25 no-show fee will apply.

If the appointment was pre-paid, the remaining balance (after deducting the £25 fee) will be refunded.

3. Returns

3.1. General Return Conditions

We only accept returns if:

  • The item was faulty or damaged upon arrival, and

  • You contact us first with a return request, including photographs of the item as received.

Please do not return items without contacting us first. Items returned without prior agreement will not be accepted or refunded.

3.2. Items Not Eligible for Return

We do not accept returns for:

  • Items that were delivered in good condition

  • Items that show signs of wear, use, or tampering after delivery

  • Personalised, custom, or digital products

Items returned without our prior written agreement

4. Damaged or Faulty Items

If your item arrives damaged:

  1. Notify us within 48 hours of delivery

  2. Provide clear photos showing the damage and the packaging

  3. We will assess the situation and may initiate an investigation with the shipping provider

Important: Do not dispose of the item or packaging until we confirm next steps.

We may ask you to hold onto the item while the investigation is ongoing. Do not send it back unless instructed. If damage is confirmed and attributable to shipping or a fault on our end, we will either offer a replacement or refund, as appropriate.

5. Refunds

Refunds will only be processed if:

  • Your return or cancellation has been accepted by us in writing

  • The item or booking meets our eligibility criteria after review

  • Damage or fault is confirmed and not due to misuse or accidental damage after delivery

Approved refunds will be processed via your original payment method within 7–10 business days.

6. Shipping Costs

  • Return shipping costs are only reimbursed if the item was confirmed to be faulty or damaged at the time of delivery.

  • We are not responsible for return postage unless we explicitly agree in writing.

7. Contact Us

  • To request a cancellation, return, or report a damaged item, please contact:
    📧 Email: info@matrixdrops.co.uk

  • Please include your order number, full name, and photos (if relevant) in your message.

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