Overview
At MATRIXEYE, we aim to ensure complete customer satisfaction with every timepiece. Our refund and returns policy lasts 30 days from the date of purchase. If 30 days have passed since your purchase, we unfortunately cannot offer you a full refund or exchange.
To be eligible for a return, your item must be unused, unworn, and in the same condition that you received it. It must also be in the original packaging, including boxes, tags, manuals, and any included accessories.
Certain types of items cannot be returned, including:
- Products showing signs of wear or use
- Items not in original condition or damaged for reasons not due to our error
- Items missing parts or accessories
Non-Returnable Items
The following items are not eligible for return:
- Gift cards
- Sale or discounted clearance items (unless defective)
- Downloadable or digital products (if applicable)
- Personal or hygiene-related items
Proof of Purchase
To complete your return, we require a valid receipt or proof of purchase.
Please do not send your product back to the manufacturer.
Refunds
Once your returned item is received and inspected, we will notify you via email regarding the approval or rejection of your refund.
If approved, your refund will be processed and automatically applied to your original payment method within a certain number of business days.
Late or Missing Refunds
If you haven’t received your refund yet, please:
- Check your bank account again
- Contact your credit card company (processing may take time)
- Contact your bank for pending processing delays
If you have completed all steps and still have not received your refund, please contact us at info@matrixeye.com.pk.
Sale Items
Only regular-priced items are eligible for refunds. Sale or discounted items cannot be refunded unless they arrive defective or damaged.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange the same product, please email us at info@matrixeye.com.pk and send the item to our return address provided upon confirmation.
Gifts
If the item was marked as a gift at the time of purchase and shipped directly to you, you will receive a gift credit for the value of your return once the item is received.
If the item was not marked as a gift, or was shipped to the gift giver first, the refund will be sent to the original purchaser.
Shipping Returns
To return your product, you will be given the return shipping address after contacting us at info@matrixeye.com.pk.
You are responsible for paying your own shipping costs for returning the item. Shipping costs are non-refundable. If a refund is approved, return shipping costs (if applicable) may be deducted from your refund.
Depending on your location, the delivery time for exchanged products may vary.
For higher-value items, we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of returned items.
Need Help?
If you have any questions about refunds or returns, please contact us at:
info@matrixeye.com.pk
