Shipping policy

Matrix Sports UK — Returns & Order Cancellation Policy

1. Purpose

This policy outlines the conditions under which clients may request an order cancellation, modification, or return for products and services provided by Matrix Sports UK Ltd. It applies to all custom-designed, private-label, and OEM sportswear and sports gear production orders.

2. Custom-Made Product Policy

All products manufactured by Matrix Sports UK are custom-made according to client specifications (design, logo, color, sizing, fabric, etc.).
Therefore, returns and refunds are not accepted once production has begun, except in cases of a verified manufacturing defect or a mistake made by Matrix Sports UK.

3. Order Cancellation

3.1 Before Production Start

  • Clients may cancel an order within 3 working days of deposit payment.

  • A 15% administrative and processing fee will be deducted from the deposit to cover design and development work initiated.

  • Cancellations after raw materials or fabrics have been ordered are non-refundable for those components.

3.2 After Production Commencement

  • Once fabric cutting, printing, embroidery, or any form of production has started, the order cannot be cancelled.

  • If cancellation is requested after production start, Matrix Sports UK reserves the right to retain the full deposit as compensation for materials and labor committed.

4. Design and Sampling Orders

  • Sample and prototype orders are non-refundable, regardless of later project continuation.

  • If revisions or re-sampling are requested, they will be treated as new sampling orders and quoted separately.

5. Returns and Replacements

5.1 Eligibility

Returns or replacements are accepted only in the following circumstances:

  • The delivered items materially differ from the approved sample or signed-off production file.

  • The products contain major manufacturing defects that affect function or wearability.

5.2 Procedure

  • Any claim must be submitted within 14 days of delivery, supported by photographic or video evidence.

  • Matrix Sports UK will review the case and, if verified, will offer one of the following:

    • Replacement of defective goods at no cost, or

    • Partial credit note toward future orders.

  • Physical return of goods may be required only if deemed necessary for inspection.

5.3 Exclusions

  • Slight variations (±5%) in color shade, print alignment, or measurements are considered normal in textile production.

  • Damage caused by misuse, improper washing, or storage after delivery is not covered.

6. Shipping & Delivery Issues

  • Matrix Sports UK is not responsible for delays or damages caused by third-party logistics or customs processes once goods are dispatched.

  • Insurance or express shipping options can be arranged upon client request at an additional charge.

7. Force Majeure

Orders delayed or cancelled due to events beyond control (e.g., natural disasters, raw material shortages, transport strikes, pandemics, etc.) will not qualify for refund, though Matrix Sports UK will make reasonable efforts to complete the order once conditions normalize.

8. Dispute Resolution

All disputes regarding returns, cancellations, or replacements will be handled under the laws of England and Wales and may be resolved through mutual negotiation or UK-based arbitration.

9. Contact

For all inquiries or return claims, contact:
📧 support@matrixpro1.com
📞 +44 07534788885
🕓 Response time: within 2–3 working days.