Customer Service

We aim to dispatch your order within 1-3 working days from the time of ordering. If it is likely to take longer then we will let you know, although this is uncommon.

We Endeavour to keep adequate stock of all items listed on our website, however in the event of an item being out of stock you are entitled to choose either to wait until it arrives back in stock, or to cancel your order.

If an item you order should be out of stock we will advise you as soon as possible.

All payments must be received and authorized before shipment.

Packaging

Most items are sent to you in factory packaging. You can check the product description for details of packaging. Please be assured that we always package our items securely and safely.

In the interests of the environment we keep packaging materials to a minimum.

Ordering Online
Ordering Online with us is safe and secure. We employ a method of interaction with our visitors that does not compromise credit card information. This online system is 100% secure. We encourage you to feel comfortable using your credit or debit card to conduct commerce on our site.
Return / Refund Policy
To request a return, exchange or refund please email us for a returns form. If you are not completely satisfied with your purchase, simply return the item or items to us in their original, condition within 14 days of receipt. Please note that your return should be received by us within this period. We will issue a refund within 28 days. If you should receive a faulty or damaged item, please notify us within seven days. We will not process claims for goods received as faulty after this period of time. To arrange a return, or if the item you received is faulty or is not what you originally ordered, please email us for a returns form. When we receive this email we will reply with a Return (RMA) number and details of how to return the product(s), along with a return address. We aim to respond within 24 hours. We will respond as soon as we can. We do not accept unauthorized returns. The item is your responsibility until it reaches us. For your own protection, we recommend that you request proof of posting when returning the item, or you may wish to select a delivery method that insures you for the value of goods that you are returning. We cannot be held responsible for returns that are lost in transit. All products to be returned must be carefully repackaged with their original packing. We will not refund goods that do not have their original packaging or show obvious signs of abuse. Goods that are returned to us without their original packaging will be refunded less a deduction of 10%. Goods that show obvious signs of wear or abuse will be returned to the buyer. Returns received outside the returns period time frame are accepted at the discretion of Matrix Imports and can only be refunded as a store credit. In the interests of fraud prevention, your refund will be issued by the same method that you paid. Goods are refunded within 30 days.
Late and Lost Deliveries
If your delivery has been delayed, then please contact us and we will provide you with the tracking number to enable you to chase it up with NZ couriers & NZ Post. Quite often, a delivery attempt has been made but a card has not been left. Any order discrepancies relating to missing/lost items must be reported to us in writing via our contact form within 24 hours of receipt of your order. We cannot refund or replace lost items until 15 working days after the date of dispatch. If your item is time sensitive, we recommend the use of our next day delivery service. Items not received but tracked as being delivered - This frequently happens when items are delivered to places of work. In some cases, your item might have been delivered to a post room or colleague within your company and someone else will have signed for it. In these cases, you can request a proof of delivery certificate from NZ couriers (www.nzcouriers.co.nz). Please note that cannot refund or replace items that are tracked as being delivered. For this reason, we always recommend that you get items delivered to a secure address. Matrix Imports cannot be held responsible for goods that are lost or delayed in transit.