Returns and Refunds
What is your returns policy?
Customer satisfaction is our top priority and we hope that you are happy with your new uniforms from the outset. However should you want a different size or be unhappy with your product for any reason, please return it to us within 14 days, in the condition in which it was purchased, for an exchange or NO QUIBBLES refund.
How do I return an item?
Simply send the item along with the completed returns form and invoice/delivery note, within 14 days, with your order to;
Returns Department
Matrix Uniforms
45 McKenzie Street
Paisley
Renfrewshire
PA3 1LQ
United Kingdom
Please be aware that you are responsible for the item(s) until such time as they are received by us. As such we advise that you use a traceable and insured method of delivery, or at least obtain proof of postage to enable you to claim from the carrier should your item(s) fail to arrive with us.
Can I exchange my item?
Yes of course, just follow the simple instructions below and we will do the rest.
When a replacement is required urgently, it is advisable to place a new order on the website for the replacement item first. This ensures that the goods can be despatched with a minimum of delay in order to get them to you promptly. You should then follow the normal returns procedure as above to return the original goods for a refund.
- Download and complete a copy of our returns form. Enclose it together with a copy of the invoice and return it to us. The cost of return the item is borne by the customer unless the items are faulty.
- Should you wish to make an exchange please ensure any additional charges for postage, to allow us to return the new items back to you, are included in the package or pay through one of our sales team. Telephone 0141 810 9777.
- Items that are returned for exchange with no return shipping fee included will be credited back to the customers’ account or payment method.
- Garments that are returned without the correct paperwork cannot be processed.
As with our returns, please be aware that you are responsible for the item(s) until such time as they are received by us. As such we advise that you use a traceable and insured method of delivery, or at least obtain proof of postage to enable you to claim from the carrier should your item(s) fail to arrive with us.
What if my items are personalised?
As we cannot use the items for resale, all embroidered, personalised or enhanced garments are non returnable unless faulty, sorry.
What if an item is faulty?
In the unlikely event that something you have purchased from us is faulty when it arrives then we will be happy to repair/replace the item for you. We will refund your return postage in these instances so you don’t incur any additional costs.
If an item becomes faulty after a period of time, then please contact our customer services to discuss the circumstances before returning the item. We are an accommodating company and will either repair or replace the item at our discretion.
Please contact our customer services team 0141 810 9777 between 9:00am and 5.00pm Monday to Friday to arrange the return or ask any questions we may not have answered here.
If we ask you to return the goods to us please download the faulty goods return form below as this will need to be enclosed when you return your faulty product to us.
