TERMS AND CONDITIONS
Last Updated 08 June 2020
1. Agreement to Terms
1.1 These Terms and Conditions constitute a legally binding agreement made between you, whether personally or on behalf of an entity (you), and Matrix International Sourcing Ltd, doing business as Matrix Uniforms, located at 45 McKenzie St, Paisley PA3 1LQ, UK, Paisley, Renfrewshire, Scotland PA3 1LQ United Kingdom (we, us), concerning your access to and use of the Matrix Uniforms (http://www.matrixuniforms.co.uk) website as well as any related applications (the Site).
The Site provides the following services: To promote and sell our range of Uniform Clothing and Personal Protective Equipment (PPE) (Services). You agree that by accessing the Site and/or Services, you have read, understood, and agree to be bound by all of these Terms and Conditions.
If you do not agree with all of these Terms and Conditions, then you are prohibited from using the Site and Services and you must discontinue use immediately. We recommend that you print a copy of these Terms and Conditions for future reference.
1.2 The supplemental policies set out in Section 1.7 below, as well as any supplemental terms and condition or documents that may be posted on the Site from time to time, are expressly incorporated by reference.
1.3 We may make changes to these Terms and Conditions at any time. The updated version of these Terms and Conditions will be indicated by an updated “Revised” date and the updated version will be effective as soon as it is accessible. You are responsible for reviewing these Terms and Conditions to stay informed of updates. Your continued use of the Site represents that you have accepted such changes.
1.4 We may update or change the Site from time to time to reflect changes to our products, our users' needs and/or our business priorities.
1.5 Our site is directed to people residing in United Kingdom. The information provided on the Site is not intended for distribution to or use by any person or entity in any jurisdiction or country where such distribution or use would be contrary to law or regulation or which would subject us to any registration requirement within such jurisdiction or country.
1.6 The Site is intended for users who are at least 18 years old. If you are under the age of 18, you are not permitted to register for the Site or use the Services without parental permission.
1.7 Additional policies which also apply to your use of the Site include:
Exceeding your expectations
The service we provide is crucial to our businesses success. For many of our customers, after-sales service is what makes us the selection over another supplier, often more than price. We work exceptionally hard to provide our customers with a timely, honest, valuable service and we have created a loyal customer base with who we love to work with, and who love to work with us.
We work by simple principles to guarantee the top level of service we provide. To ensure our customers remain satisfied with our services, we deliver on what we promise, every time. Meeting key delivery dates and guaranteeing consistent quality of garments means our customers can plan employee work schedules, pass inspections, create brand consistency and most importantly, worry about one less thing in a working day.
Customer service is all about expectation and our personal, friendly team are trained to provide a efficient service that exceeds your expectations of service, every time you call.
We offer : Next Day Delivery – is our standard delivery service wherever achievable. Fast delivery times – 3 to 5 working days as standard for all orders. Friendly service – our small team are intimately familiar with all of our customers, there are no strangers here. Just an efficient team, ready to work hard for you. No quibbles returns policy – on all non-personalised items. No minimum orders – we appreciate all custom, big or not so big. Competitive Pricing – we will always try to beat or match prices on like-for-like uniform garments and personalization services. Extensive Stocks – a reliable supply of stock garments is our crucial succeeding factor. All stock garments are delivered next day.
We will always go the extra mile for our customers.
How we handle customer complaints
Inevitably, things go wrong sometimes. We encourage feedback from our customers and if we have failed to meet your expectations for any reason, we will work hard to remedy the situation.
Our team handle all of our customers complaints with respect and empathy, we act quickly to remedy the situation and ensure you do not waste time, money or both or trying to resolve the issue. We take every problem seriously and reactively work to permanently fix the problem, preventing it from happening again.
Our customer complaints procedure is personal, efficient and effective, we value your business and work extremely hard to keep it. Our Customer Services team is fully trained in our after sales case management, so if there is an issue, you can deal directly with the same person you ordered with if you wish. Don’t worry they can’t say no. We pride ourselves on ability to get it right the first time, but should anything go wrong we will come up with a solution quickly that suits both parties.
You can contact us by phone, fax, E-mail, post, through our website or any other way which suits you. Our experienced team is always on hand to provide the right answers to your questions.
We have recently installed a state-of-the-art Customer Relationship Management system which allows us to solve problems even faster and ensure we provide you with the key information you require. No matter what happens, our team can handle your queries quickly and efficiently.
Our Customer Services team is on hand to offer assistance anytime and at any stage of your order process - from start to finish.
UK delivery is FREE* on all orders over £99 ex VAT 3-5 working day service. If your item is going to be delivered out with this time frame for any reason we will call you to discuss a delivery date.
Standard UK delivery is £2.95 when your order amount does not exceed £99. This is a 3-5 day service.
Express UK delivery is available to mainland UK, which is a next working day service and costs £5.95. If your order exceeds £99 ex VAT – we will upgrade your order at no cost wherever possible.
(NOTE : Next Working Day option is only available if all the items you are trying to order are in stock. Orders must be placed before 2pm Monday - Friday to be despatched the same day.)
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 9 Montrose Avenue Hillington Park Glasgow G52 4LA 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.
1. 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. 2. 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. 3. Items that are returned for exchange with no return shipping fee included will be credited
back to the customers’ account or payment method. 4. 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.
Stock, delivery & turnaround With a large stock holding in our fully customized warehousing facility, we offer a greater choice of workwear than many of our competitors and you can mix and match from any of our collections with a market-leading range of sizes and colours available.
Matrix Uniforms do not operate a minimum order policy and we have an affordable solution for every business. Having no minimum order, large stocks and quick delivery times, allows our customers to save time and money by ordering the corporate uniforms reactively and avoid stocking uniform themselves.
We have total in-house control over deliveries with every order we process being dispatched from our head office in Glasgow. This ensures we know the status of your order at every stage of the order cycle and we can provide our customers with accurate updates on their delivery until it reaches their door. Manufacturing in the United Kingdom allows us to extend this control to our bespoke range of products as well our stock ones, please read all about our Bespoke Services here
Our standard delivery allows for a 3-5 day delivery service on all items with a next day delivery service also available. Read about our full range of delivery services here.