You are here: Company Information > Returns Policy
In the unlikely event of goods requiring to be returned we have established a returns procedure which has been designed to cause you minimum inconvenience.
Goods may only be returned to Matrix Multimedia with the appropriate returns form (available at the end of the page) by prior arrangement under the following conditions;
Goods ordered incorrectly
If you wish to return goods which you have ordered in error then please contact us for a returns authorisation number which you must quote when sending the goods back to us.
We reserve the right to charge a re-stocking fee on any returns to a value of 25% of the cost of the goods.
All goods must be returned at your own cost, we cannot accept responsibility for goods which we do not receive
We cannot accept returns of software once the licence key has been used
Our warranty period on hardware products is 1 year from date of purchase
If you think that the goods you have received are faulty then please contact us for advice before returning them.
If we cannot help you with your problem and we need to look at the goods then we will issue you with a returns authorisation number which you must use when sending the item(s) back to us.
Once you have received your returns authorisation number please return the goods to the following address
FAO Jayne King
Matrix Multimedia Limited
23 Emscote Street South
Along with the goods you must send a proof of purchase and information as to the nature of the fault you have found. We cannot accept goods without this information.
Upon receipt of the goods we will test the product(s) for the reported faults in our technical centre and they will issue a report on their findings.
Any goods which are found to have a manufacturing fault will be replaced free of charge
If a fault is found in any product and the fault is due to operator error or misuse, then the goods will be returned with a report of the findings, and the customer will be charged £35 per hour for the cost of repairing the goods.
Goods out of warranty
We will not accept any returned goods which are outside of the 1 year warranty period
We recommend that for any goods you wish to return that you should make sure you have proof of posting as we cannot accept responsibility for goods going astray in the post
This returns policy does not affect your statutory rightsDownload our Returns Form here