Merchant Return Policy – Matrix Media
1. Introduction
Matrix Media is committed to customer satisfaction and complies with the Consumer Protection Act (CPA) and the Protection of Personal Information Act (POPIA). This policy outlines your rights and our procedures for returns, exchanges, and refunds.
2. Eligibility for Returns
You may return products or services purchased from Matrix Media if:
- The item is defective, damaged, or not as described.
- The wrong product was delivered.
- You change your mind within 7 days of delivery (cooling‑off period under CPA, for online purchases).
- The product fails to meet agreed specifications.
3. Conditions for Returns
- Items must be returned in original packaging, unused, and accompanied by proof of purchase.
- Digital products or services may only be refunded if they have not been accessed, downloaded, or used.
- Customized or special‑order items are non‑returnable unless defective.
4. Refunds and Exchanges
- Refunds will be processed within 7–14 business days once the returned item is inspected.
- Refunds are issued via the original payment method.
- Exchanges may be offered where stock is available.
5. Costs of Returns
- If the return is due to a defect, damage, or error on our part, Matrix Media will cover return shipping costs.
- If the return is due to a change of mind, the customer is responsible for return shipping.
6. Data Protection
Any personal information collected during the return process will be handled in accordance with POPIA. We ensure your data is secure and used only for processing the return or refund.
7. Contact Information
For return requests, please contact:
Matrix Media – Returns Department
📍 31A Cnr Van Riebeeck and Beaconsfield, Vereeniging, 1930
📞 +27 (0) 81 760 9952
✉️ hello@matrixmedia.co.za
