We hope that you are completely satisfied with your order. If, for any reason, you are not satisfied, you may return most items sold by The Matrix Toys within 30 days of delivery for a replacement or a refund of the purchased price, minus the shipping and handling. Items that are not permitted to be replaced or returned are described below under "Ineligible Returns/Replacements."
Ineligible Returns/Replacements
We cannot accept for return or replacement any item that has been opened. If an item was sold as a set, individual elements of that set cannot be returned for a refund. (Please return the entire set if you are requesting an eligible refund or replacement).
Defective Products
If you received an item that was defective, please send us a message to our Customer Service .
Requesting a Return Merchandise Authorization
You are a valued customer, and we want your shopping experience with us to be hassle-free. If you do need to return an item to us and the item is eligible for return, please send us a message to our Customer Service . Please note that we cannot accept any returns without a Return Merchandise Authorization . All unauthorized returns will be returned to sender.
Packing and Sending Your Return
- Once you have received your Return Merchandise Authorization pack the items securely in a box. You can use the box the items arrived in or another box, if you prefer. Please ensure all old shipping labels and barcodes have been removed.
- Affix the shipping label securely to the outside of the box.
- Send your Return to us using an insured or trackable shipper that is most convenient for you.
Returning Free Gifts with Purchase and Promotional Packages
We occasionally offer promotional packages and free gifts with purchase. If you would like to return an item for which you received a free gift, you must also return the free gift in order to receive a refund.
Items sold as part of a promotional package may not be returned separately for a refund. For example, if you purchase two items sold together as a promotion, and you would like to make an eligible return for a refund, you are required to return both items together.
Requesting a Replacement
During the Return Merchandise Authorization, you can request a replacement for the same item if it arrives damaged. At this time, exchanges for different items are not possible, but you are welcome to place a new order on our eBay Storefront .
Requesting a Refund
If a refund is issued, the purchase price of the item plus applicable sales tax will be credited. All eligible refunds are made to the original form of payment. We cannot issue a refund to gift recipients; however, you may request a replacement if the item is damaged.
Processing Your Return
Please allow 2 business days for your return to be processed upon receipt at the warehouse. You will receive notification via eBay Messages confirming that your return has been received and processed. You can also log into your My eBay Account to confirm whether your return has been received and processed. Please allow up to two billing cycles for any eligible refund to appear on your credit card statement.
Undeliverable Shipments
When packages are returned to us as undeliverable, we will attempt to contact you via phone or ebay messages to obtain a different shipping address to re-ship the order. If you are concerned that there may be an issue with delivery of your order, send us a message to our Customer Service .
Canceling or Changing an Order
Once an order has been submitted, you must contact our Customer Service to attempt to cancel or change it. We are unable honor customer requests to cancel or change orders that have already entered the shipping process with the exception of remaining items in a partially shipped order.