At matrixthunder.com, your satisfaction is our priority. If something isn’t right with your purchase, you may return eligible items within 90 days from the date you receive them.
1. What Can Be Returned
To be eligible for a return, all of the following conditions must be met:
1. The return request is made within 90 days from the date of delivery
2. The product remains unopened, with all original seals and packaging fully intact
3. The item was purchased directly from our website, and you can provide a valid order number for verification
If any of the above conditions are not satisfied, the item will not be eligible for a return or refund.
If your item arrives damaged or doesn’t match your order, you can still get a refund — even if the packaging has been opened. Just reach out within 90 days with photos. We will cover the return shipping cost by providing you with a prepaid return label.
Note for Custom-Made Products: Custom-made or personalized products are non-refundable unless there is a quality issue on our side. For these specific custom items, reasons such as “I changed my mind,” “I ordered the wrong fit,” or “I don’t need it anymore” do not qualify for a refund - even if the packaging remains unopened.
2. How to Request a Return
Step 1: Contact Us
Email support@matrixthunder.com within 90 days of delivery.
Provide your order number and reason for return.
Our team will respond within 48 hours with return instructions.
Step 2: Package & Ship Your Return
A prepaid return shipping label will be sent to you once your return request is approved.
Securely repack the item in its original packaging. Include the order number on the shipping label.
Ship to:
Rm 1007, 10/F, Ding Fung Centre, 11 Cheung Yue Street, Lai Chi Kok, Sham Shui Po, Kowloon, Hong Kong SAR
Step 3: Notify Us
Email support@matrixthunder.com with the return tracking number.
3. Refund Process
Once your return is approved, we will issue the refund within 3 business days after the item has been received and checked. The refund will go back to the same payment method you originally used.
4. Order Cancellations
Before Shipment: You may cancel your order by emailing support@matrixthunder.com.
After Shipment: Orders already in transit cannot be canceled (must follow the return process).
5. Contact Us
Email: support@matrixthunder.com
Customer Support Hotline:
Mainland China: +86 18566807909
Monday-Friday 9:00 AM-11:00 PM (GMT+8)
Company Address:
Rm 1007, 10/F, Ding Fung Centre, 11 Cheung Yue Street, Lai Chi Kok, Sham Shui Po, Kowloon, Hong Kong SAR