Knowledgebase
Return Policy
We believe that you will be pleased with your purchase from MatrixDeal.com. However, there might be the possibility of returning items to us. So what can we do when we meet this situation? Let us check below.
Items Damaged in Transit
If items were visibly damaged on receipt, we kindly ask you to support us by receiving the parcel and contacting us within 7 days, as well as providing us with the proof as following:
1. Photos of the front and back sides of the packaging
2
3. Photo, video, screenshot of the defect or defective area
Our After-Sale Service Staff. will communicate with you for further information.
Items Faulty on Arrival
If your items are faulty on arrival, you have 7 days in which you could inform us of the fault. You can show us pictures, videos, or screenshot of the wrong items you get. After talking with our After-Sale Service Staff, you can return the parcel with its original packages with all accessories and documents should be included. After the verification of the fault from our side, we'll issue a replacement or full refund to you via your original payment account. However, if a returned item is found no fault by our technicians we will not resend the item to you. In this case, you will be responsible for the returning delivery cost for the parcel, and we can return the payment to you after we receive the parcel back.
Repair Policy in Warranty Period
If any of your purchases is defective, within waranty period since receipt, you are entitled to a warranty repair, please kindly provide us with proof as below: pictures, videos to show the product now is defective. After informing us of the information and getting confirmation from us, you can send the items back to repair.
Before sending back, please note: Keep in mind that it's your responsibility to record and erase all info (e.g. texts, images, ringtones, contacts, etc.) from any phone or other items you return to us. MatrixDeal is not responsible for any personal info left on a phone and will not guarantee that personal info left on a phone or other items will be erased. Detailed repair policy as below chart.
| Type of repair |
Applicable charges (Buyer) |
What to do |
| Repairable situation(warranty repairment) |
Return shipping fees |
Return your defective MatrixDeal items, free of damage and in its original condition, please return the items to below address : PengJiang District, Jiangmen City, , GuangDong Province,China 529051 (Inno Valley) Tel: +86-750-3921091 (English) |
| 1.DOA (Dead on Arrival) Item 2.Defective Item, such as phones can not turn on, can not charge battery, touch screen stops touch function, Sim card can not be recognized. 3.Incorrect Item Received |
||
| Un-repairable Situation |
Return and reship fees |
The MatrixDeal will send your items for repairing and will provide you with an estimate for additional costs when repairing |
| 1.Unsatisfactory Products 2.Expired warranty or issues not covered by the Manufacturer’s Warranty. 3.Un-normal defective:
|
Please email below details to your sales manager's email address or 
after you send the defective items:
1.Tracking number
2.Returning back Product list
3.Fault details for each item
4.Original Order number in MatrixDeal for each item
Thanks for your cooperation .
The MatrixDeal Team
