Return & Exchange Policy

Effective Date: 15/12/2025

At Pure Matrix Chem, we strive to provide high-quality products and excellent customer service. This Return & Exchange Policy applies to orders shipped to the following countries:

• Belgium
• Germany
• Spain
• France
• Ireland
• Italy
• Netherlands
• Poland
• Portugal
• Romania
• Russia

1. Return Eligibility

We accept returns for both:

• Defective or damaged products
• Non-defective products (for example, if you change your mind)

To be eligible for a return, products must:

• Be returned within 30 calendar days of the delivery date.
• Be in their original packaging.
• Be unused and in the same condition in which they were received.
• Include all original accessories, documentation, and packaging.

2. Defective or Incorrect Products

If you receive a product that is defective, damaged during transit, or if you receive the wrong item, please contact our Customer Support team within 7 days of delivery.

Please include:

• Your order number
• A description of the issue
• Clear photographs showing the defect or damage

Once the issue has been verified, we will offer one of the following at no additional cost:

• A replacement product
• An exchange
• A full refund

Return shipping costs for verified defective or incorrect products will be covered by us.

3. Non-Defective Returns

If you wish to return a product for reasons other than a defect, you may do so within 30 calendar days after delivery.

To qualify:

• The product must remain unopened, unused, and in its original packaging.
• The product must be suitable for resale.

Customers are responsible for return shipping costs unless otherwise required by applicable law.

Original shipping charges are non-refundable unless the return results from our error.

4. Exchanges

Yes, we accept exchanges.

Products may be exchanged within 30 calendar days after delivery provided they meet the eligibility requirements described above.

If the replacement product has a different value, the price difference will either be charged or refunded accordingly.

5. Return Process

To initiate a return or exchange:

1. Contact our Customer Support team with your order number.
2. Wait for return authorization and return instructions.
3. Securely package the item.
4. Ship the item using the provided instructions.

Returns sent without prior authorization may experience delays in processing.

6. Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If approved, refunds will be processed to the original payment method within 5–10 business days, depending on your payment provider.

7. Non-Returnable Items

The following items cannot be returned:

• Products that have been opened or used.
• Products not returned in their original condition.
• Products damaged due to customer misuse.
• Products returned after the applicable return period.

This does not affect your statutory rights regarding defective or incorrectly supplied products.

8. Return Shipping Costs

• Defective or incorrect products: Return shipping is paid by us.
• Non-defective returns: Return shipping is the customer’s responsibility unless otherwise required by law.

9. Contact Us

If you have any questions regarding returns or exchanges, please contact our Customer Support team via info@purematrixchem.com.

We are committed to resolving all return requests fairly and promptly.