Shipping Costs and Delivery

On this page, you will find an overview of our shipping costs and delivery conditions.

Tracking Your Shipment

To keep you informed about when you can expect your shipment, you will receive an automatic email after your order has been shipped. This email will contain your personal tracking number, which allows you to track the status of your delivery on the website of our logistics partners (DHL/GLS/Hermes).

If you cannot find the email with your tracking number or have accidentally deleted it, our customer service team is happy to assist you. Please have your order number ready.

How much are the shipping costs?

All purchases made on the official Matrix international GmbH website can only be delivered within Germany. We offer free shipping for all orders.

When will my items arrive?

We usually need one day to process your order, and the expected delivery time is within 5 days after ordering. We will do our best to deliver your order as quickly as possible. If there are any delays, we will inform you promptly by email.

Returns & Exchanges

Cooling-off period/Return

You may want to return an order, perhaps because you don't like the product or for any other reason. Whatever the reason, you have the right to cancel your order up to 30 days after receiving it, without giving any reason.

After canceling, you have an additional 14 days to return the product. You will be refunded the full order amount, including shipping costs. We will cover the return shipping costs. If you wish to exercise your right of withdrawal, the product, along with all accessories and in its original condition and packaging, must be returned to Matrix international GmbH. We will then refund the full order amount within 7 days, provided the product has been returned in good condition.

If the product is damaged or if the packaging is damaged beyond what is necessary to inspect the product, we may charge you for the depreciation of the product. Therefore, please handle the product carefully and ensure that it is well-packaged for the return.

Exchange

Do you want to exchange your product? That's no problem at all. You can contact us for this. However, you will bear the costs for returning the product.

I entered the wrong delivery address!

Accidentally entered the wrong delivery address? Please contact us as soon as possible. We will then attempt to modify the order for you.

Return address:

Matrix international GmbH, Hatschekstr. 36, 69126 Heidelberg

For returns, you can contact us via email, and we will provide you with a return label.

The purchased product must be in its original condition and complete. We will verify this before processing the refund. If the product is not returned, we may charge a fee.

Upon receiving the return, we will conduct a thorough inspection. If it meets the requirements, we will transfer the full amount within a few working days.

Please send an email to notify us of the return. Make sure to include your order number.

Warranty Period

The Matrix international GmbH warranty policy and customer service only apply to new products purchased through the official Matrix international GmbH Germany website. For purchases from authorized dealers or distributors, please contact them directly for customer service.

New products: We offer a limited 2-year warranty on new products and accessories purchased from Matrix international GmbH.

Replacement device: The warranty is valid from the original purchase date and is extended by the number of days the product is out of the buyer’s possession due to warranty repairs.