Returns & Defects Policy
As a structured B2B custom manufacturing partner, MatrixPro produces garments according to approved specifications. This policy outlines the conditions under which defect claims are reviewed.
1. Custom Production Notice
All products are custom manufactured. Orders cannot be returned due to change of mind, incorrect forecasting, retail performance outcomes, or internal distribution errors by the Client.
2. Defect Reporting Procedure
Any suspected manufacturing defect must be reported within the agreed reporting period following delivery. Reports must include clear photographic evidence, quantity affected, and detailed description of the issue.
3. Verification & Resolution
Upon verification of a confirmed manufacturing defect, MatrixPro may approve repair, replacement of affected units, or agreed production credit. Resolution is limited to confirmed manufacturing faults.
4. Exclusions
The following are not classified as defects: measurement tolerance within ±1–2 cm, minor colour variation, damage occurring after delivery, improper garment care, or inaccurate size breakdown submitted by the Client.
5. Risk Transfer
Responsibility for goods transfers to the Client upon dispatch unless otherwise agreed in writing.