Terms and Conditions of Returns
RETURNS: The following terms and conditions apply to all sales unless there is a written contractual agreement stating otherwise.
Most products are backed by a 30-day money-back guarantee. If you are not satisfied with the product, you can return it for a refund or a replacement based upon the below Terms & Conditions. The premise of this return policy, however, is that the customer will return the goods in substantially the same condition as they were received. The item cannot be disassembled or damaged by incorrect installation. We are not responsible for installation errors. Product returns that are returned for credit will be subject to a restocking fee. Special-order products are not returnable.
To keep our prices incredibly low, we need your help in minimizing returns. That's the kind of overhead that can drive up our costs which in turn we'd have to pass along in higher prices. So please double check that your order is correct before you hit the submit button. If you find that you made a mistake, or just plain changed your mind, you may return your parts as long as you get them back to us within 30 days of receiving your order and get an RMA number from us. They need to be in new and unused condition and in the original packaging.
For RMA and Order Status please call (833) 965-3722 or use this RMA email.
All Returns Are Subject to Manufacturers' Policies: Return privileges are subject to various manufacturers' policies. Many manufacturers have imposed certain return restrictions. Consequently, Matrix Routers, Inc. reserves the right to decline specific return requests based on those restrictions. Be sure to ask us about specific return conditions before you purchase any item.
Most products sold by Matrix Routers, Inc. are subject to a manufacturers' warranty. Please refer to the manufacturer or publisher's website or contact them for further assistance. If a situation extends beyond the manufacturer or publisher's service centers ability to resolve, contact us for further guidance.
Packaging of Returns: All returns, defective or otherwise, must be 100% complete, contain ALL original boxes and packing material, have original UPC codes on the manufacturer's packaging, contain all blank warranty cards, accessories, and documentation provided by the manufacturer. Incomplete returns, open or used products, or products not in new condition will be assessed additional restocking fees depending on condition and Matrix Routers ability to re-market the returned product. Matrix Routers, Inc. will refuse any return of items missing UPC codes. Products that have been physically damaged or are missing components or parts cannot be returned. Some products are blister packed with the hard plastic packaging you'll have to damage to open. (We try to avoid blister packs, but sometimes that is our only option.) In those cases, we'll make an exception. Go ahead and repackage it as best you can, and will waive the repackaging fee.
We accept all shipping methods but you are responsible for making sure the package gets to us. If we never get the item we can't refund/replace it. We strongly recommend using a reliable carrier with tracking or delivery confirmation. When eligible for a return shipping refund, we will refund shipping fees from FedEx Ground, UPS Ground, or USPS (first class or priority mail).
Non-refundable Charges: Labor, installation services, and shipping charges are nonrefundable. Customer is responsible for all return shipping charges; therefore, all returns must be shipped prepaid. Matrix Routers, Inc. recommends that you send your return via a traceable service with appropriate insurance. Matrix Routers, Inc. is not responsible for lost parcels.
If you return an item using the return label provided in the Online Returns Center and the reason for return is not a result of our error, the cost of return shipping will be deducted from your refund. Once a product is picked up by a shipping carrier we are charged for the label and can't get our money back, so we can't offer shipping refunds for orders with address problems, if you ordered the wrong part, or if the product didn't meet your needs.
Free Shipping Items: On items that were sold as "FREE Ground Shipping", it is the customer's responsibility to pay the actual cost to ship the item to the customer in the original shipment as well as the shipping charges to ship the item back to us.
Cross-Ship (Advance Replacement): All cross-ship items will only be accepted under the following conditions: Customer agrees to pay first. In order for Matrix Routers to process the accurate cross ship request, customers will have to pay for the replacement product first. Credit will be issued upon receipt of the defective item.
Return Privileges for Non-Defective Items: If the product is determined by the technician to be non-defective, shipping costs are non-refundable. Examples include incompatibility and ordering the wrong item. Please examine your order as soon as it arrives. Before using the item, please make sure it's exactly what you ordered. If you feel you do not want the item or you received the wrong merchandise, please call us at (833) 965-3722 or by e-mail at returns @ matrixrouters.com. We will gladly correct any error that may have occurred and assist you in every way possible.
Returns without this authorization will not be accepted and returned to you. We do not accept any returned goods without an RMA number. Refusal of shipment when a package is delivered does not constitute a request for an RMA, and refused shipments cannot be refunded fully. All non-defective returns authorized by Matrix Routers, Inc., whether opened or unopened, will be assessed a 15% restocking fee and must be authorized for return within 30 days from date of receipt. Freight charges will not be refunded. Please allow 30 days for return processing. Quantities of 10 or more are subject to a 25% restocking fee.
The 15% restocking fee is to offset credit card fees as well as time and material as shown below:
- A purchase credit card fee
- A return credit card fee
- Processing Order
- Charging Order
- Printing Labels
- Packing Materials
- Customer Service coordinating a return
- Receipt of return
- Inspection of the return
- Restocking of return
- Adjusting Inventories
- Cost of marketing that led the customer to your product (CSE / PPC / etc).
If you return a product without getting a return authorization the restocking fee will be at least 25% due to the costs involved in selling it as used. Physically damaged items cannot be returned. If the item being returned does not meet the above conditions, has been opened or shows signs of wear the return may be refused and returned to you or you may be charged a 25% or more restocking fee.
We refund you the same way you paid. If you paid with a credit card we refund that card. If you paid with PayPal we refund your PayPal account, etc. You also always have the option of store credit if you would rather purchase a different product or save your credit for later. Products shipped directly from the manufacturer (direct ship) are subject to any restocking fees enforced by the manufacturer. Please understand that the manufacturers charge us a restocking fee. In many instances, we are unable to return the item to the manufacturer and as we do not sell used merchandise, we sustain a loss on returns. All returns or refused orders are subject to round trip shipping charges. If your item was shipped "Free Shipping," we will charge our "actual" outbound shipping charges. Freight charges incurred by Matrix Routers, Inc. is not refunded on non-defective product returns. Refund processing may take up to 30 days to complete.
No refunds will be issued after 30 days from date of sale.
Authorization may be obtained by calling Customer Service at 1-(833) 965-3722 or by e-mail at returns @ hdtvsupply dot com. Customer will be issued a Return Merchandise Authorization (RMA) which is valid for 10 days. Failure to return a product within such 10 day authorization period will be deemed to be an acceptance of the product.
Open Box Returns: Open box items are covered by the same 30 day guarantee as retail products unless the product page says different. Open box products returned for replacement will be replaced with another open box product when available. If there are no available open box replacements, a representative will determine whether to send a retail version of the product or a credit. Credits can be applied toward the retail version of the product or towards another product.
Shipping refunds: Once a product is picked up by a shipping carrier we are charged for the label and can't get our money back, so we can't offer shipping refunds for orders with address problems, if you ordered the wrong part, or if the product didn't meet your needs.
Return shipping: We accept all shipping methods but you are responsible for making sure the package gets to us. If we never get the item we can't refund/replace it. We strongly recommend using a reliable carrier with tracking or delivery confirmation. When eligible for a return shipping refund, we will refund shipping fees from FedEx Ground, UPS Ground, or USPS (first class or priority mail).
Cable Returns: In order to accept items for return, we must receive them in a condition appropriate for resale as new or for re-manufacture into as-new goods. Accordingly, cables submitted for refund must:
- Be coiled in a round configuration, not bundled up in a figure-eight or oval as if wrapped hand-over-elbow;
- Be unwrapped, or secured only with velcro-type cable wrap, not wrapped with plastic or wire cable ties, which can injure the cable jacket;
- Be untaped; most tapes, especially electrical tapes, will leave adhesive on the cable jacket which is nearly impossible to remove without damage;
- Not be contaminated with paint, glue, cable lube, or other sticky or discoloring substances;
- Not be scuffed from insertion or pulling through walls and/or cable trays or conduits;
- Not have been injured by hard twisting (as when pulled through conduit from a coil sitting on the floor without anyone feeding the cable straight into the pull);
- Not have been kinked (that is, bent in a sharp manner so that the round profile of the cable collapses at the bending point causing injury to the cable's roundness)
- The cable returned must be the entire item ordered; we do not accept returns of, for example, leftover lengths of speaker cable.
Non Returnable Product: Please note the following products cannot be returned:
- Cables that are unwound and not defective
- Cables installed in walls
- Discontinued items
- Special order items
- Items for which manufacturers will not accept returns
- Custom configurations of systems
- Open units, units which require re-boxing
- Units in an unsuitable resale condition
- Re-manufactured and refurbished products
- Any item that is verified as working, and has been soldered upon is NOT eligible for a refund.
- Any item that is in not resalable condition for another reason is NOT eligible for a refund.
Return Policy Checklist:
- No refunds will be issued after 30 days from date of sale.
- All items being returned must have a Return Merchandise Authorization (RA) number.
- Do not write RMA numbers on manufacturers cartons as this will make the product appear used and we might have to charge you for a new carton.
- Return policy valid up to 30 days from date of purchase. The manufacturers warranty may exceed 30 days.
- All Return merchandise must be in its original sellable condition when received. Please be sure to include all of the original materials, accessories and manuals that the manufacturer included with the merchandise.
- Returns must be sent freight prepaid.
- Special order merchandise are not returnable.
- We will not ship replacement merchandise until receipt of damaged or defective item.
- All defective or damaged returns are subject to verification.
- The RMA number must be referenced on the shipping label.
- The RMA email that we have approved must be enclosed in the package.
Return Policy Suggestions:
- Save the original packing (box) for at least 30 days and if possible, longer.
- Keep all original receipts and invoices so you have proof of purchase.
- Keep tracking numbers or receipts in case your return item becomes lost.
- Insure the return with the shipper in case the item becomes lost.
Defective/Dead on Arrival (DOA) Merchandise: DOA products must be reported to Customer Service at 1-(833) 965-3722 or support @ matrixrouters.com within the first 30 days of receipt and, if deemed by us to be defective, may be repaired or replaced at our sole discretion. Some manufacturers and publishers require DOA's to be handled directly with the manufacturer, and in these cases, we will provide the contact information. DOA returns that prove, through testing, not to be defective are subject to a minimum 15% restocking fee. Incomplete DOA returns will be subject to a minimum 50% restocking fee. After 30 days, the manufacturer's warranty process must be followed.
Damaged Products: All packages shipped from Matrix Routers, Inc., or its suppliers, are inspected prior to shipment. However, from time to time, damage during shipping may occur. Packages that are obviously damaged should be refused upon original delivery attempt. If the package is accepted, then any damage should be noted on the carrier delivery record prior to the driver leaving your premises.
Any hidden or internal damage to any product must be reported to Customer Service at 1-(833) 965-3722 or support@matrixrouters dot com within the first 7 days of receipt to arrange for a carrier inspection and return of the damaged product(s). Please save the product, the shipping carton and all manufacturer packaging. Timely receipt of this information is necessary for Matrix Routers, Inc. to file a damage claim. Failure to notify Matrix Routers, Inc. of damage within this time period will be deemed an acceptance of the product, and standard return policies will apply.
Problems with merchandise after 30 days: All merchandise we sell is covered by a warranty. We will gladly assist you in contracting the manufacturer or we will do it for you so you are satisfied with your purchase. Just call us toll free as we are here to help.
Order Cancellation Policy: Please submit any cancellation via email to orders @ matrixrouters.com
Order cancellations must be received by the close of the same business day you placed the order. That's because most of our orders ship the same day. You may call and we can check to see if its shipped out or not. Email cancellations must contain the following: First name, last name, order number, and email address. This information must be identical to the information originally submitted on your order. Please provide contact information so that we may contact you if we have questions in regards to canceling your order.
Every effort will be made to accommodate the cancellation of your order, providing your order has not been shipped out. In the event that a cancellation was submitted (via email or phone), and your order was shipped out after, (our mistake) we will gladly refund the complete balance charged including shipping. However, if the cancellation was documented as received after the order was shipped, we will refund the merchandise total based upon the above terms and conditions.
Refused Shipments: The quickest way for us to be able to handle your return is for you to accept delivery, then contact us about sending it back. If you refuse shipment, your shipping will still not be refunded. It will only delay your credit for your purchase. On all shipments to customers, we incur shipping and handling costs. If through no fault of Matrix Routers and the shipment is refused, we will deduct any shipping and handling fees from your return to recover the expenses we incurred. We also reserve the right to impose a 20% restocking fee for an unauthorized return.
When should I expect credit for my returned item?
Typically it takes up one to two weeks to process a returned item once it has been received at our warehouse. You will receive an e-mail confirmation once we have credited your return. Certain items drop shipped from the manufacture must be inspected by the original shipper (Manufacture) before the credit is issued which may require additional time before credit can be issued.
When you pay by credit, or Bank debit, card a return credit will be applied back to the credit card or bank of origin.
If you have online access to your account, you may be able to see a credit within a few days. If not, the credit will be listed on your account statement covering the next 3 to 4 weeks.
Reimbursement of payment in advance orders or orders via bank transfer: If you have used payment in advance or settled your invoice with a bank transfer, please provide us with your banking information because we do not store such data in our database. (IBAN, SWIFT, name of account owner).
Chargebacks: If you have a credit card dispute regarding a charge please contact us immediately. Give us the opportunity to resolve the issue before doing a chargeback. If you have an issue with an order please contact us immediately. Fraudulent chargeback's will incur a $50.00 non refundable fee to the cardholder. This is where someone keeps the products but does a chargeback making a fraudulent claim they did not receive the shipment.
Chargeback's where the customer did not contact us first, or try to resolve a dispute with us may incur a $50.00 processing fee.
Refused Orders: All refused orders (for reasons other than shipping damage) will be subject to a minimum 15% restocking fee + $50. Shipping charges are not refundable if shipment is refused at the time of delivery. In addition, refused orders will be subject to additional shipping charges to cover the cost of returning the products to Matrix Routers, Inc.
Fulfillment Fee (Drop shipment fee): There is no additional fulfillment fee for orders shipped directly to end-users
Final Sale of Certain Products: In addition to manufacturer restrictions, the following products are final sale items and are not returnable to Matrix Routers, Inc. for refund or exchange for any reason.
Please be aware that:
- We can process returns and refunds only for items purchased from us. Any products purchased from another web site or a local store and returned to us will not be returned by our warehouse.
- We do not receive returns on Saturday or Sunday
- International orders are subject to a restocking fee of up to 25%
- Shipping costs may be refunded only if the return is a result of a shipping error or the item in question is defective
- Custom ordered items, items that you have installed or disassembled cannot be returned
- Damaged items cannot be returned
- No refunds will be given for any reason after thirty (30) days from receipt of your order
- No Returns will be accepted without a return authorization (RMA#) number. A 25% restocking fee will be applied to your order if the return is unauthorized!
Specific Products that cannot be returned:
- Cables installed in walls
- Custom configured products, Special ordered products, LCD/DLP projectors, Opened software, Opened DVD's, Hard drives, and TVs/Monitors
PLACING ORDERS CONSTITUTES ACCEPTANCE OF ALL TERMS AND CONDITIONS STATED ABOVE.