Matrix Pen

a) Unbranded Products - No Decoration on products

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at enquiries@custombrandedmerch.com.au

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at enquiries@custombrandedmerch.com.au

a) Decorate / Custom branded Products

We can not accept return on custom decorated goods.

If there is a issue with the printing quality or colour or any other issue that is inconsistent with what you have ordered, then please contact us via email with the details of your dispute to:

service@custombrandedmerch.com.au

We will contact you to discuss the issue. In cases where we are at fault with regards the decoration method being incorrect or in error, we will replace the order so it is corrected. In this instance the faulty goods will need to be returned at your cost for inspection.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products ( see above) , and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.