Returns & Refunds
Returns Policy
Eligible unopened and unused products may be returned within 30 days of delivery. Opened or used products are reviewed individually and require approval before return.
Effective Date: August 4, 2026
Return Window
Eligible products may be returned within thirty (30) days of delivery. Unless otherwise approved by our support team, returned products must be unopened, unused, and in their original condition.
Refund Timing
Approved refunds are processed to the original payment method within 10 business days after we receive and inspect the returned item. You will receive an email confirmation once the refund has been processed.
Unopened & Unused Products
Please contact us and receive return approval before sending any merchandise. Returns sent without prior authorization may be delayed or refused.
To return unopened and unused merchandise, please follow these steps:
Pack the item(s) securely with a copy of your invoice.
Include all promotional products, free samples, and gifts received with your purchase.
Ship the approved return prepaid using Canada Post, UPS, or another trackable shipping service. We recommend retaining the tracking information until your return is completed.
Customers are responsible for return shipping costs for non-defective returns. Return shipping fees are non-refundable. No restocking fee is charged. We recommend using a trackable shipping service.
Opened or Used Products
Opened or used products are generally not eligible for return unless they are damaged, defective, incorrect, or otherwise approved by our support team. Please contact us before sending any opened or used product back.
Exchanges
Eligible unopened and unused products may be exchanged within 30 days of delivery, subject to product availability and prior approval from our support team.
For damaged, defective, or incorrect products, please contact us so we can provide the appropriate replacement or exchange instructions.
Damaged, Defective, or Incorrect Products
If your order arrives damaged, defective, or incorrect, please contact us promptly and include your order number and clear photographs where applicable.
If the issue is confirmed, we will provide appropriate return or replacement instructions. Approved return shipping costs for items sent incorrectly or received damaged or defective will be covered by Matrigen Cosmetics.
Promotional Products, Samples & Gifts
If you received a free product, sample, or gift with your purchase, it must be returned with your order to receive a refund in the original form of payment.
Return Address
Please send approved returns prepaid to:
Matrigen Cosmetics550 W Broadway #350
Vancouver, BC V5Z 0E9
Canada
Tel: +1 (778) 302-7056
Email: info@matrigencosmetics.com
Need Help?
Before returning an item, please contact us so we can confirm eligibility and provide the correct return instructions.
Email: info@matrigencosmetics.com