↩ 30-Day Satisfaction Guarantee

If you are not completely satisfied with your purchase, eligible products may be returned within 30 days of delivery.

Before sending a return, please contact us with your order number so our Customer Care team can assist you with the return process.

Email: info@matrigencosmetics.ca
Phone: 778.302.7056

📦 Return Eligibility

• Products must be returned within 30 days of delivery.
• Items should be returned in their original packaging whenever possible.
• All promotional items, samples, and gifts received with your order must also be returned.
• Please include a copy of your invoice or order confirmation with your return.

✅ Unopened & Unused Products

Unopened and unused products that meet our return requirements are eligible for a refund.

• Pack items securely to prevent damage during transit.
• Include your invoice or order confirmation.
• Use a prepaid, trackable shipping service.
• Return shipping costs are non-refundable unless the return is due to our error.

💬 Opened or Used Products

If your product has been opened or used and you are experiencing an issue, please contact our Customer Care team before returning the item.

Each request is reviewed individually, and we will work with you to determine the most appropriate solution.

🚚 Return Shipping

Returns must be shipped prepaid using a trackable shipping service.

Original shipping charges and return shipping costs are non-refundable unless the return is the result of our error or a confirmed defective product.

📍 Return Address

Please send approved returns to:

Matrigen Cosmetics
550 W Broadway #350
Vancouver, BC V5Z 0E9
Canada

💳 Refund Processing

Once your returned item has been received and inspected, we will notify you by email regarding the status of your refund.

Approved refunds are issued to the original payment method within 7 business days after the returned item has been received and approved.

Depending on your payment provider or financial institution, additional processing time may be required before the refunded amount appears in your account.

⚠ Damaged or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us as soon as possible with your order number and clear photos of the product and packaging.

After reviewing your request, we will provide an appropriate resolution, which may include a replacement, exchange, or refund where applicable.

🔁 Exchanges

If you would like to exchange an eligible product, please contact our Customer Care team before returning the item.

Exchanges are subject to product availability and approval after inspection of the returned item.

❓ Need Assistance?

If you have any questions regarding returns, refunds, or exchanges, our Customer Care team will be happy to assist you.

Email: info@matrigencosmetics.ca
Phone: 778.302.7056