Return and Refund Policy
Cooling off period
If you would like to return an item, please notify us within 14 days of your order being delivered. You then have a further 14 days to return the item back to us. This gives you a maximum of 28 days in total to return an item.
You can contact us by calling a member of our Customer Care team on 0800 093 1812 or by email at customercare@agamatrix.co.uk. Please state the date of purchase, the name of the buyer and the item details for return. You will be provided with a Returns Number. Please ensure this number is clearly displayed on any return items packaging.
We are unable to accept returns for the following unless they are damaged or faulty:
• Perishable items.
• Sealed items that have been opened after delivery.
Please note, this does not affect your statutory rights.
Once our Customer Care team have been notified, please arrange postage to:
AgaMatrix Europe Ltd (Returns), Harwell Innovation Centre, 173 Curie Avenue, Harwell Oxford, Oxfordshire, OX11 0QG.
Unfortunately, we are unable to cover the costs of returning your items and cannot be liable for any damages incurred during transit. Please ensure they are properly secured and packaged, and we would recommend sending all returns via a recorded delivery service.
We aim to process your refund within 2 working days of receiving your item, however it can take up to 30 days to receive the refund via the original payment method.
Once you have cancelled the contract, you have a legal 'duty of care' to keep the items in a good condition and return them at your expense. We are entitled to deduct an amount from the refund to reflect any loss of revenue in the value of goods supplied which may be 100%, if the loss is the result of unnecessary handling of the goods by you.
In accordance with the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations 2014, we will refund you the full amount paid for the items returned within 14 days of receipt of the notice of cancellation.
In the event that goods received are faulty or damaged inside the packaging please contact Customer Care on 0800 093 1812 or by email at customercare@agamatrix.co.uk as soon as possible stating the nature of the issue.
Please also refer to our full terms and conditions.