Refund policy

# Refund & Return Policy

**out of the matrix**

At out of the matrix, every unit of hardware is inspected and prepared with precision before dispatch. This policy outlines the exact terms under which a return, replacement, or refund will be honored.

## 1. Cancellations

Orders may be canceled **free of charge within 24 hours of purchase**, provided the order has not yet been dispatched. To request a cancellation, email outofthematrixsupport@gmail.com immediately with your order number. Once an order has been dispatched, it can no longer be canceled or redirected.

## 2. Eligibility for Returns

We accept returns **exclusively for documented manufacturing defects**. We do not accept returns for change of mind, incorrect personal expectations, or buyer's remorse.

To qualify, your claim must meet all of the following:
- Reported within **14 calendar days of confirmed delivery**
- The defect must be a verifiable manufacturing fault (not damage caused by misuse, accident, unauthorized modification, or normal wear)
- Supporting evidence (photos/video of the defect) must be provided upon request

## 3. Return Merchandise Authorization (RMA) Process

No returns will be accepted without prior authorization. To initiate a claim:

1. **Contact us** at outofthematrixsupport@gmail.com within 14 days of delivery, including your order number, a description of the defect, and supporting photos or video.
2. **Await RMA approval.** Our team will review your claim and, if approved, issue a unique RMA number along with return instructions.
3. **Ship the item back** using the provided RMA number clearly marked on the package. Packages returned without a valid RMA number will be **refused and returned to sender** at the customer's expense.
4. **Inspection.** Once received, the returned hardware will be inspected to confirm the reported defect.

## 4. Return Shipping Costs

The customer is responsible for the cost of shipping the item back to our facility for inspection. If the defect is confirmed as a manufacturing fault, we will cover the cost of shipping the replacement or process your refund in full.

## 5. Refund Processing

Once the returned hardware is received and the manufacturing defect is confirmed:
- Refunds or replacements are processed within **5 to 7 business days**
- At our discretion, we will issue either a **full refund to your original payment method** or a **replacement unit**
- Refunds may take additional time to appear on your statement depending on your bank or payment provider

## 6. Non-Qualifying Claims

The following are **not eligible** for return, refund, or replacement:
- Change of mind or buyer's remorse
- Damage resulting from misuse, accidental drops, liquid exposure, or unauthorized repair/modification
- Claims submitted after the 14-day window
- Items returned without a valid RMA number
- Customs refusal or non-payment of import duties by the customer

## 7. Warranty Scope

Our warranty coverage is limited strictly to the 14-day manufacturing defect window described above. We do not offer extended warranty coverage beyond this period.

## 8. Contact for Returns

**Email:** outofthematrixsupport@gmail.com (24/7 email support)
**Registered Address:** R. M. Ross 2077, CP 2000, Rosario, Santa Fe, Argentina

We recommend contacting us before leaving negative feedback or initiating a payment dispute — our team is committed to resolving legitimate manufacturing issues quickly and fairly.