Effective Date: [07/08/2025]

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1. 30-Day Return Guarantee

We want you to love what you ordered — but if something doesn’t work out, we offer a 30-day return window from the date your order is delivered.

To be eligible for a return:

• Items must be unused, unworn, unwashed, and in their original condition with tags still attached
• Items must be returned in the original packaging (if possible)

Important: Items received after 30 days from the delivery date may not be accepted.

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2. Non-Returnable Items

The following items are not eligible for return or exchange:

• Lingerie, swimwear, or intimate apparel (for hygiene reasons)
• Final sale or clearance items
• Gift cards
• Items returned without prior contact or approval

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3. How to Request a Return

To start a return, please email us at support@promatrixshop.com with the following:

• Your order number
• The item(s) you wish to return
• The reason for the return
• A photo (if the item is defective or damaged)

Once approved, we’ll provide return instructions and a return shipping label (if applicable).

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4. Refunds

• Once we receive and inspect your returned item(s), we’ll issue a refund to your original payment method
• Please allow 3–5 business days after receipt of the item for processing
• Shipping charges (if any) are non-refundable unless the return is due to our error (e.g., wrong or defective item)

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5. Exchanges

We currently do not offer direct exchanges.
If you’d like a different size or color, please return the original item for a refund and place a new order.

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6. Damaged or Defective Items

If you receive a damaged, defective, or incorrect item:

• Contact us within 2 days of delivery
• Email: support@promatrixshop.com
• Include your order number and photos of the issue

We’ll work quickly to send a replacement or refund.

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7. Return Shipping Costs

• If the return is due to an error on our part (e.g., wrong or defective item), we cover return shipping
• For all other returns (e.g, changed mind), the customer is responsible for return shipping

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8. Return Address

All returns must be shipped to:
Promatrix LLC
904 11th St
West Babylon, NY 11704
📧 support@promatrixshop.com

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Need Help?

Questions or concerns about a return?
Reach out to our support team — we’re happy to assist!

📧 support@promatrixshop.com
📞 (833) 765-6677