Refund policy

RETURN & REFUND POLICY

Thank you for shopping with HATRIX.

EXCHANGE / RETURN

All items are carefully inspected before shipment.

We accept return or exchange requests only if:
• You received the wrong item.
• You received the wrong size from what was ordered.
• The item arrived damaged or defective.

Customers must contact us within 3 days after receiving the order and provide clear photos or videos as proof.

SIZE

Please refer to the size chart provided before placing your order.

We do not accept exchanges due to incorrect size selection by the customer.

PRE-ORDER ITEMS

Some HATRIX products are sold on a pre-order basis. The estimated processing period will be stated on the relevant product page.

Pre-order items cannot be cancelled or refunded simply due to a change of mind after the order has been confirmed.

REFUNDS

Refunds will only be considered when:
• The ordered item cannot be supplied or replaced; or
• HATRIX approves the refund after reviewing the issue.

Approved refunds will be processed using an appropriate payment method. Processing time may vary depending on the payment provider.

NON-RETURNABLE ITEMS

Items cannot be returned if:
• They have been worn or used.
• They have been washed.
• Tags or original packaging have been removed or damaged.
• The item has been altered.
• The return is due to a change of mind.

RETURN SHIPPING

If the error is caused by HATRIX, we will arrange the appropriate solution.

For other approved returns, return shipping costs may be borne by the customer.

CONTACT

For return, exchange or refund enquiries, please contact HATRIX and provide your order number together with relevant photos or videos.

HATRIX
Operated by KIJANG ARENA SDN. BHD.
201601008534 (1179462-X)