Matimco Matwood WSPC Flooring

Matimco Returns & Exchange Policy
1. Overview

At Matimco, we take pride in the quality of our wood products. Each item undergoes strict inspection before delivery. However, if you receive a product that is damaged, defective, or incorrect, we’re here to make it right.

We accept returns and exchanges under specific conditions outlined below. Please note that due to the nature of our products (wood and building materials), minor variations in color, texture, and grain pattern are natural and not considered defects.

2. Eligibility for Return or Exchange

You may request a return or exchange if your item meets any of the following conditions:

The product received is damaged or defective upon delivery.

The product is incorrect or does not match the item you ordered.

The product was incomplete (missing parts or accessories).

Requests must be made within 7 calendar days from the date of delivery.

3. Non-Returnable & Non-Exchangeable Items

For quality and safety reasons, we cannot accept returns or exchanges for:

Products that have been used, cut, installed, or altered in any way.

Items damaged due to improper handling, installation, or storage by the customer.

Custom-cut or made-to-order items (e.g., fluted panels cut to size, customized doors, or flooring).

Items purchased through clearance sales or special promotions marked as “Final Sale.”

4. Return & Exchange Process

Submit a Request:
Email us at shop@matimco.com.ph
or message us via our official store chat (Shopee, Lazada, TikTok, or Shopify Contact Form). Include:

Order Number

Photos and/or videos of the item and packaging

A short description of the issue

Review & Approval:
Our Customer Care Team will evaluate your request within 3–5 business days. You will be notified once your return or exchange is approved.

Return or Pickup Arrangement:

For Metro Manila and nearby areas, we can arrange a pickup via Lalamove or Transportify.

For provincial orders, customers may ship the item back to our warehouse or coordinate via our courier partner.

Replacement or Refund:
Once the returned item has been inspected and approved, we will:

Send a replacement of the same item (if available), or

Issue a store credit or refund (for PayMongo or platform transactions) within 7–10 business days.

5. Important Notes

Always inspect your order upon delivery. If you notice any visible damage, please report it immediately to our delivery partner or our customer support team.

Matimco reserves the right to deny returns or exchanges if the product is found to have been damaged after delivery or used improperly.

Approved refunds will only be processed through the original payment method used.

Matimco Shipping & Delivery Policy
1. Overview

Matimco aims to deliver your wood products safely, securely, and on time.
We partner with reliable logistics providers to ensure your orders reach you in the best condition — whether small parcels or bulky materials.

2. Delivery Coverage

We currently deliver to most areas within the Philippines, including Metro Manila, Luzon, Visayas, and Mindanao through our trusted couriers:

Metro Manila & Nearby Areas: Lalamove, Transportify, Grab, or in-house delivery

Provincial Orders: XDE, J&T Express, LBC, or partner freight forwarders

📦 Some bulky items (e.g., doors, long panels, heavy flooring) may have limited service coverage depending on courier size and weight restrictions.

3. Shipping Fees

Shipping fees are calculated based on:

Delivery location

Product size, weight, and packaging

Courier’s standard rate

During checkout, shipping costs will be automatically computed or quoted by our team before confirmation (for bulky or custom-size orders).

For custom deliveries (e.g., multiple doors, fluted panels, or flooring), our team may contact you to arrange a manual delivery quote for accuracy.

4. Delivery Timelines

Estimated delivery lead times:

Metro Manila: 3–5 business days

Luzon (outside Metro Manila): 5–10 business days

Visayas & Mindanao: 7–14 business days

Please allow additional time during holidays, peak seasons, or in cases of unforeseen weather or logistical delays.

5. Order Processing

Order Confirmation:
You will receive an order confirmation via email or platform message once payment is verified.

Preparation & Dispatch:
Orders are prepared and packed securely within 1–3 business days.

Tracking:
Once shipped, you will receive a tracking number or notification link from our courier partner.

6. Bulky & Customized Orders

For large or heavy items (e.g., doors, fluted panels, ceiling panels, flooring):

Delivery may require special handling and scheduled drop-off.

Our logistics team will coordinate with you to ensure safe unloading at your delivery location.

Additional manpower or equipment (if required by the site) may be charged separately.

7. Receiving Your Order

Please inspect your order upon delivery before signing the receipt.
If you notice any visible damage or discrepancy, inform the delivery personnel immediately and contact our Customer Care Team within 24 hours.

8. Delays & Exceptions

While we strive to meet estimated timelines, delays may occur due to:

Courier limitations or capacity

Weather conditions or natural disasters

Remote delivery locations or site restrictions

We’ll notify you promptly if any unexpected delay occurs.

9. Contact Us

For delivery inquiries or assistance, please contact:
📧 shop@matimco.com.ph

📞 (02) 8362-6202
🕘 Monday to Friday, 8:00 AM – 5:00 PM