Exchanges & Warranty
Warranties
Electrical tools
All purchases of electrical tools are final. Mat&Max will honour the manufacturer’s warranty when applicable and will replace defective electrical appliances that are still covered by a warranty.
These guarantees apply only to a device whose defect can be confirmed at the time of return, not damaged during use. You will need the original packaging to qualify for a replacement of your tool.
To see the warranty applicable to your electrical tool, go back on the product’s listing (the warranty will be displayed at the bottom of the description) or check the original packaging. Please note that defective tools can only be replaced for the same product, not for a different model. If the tool in question is out of stock, it will be refunded.
Returns
Defective electrical appliances, under warranty
If you experience problems with an item within its warranty period, please follow these steps:
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1. Replacement request
Contact to us at support@matandmax.com and include the following informations and documents:
- your full name
- the date of your purchase
- your order number
- the name of the product
- the nature of the defect
- a picture of the product with its original packaging
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2. Replacement authorization
We will contact you by email within 5 business days following your replacement request. Once your request has been authorized, you’ll be able to return it to the following address:
Mat&Max - Returns
3755 Place Java – Suite 130
Brossard, Qc, Canada
J4Y0E4We recommend that your ship your item with the original box and that you use a traceable shipping method like Canada Post, UPS or FeDex.
Please note that you will only be responsible for the shipping costs from your address to our warehouse. We will assume all other shipping and handling fees tied with your request.
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3, Item replacement
We will contact you by email within 5 business days following the receipt of your package to confirm the validity of your request. We will then confirm the shipment of your new appliance by email.
Please note that the return of a non-defective item will be denied and your appliance will automatically be sent back you.
Products damaged during delivery
If your shipment was damaged in transit, you must ABSOLUTELY keep the original shipping box and follow these instructions in order for your request to be authorized:
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1. Replacement request
Contact to us at support@matandmax.com within 5 business days of receiving your order and include the following informations and documents:
- your full name
- the date of your purchase
- your order number
- the name of the damaged product(s)
- the nature of the damage
- a picture of the damaged product(s) with the original packaging
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2. Replacement authorization
We will contact you by email within 5 business days following your replacement request to confirm its validity. Once your request has been authorized, we’ll send you a second package right away and let you know if the damaged product(s) need to be returned.
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3. Return of damaged products
If you were given a return shipping label and informed to return the damaged products, you must return them within 10 days of receiving your second package.
Mat&Max reserves the right to refuse returns sent or communicated after the return deadline, or products that are not in the same condition as the one in which they were received. If applicable, the total amount of the products will be charged, in addition to a flat rate $10 shipping fee.
Final Sale
For hygiene, quality assurance and ecological reasons, all sales are final. We unfortunately cannot accept any return or exchange requests. This policy aims, among other things, to ensure the authenticity and the content of each product as well as to avoid unnecessary waste. Also, because each person can react differently to the use of a product and this reaction depends on several factors over which we have no control, we can not guarantee customer satisfaction. When placing your order, you accept these terms and acknowledge that your product selection corresponds to your needs.
