Return Policy – J.L. Matthews Co., Inc.

Return Policy

J.L. MATTHEWS COMPANY, INC. RETURN POLICY


If you have any questions regarding returns, please contact us via email at info@jlmatthews.com or via phone during our business hours at 800-421-3360.

 

30 DAY RETURN POLICY

If for any reason, you are not satisfied with your J.L. Matthews purchase, you may return the item within 30 days of the purchase date, provided the following conditions are met:

  • The item is in the original, unused, unworn, unaltered condition in which it was received.
  • The item must have its original packaging and/or tags.
  • The customer must be able to provide proof of purchase.

 

Shipped Returns

  • Return shipments must be postmarked within 30 days of original delivery.
  • A completed RGA form (available for download below) must be included in all shipped returns.
  • If the return is not due to an error of J. L. Matthews, the customer is responsible for return shipping costs.
  • Refunds will be issued upon receipt of the returned item, provided the item passes inspection and the return request is approved.

All returns not a result of shipping error are subject to a 20% restocking fee. If above guidelines are not met, J.L. Matthews reserves the right to reject the return. If you might have issues meeting any of the conditions above, please call us at 800-421-3360.

Address return shipments to:
J.L. Matthews Co.
620 W. Felix St.
Fort Worth, TX 76115

If shipping an item over $75, consider using a shipping service with tracking and/or purchase shipping insurance. J.L. Matthews cannot guarantee receipt of return items.

 

Items not eligible for return:

  • Climbing and Fall Arrest Equipment cannot be returned once received. Be sure to order the correct item. Please call us at 800-421-3360 with any questions or for help with correct sizing.
  • Non-stock or special ordered items cannot be returned. These orders are paid for upfront at the time of purchase and may have longer lead times.
  • Sale items are not returnable. All sales on these items are final.

 

Defect and Manufacturer Warranty Issues:
Please contact us via phone at 800-421-3360 for assistance with any claim regarding a product defect. We will work with you and the manufacture to get your product back in your hands as fast as possible.

 

Shipping Errors:
If there is an error in your shipment, please contact us and J.L. Matthews will cover any return shipping costs and wave the restocking fee.

 

Freight Claims and Damaged Shipments:
Always inspect shipments before signing for them.  If your package is damaged during the shipping process, please reject delivery and contact our office. Photos are always helpful to have on hand.

 

Gifts:

  • Items marked as a gift at checkout and shipped directly to you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
  • If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, the refund will be issued to the original purchaser and he or she will find out about your return.

 

DOWNLOAD RGA FORM

 

If you have any questions regarding returns, please contact us via email at info@jlmatthews.com or via phone during our business hours at 800-421-3360.