At MATRA, we strive to deliver high-quality products with complete customer satisfaction. While we hope you love your purchase, we understand that situations may arise where a return or refund is requested.
This Returns & Refund Policy outlines the terms under which returns and refunds are processed.
1. Eligibility for Returns
Customers may request a return if:
- The product is unused, unworn, unwashed, and in its original condition.
- All original tags, packaging, and accessories are intact.
- The request is raised within 7 days of delivery (unless otherwise stated for promotional sales).
❌ Non-Returnable Products:
- Worn, washed, damaged, or altered items.
- Products purchased under Final Sale, Clearance, or Special Discounts.
- Jewelry, innerwear, and customized/personalized products due to hygiene and safety.
2. Return Process
- To initiate a return, email us at support@shopmatra.com with your order number and reason for return.
- Our team will review your request and confirm eligibility.
- If approved, you will receive return instructions. The product must be shipped back to us within 5 working days of approval.
- Customers are responsible for return shipping costs, unless the product was defective or wrong item delivered.
3. Refund Policy
- Approved Returns: Refunds will be processed to the original payment method within 7–14 working days after inspection of the returned item.
- Deductions: Shipping charges, COD charges (if applicable), and handling fees are non-refundable.
- Rejections: If the returned product is used, damaged, or not in its original condition, MATRA reserves the right to reject the return and no refund will be issued.
- Partial Refunds: In cases where only part of the product is returned (e.g., missing dupatta or accessory), a partial refund may be issued at our discretion.
4. Exchange Policy
- Exchanges are subject to product availability.
- If the requested item is unavailable, a refund will be processed as per policy.
5. Damaged or Defective Products
If you receive a damaged or defective item:
- Notify us within 48 hours of delivery with photos/videos as proof.
- MATRA will arrange a free replacement or issue a full refund upon verification.
6. Order Cancellations
- Orders can be canceled within 24 hours of placing the order for a full refund.
- Once shipped, cancellations are not allowed. Customers must follow the return process.
7. Non-Delivery & Wrong Address
- If a product is undelivered due to incorrect shipping details provided by the customer, refunds will not be issued.
- If re-delivery is requested, additional shipping charges may apply.
8. Liability Disclaimer
- MATRA is not responsible for any loss, theft, or damage of products once delivered.
- Refunds will not be provided for dissatisfaction with fit, color variation due to lighting/screen display, or minor imperfections as these do not qualify as defects.
9. Policy Updates
MATRA reserves the right to amend this policy at any time to ensure fairness and compliance. Updates will be posted on this page with the revised “Last Updated” date.
10. Contact Us
For return or refund requests:
MATRA Customer Care
📧 Email: support@shopmatra.com
📞 Phone: 7003890675
