Order Management
Cancellation Policy
When an order can be cancelled, what happens after processing or dispatch, and related refund treatment.
Cancellation Window
If you wish to cancel an order, please contact Matri as soon as possible. A cancellation request should be raised before 11:30 AM on the next business day after the order is placed.
A request received within this window is still subject to the order's actual fulfilment status.
When Cancellation May No Longer Be Possible
Cancellation may no longer be possible once the order has been processed, packed, allocated for fulfilment, handed over to a warehouse/courier partner, or dispatched.
Once shipment movement has started, a delivery issue is handled under the Shipping, Return or Refund Policy rather than as a cancellation.
Address Changes
Address corrections may be possible only before fulfilment begins. A request to change the delivery location to a different PIN/postal code or service area may require cancellation and a fresh order where the original order is still cancellable.
3PL Delay, Loss or Courier Exception
Matri uses third-party logistics (“3PL”) and courier partners. A shipment delay, missed scan, carrier exception or courier-attributable loss after handover does not by itself convert the order into a cancellable order.
Where a shipment is confirmed lost or untraceable, Matri's primary operational remedy is investigation and reshipment/replacement where feasible. This does not limit any non-waivable statutory remedy where applicable.
Prepaid Order Incorrectly Shown as COD
If a fully prepaid order is incorrectly synced to the courier as Cash/Pay on Delivery, do not pay the order again. Contact Matri with the Order ID and payment proof.
If you refuse the wrongly-COD-marked shipment at delivery, Matri can ordinarily arrange a reshipment after the original shipment is formally marked Return to Origin (RTO) by the courier.
If you pay the courier again despite having already prepaid, the duplicate collection will be handled under the Refund Policy after verification.
Partially Paid / Partial COD Orders
Where an advance or partially paid amount is collected to confirm a COD/Pay-on-Delivery order, that amount may be non-refundable where the order fails because of a customer-attributable cancellation, refusal, non-acceptance or other breach of the order conditions. If Matri cancels the order before fulfilment, the amount will be handled according to applicable law and the Refund Policy.
Extended Warranty Service
Extended Warranty service fees are non-refundable to the maximum extent permitted by applicable law, whether the service is purchased alone or clubbed, bundled or purchased together with other items.
Approved Cancellation Refund
If cancellation is approved and a refund is applicable, the refund will be processed in accordance with the Refund Policy.
Silifarm Technologies Private Limited
GSTIN19ABECS0927N1ZW
CINU32309WB2020PTC238528
Registered AddressLP. JH 1/9 Banipur, Charu Chand Pal Rd, Howrah, West Bengal, India – 711304
Office Address2nd Floor, 20/1/5 Bhagaban Chatterjee Lane, Kadamtala, Howrah, West Bengal – 711101
Support & Grievance
Contact Matri
Need assistance with this policy?
For order-specific support, use the Matri Contact page or reach us through your preferred support channel. If a grievance remains unresolved, use the escalation matrix below.
View Grievance Escalation Matrix
Grievance handling: complaints are acknowledged and redressed within the timelines required by applicable Indian consumer-protection and e-commerce law.
