Refund Policy

Scope of This Refund Policy

This Refund Policy explains how Matri processes approved refunds, payment discrepancies, duplicate collections and other refund-related cases. Product-return eligibility is governed by the Return Policy, while cancellation is governed by the Cancellation Policy.

Refund Method

• Prepaid orders: approved refunds are ordinarily credited to the original payment method.
• Cash/Pay on Delivery orders: where a bank transfer is required, Matri may request bank details and proof such as a cancelled cheque or passbook/statement page. The beneficiary name should match the billing or shipping name unless otherwise approved after verification.
• Verification: Matri may request the Order ID, payment ID, registered mobile number, registered email address, bank/payment proof, courier proof or other reasonable information needed to investigate the case.

Payment Deducted but Order Not Confirmed

If payment is successfully deducted but no Matri order is created or confirmed, the payment is generally automatically reversed or refunded by the payment system within approximately 3–5 business days, depending on the payment provider and bank.

If the amount is not automatically returned, please contact Matri with the payment reference and contact details used during checkout.

Duplicate Payment or Duplicate Collection

If the same order is paid more than once, or a customer pays COD on an order that had already been prepaid, please report the discrepancy with supporting payment proof.

After verification, any confirmed duplicate amount will be processed back through an appropriate refund method.

Prepaid Order Incorrectly Synced as COD

If a fully prepaid order is incorrectly shown to the courier as COD/Pay on Delivery:

• Do not pay again and contact Matri with the Order ID and payment proof.
• If you nevertheless pay the courier again, submit proof of both payments so the duplicate collection can be investigated and refunded after verification.
• If you reject the wrongly-COD-marked shipment, a reshipment can ordinarily be arranged only after the original shipment is formally marked RTO by the courier.

Reporting Payment Discrepancies

For faster investigation, please report duplicate payments, incorrect COD collection, payment-success/no-order cases or similar payment discrepancies within 30 business days of the relevant payment, refund or delivery event.

This 30-business-day period is an operational reporting window intended to help us trace payment and courier records. It does not extinguish any right that cannot lawfully be waived.

3PL / Courier Delay or Lost Shipment

Matri uses third-party logistics (“3PL”) and courier partners. If a shipment is delayed, untraceable or confirmed lost due to the courier network, Matri will first coordinate a trace and, where appropriate, reship or replace the order.

A courier delay or loss does not automatically trigger an immediate refund while the shipment is being traced or a replacement shipment is being arranged.

Consumer-rights safeguard: this operational reshipment-first approach does not restrict any non-waivable refund or other remedy available under applicable law, including where delivery is not completed within the promised delivery period.

Refunds After an Approved Return

Where a return is approved, the refund will be processed only after the required product/claim verification and, where applicable, receipt and quality inspection of the returned product.

Non-Refundable Charges and Services

• Gift Wrap Charges: non-refundable once the service has been provided.
• Cash/Pay on Delivery Charges: convenience or handling charges are generally non-refundable once the relevant service has been availed.
• Partial COD / advance amount: may be non-refundable where the order fails because of customer-attributable cancellation, refusal or non-acceptance, subject to applicable law.

Extended Warranty — strictly non-refundable. The Extended Warranty service fee is non-refundable to the maximum extent permitted by applicable law, whether purchased as a standalone service or clubbed, bundled or purchased together with any other product or order.

Refund Timeline

Once a refund is approved, Matri generally initiates it promptly. Bank or payment-gateway credit timelines may vary; approved refunds commonly appear within approximately 5–7 banking days after processing.

Related Policies

For product-return eligibility, damaged/incorrect products, hygiene restrictions and the Matri Pro Satisfaction Guarantee, refer to the Return Policy. For cancellation before fulfilment, refer to the Cancellation Policy. Warranty matters are covered by the Warranty Policy.