Return Policy

Which products can be returned?

The User Satisfaction Guarantee covers eligible Matri Pro Menstrual Pain Relief Devices only.

For hygiene and safety, other personal-care/intimate-use products do not have customer-choice returns, exchanges or refunds for size, colour, variant, accidental selection, preference or change of mind. These include gel pads, accessories, gift wrap, menstrual cups, body razors, cables, chargers and add-ons.

Verified faults, transit damage, wrong items and incorrect quantities are handled separately under the product-issue process below.

Who can use the Satisfaction Guarantee?

The standard 15-day User Satisfaction Guarantee starts on the delivery date. It applies to eligible Matri Pro devices bought from our official website and delivered to an Indian address. A request may be made if the Customer/Matri Pro Device User used the device as instructed but did not find relief from menstrual cramps.

A satisfaction claim is based on the Customer/Matri Pro Device User’s own experience and opinion after using the device as instructed. The purchaser may raise the request on the user’s behalf. Matri may ask the actual device user for feedback during review.

An eligible device delivered outside India may be reviewed only under the international return conditions below; overseas reverse pickup is not routinely provided.

• Raise the return request within the applicable return period.
• Return the device with all original accessories, packaging, manuals and invoice.
• The device must not be physically damaged, tampered with or misused.
• The guarantee does not cover gel pads, accessories, gift wrap, menstrual cups or other products.

All returned devices undergo quality inspection before refund approval. Permitted trial use of an eligible Matri Pro according to its instructions is part of the Satisfaction Guarantee.

₹250.00 fee for Matri-arranged satisfaction pickup

This applies when the Customer/Matri Pro Device User used Matri Pro as instructed but did not find relief, and the satisfaction return is eligible. It also applies when an eligible international customer makes the device available at a serviceable Indian address for Matri-arranged pickup.

This satisfaction-return fee is separate from the logistics terms for verified faulty, damaged, wrong-item, incorrect-quantity or warranty-service cases.

After receipt and inspection approval, only the eligible product value is refundable. The following costs are non-refundable, subject to any right that cannot be excluded by law:

• Original international shipping and the return shipment.
• Customs, duties, taxes and clearance fees.
• Insurance, brokerage and other return-logistics costs.

Report a faulty, damaged, wrong or incomplete item

• Faulty, damaged, wrong item or incorrect quantity: contact Matri within 48 business hours of receiving the shipment.
• Marked delivered but not received / incorrect delivery status: contact Matri within 48 business hours from the delivery-marked status. Check with your security guard, neighbours, friends and family to establish whether someone received the parcel on your behalf.

Preserve the outer and inner packaging, shipping label, invoice, manuals, accessories and all received contents until the case is resolved. Matri may request photographs, a clear continuous unboxing video, device/serial details, courier communication, proof of delivery or a support video call where reasonably needed to verify the claim. Late claims may be declined where verification is no longer reasonably possible, subject to applicable law.

If a parcel appears visibly open, damaged or tampered with at handover, you may refuse delivery and immediately inform Matri. If accepting the parcel, record a clear continuous unboxing video from before opening the outer package. For a Matri Pro function complaint, the Customer/Matri Pro Device User may be asked to explain the issue or join reasonable troubleshooting. Matri may request a demonstration video, Device ID or support video call before approving product movement. The purchaser can coordinate the request on the user’s behalf.

How Matri reviews product issues

Replacement or exchange is not automatic. Matri’s Customer Support and/or Quality Team checks the issue, product condition and eligibility. Personal preference, incorrect selection and change of mind do not qualify.

• Verified product issue: a damaged, faulty, wrong or incomplete item may qualify for repair, replacement, missing-item dispatch, an approved refund or another lawful remedy after verification.
• Satisfaction return: an eligible Matri Pro device has its separate User Satisfaction Guarantee conditions and return period.
• Warranty service: covered manufacturing-defect/service claims follow the Warranty Policy. They do not automatically qualify for an ordinary exchange or refund.

Keep the product in the condition received, with packaging, invoice, tags, manuals and accessories where applicable. Permitted Matri Pro trial use remains eligible for assessment under the Satisfaction Guarantee. Verification does not remove remedies required by law.

If an approved replacement is out of stock

Exchanges and replacements need approval from Matri’s Customer Support and/or Quality Team. The team checks the reported issue, product condition and eligibility first.

If the approved item, size, colour or variant is unavailable, Matri will contact the customer. These options also apply to an approved reshipment for a confirmed lost parcel:

1. Wait for restocking: Matri will share the estimated restocking and dispatch/reshipment time, and any further delay.
2. Choose a refund: Matri will process the approved refund after any required return and inspection, under the Refund Policy.
3. Agree to an alternative: a different product, additional charge or changed arrangement needs the customer’s agreement before Matri proceeds.

A stock shortage does not create eligibility for a size, colour or preference-based exchange. Any refund is assessed against the original purchase and approved claim, not the nominal or zero value of a replacement order.

A customer does not have to accept store credit or a different product instead of a refund required by law. Warranty service remains a separate route: a shortage does not automatically entitle every warranty claim to a full purchase-price refund. The Warranty Policy and mandatory legal rights apply.

International returns and service logistics

Routine overseas reverse pickup is currently unavailable. For an approved international return, exchange or replacement, the customer must arrange and pay shipment to the authorised Matri return address in India, or pay any reverse-shipping service specifically confirmed by Matri.

• Satisfaction return: only the eligible product value can be refunded after receipt and inspection approval. Original international shipping and all reverse-logistics, customs, duties, insurance and brokerage costs are non-refundable.
• Indian-address satisfaction pickup: where the approved device is physically available at a serviceable Indian address and Matri arranges pickup, ₹250.00 Reverse Pickup + Handling Fees are deducted once from the final approved refund.
• Verified product-issue exchange/replacement: Matri may arrange an approved reverse pickup from a valid serviceable Indian address without a reverse-pickup charge. This separate option does not waive the satisfaction-return fee.
• Reshipment: international forward shipping after approved exchange, replacement or service is chargeable in advance at the destination rate applicable at the time of reshipment. The original order's lower, promotional or historical shipping amount does not create a credit or cap the current charge.

Customer-arranged return packing, customs declarations, export/import paperwork, insurance and transit risk remain the sender's responsibility until Matri receives the parcel. See the International Shipping Policy for complete logistics terms.

Menstrual Cup Size Exchange

For hygiene and safety reasons, no size exchange is permitted for Menstrual Cups once the order has been placed.

If a Menstrual Cup shipment is refused or rejected at the time of delivery due to size preference, change of mind, or size-exchange disapproval, no replacement will be provided under the size-exchange route.

Please review the size guide carefully before placing your order. For help choosing the right size, contact Matri before purchase.

Return Inspection and Customer-Fault RTO

Authorised returns must be safely packed with the original items requested by support. Refund, replacement or other resolution may remain pending until receipt and quality/serial verification. Unauthorised opening, intentional damage, misuse, liquid or burn damage, broken wires/connectors, missing serial identification or tampering unrelated to the reported issue may cause a claim to be declined after inspection, subject to applicable law.

A customer-fault RTO is separate from a product-defect return. Collected shipping/delivery charges are non-refundable for customer-attributable RTO, and any otherwise eligible refund is limited to refundable product value. Partial COD advances follow the non-refundable rule in the Refund Policy, subject to mandatory legal rights.

RTO: cancellation, refund and a fresh order

1. Verify the return: Matri checks the courier status, RTO reason and payment records, and verifies receipt of the returned parcel where required.
2. Cancel and refund: Matri confirms cancellation and the approved refund amount. A refund is not automatically credited when the first RTO scan appears; an approved RTO refund is normally initiated within 5–7 banking days after the required verification and approval. Actual bank credit timing can vary.
3. Place a fresh order: to purchase again, the customer must place a new order. Current stock, prices, delivery charges, serviceability and order-acceptance checks apply; the cancelled order cannot be resumed.

Refund amount: the verified RTO reason and the Refund Policy determine the amount payable. Disclosed shipping, Partial COD or other incurred logistics deductions may apply only where the policy and applicable law permit. A verified Matri or courier error is not treated as customer-fault RTO. Requiring a fresh order does not itself forfeit a refund or remove any non-waivable consumer remedy.

An undelivered RTO shipment is different from a separately approved reverse pickup after delivery. Eligible product returns, exchanges and warranty services continue to follow their respective policies. Any refund involving an approved replacement is assessed against the original purchase and approved claim, rather than a nominal or zero-value replacement order.

Refunds Related to an Approved Return

If an approved return results in a refund, the refund method and processing timeline will be governed by the Refund Policy.