Shipping Policy

Delivery Area

Matri delivers across serviceable locations in India through third-party logistics (“3PL”) and courier partners. International orders are governed by our International Shipping Policy.

Order Processing and Dispatch

• Orders are usually dispatched within 2 working days of placement and successful order confirmation.
• Dispatch may extend up to 7 working days during restricted operations, exceptional demand, operational disruption or other conditions affecting fulfilment.
• Regular dispatch operations may not take place on Sundays and public holidays.

Estimated Delivery Time

Most domestic shipments are delivered within approximately 3–6 working days after dispatch. Remote or restricted-service locations may require additional time.

Tracking or delivery dates are estimates unless expressly stated as guaranteed.

Tracking

Tracking details are shared when the 3PL/courier partner generates the shipment reference. Courier scans may take time to update. Matri Support and associates generally see the same carrier tracking events available through your tracking link and may not have an additional scan before the courier updates it.

The delivery agent's address or direct number is generally not available to Matri. Some courier partners provide the agent's number when an order is out for delivery.

Courier Tracking Status Guide

The sequence below explains common courier terms. Status names and scan timing vary by courier; some stages may be combined, repeated or skipped. Use the latest courier tracking update and estimated delivery date for your shipment.

Normal Delivery Sequence

Reading a dispatch notification: Website and courier systems may use “dispatched” differently. If the tracking page still shows shipment creation or pickup assignment, refer to the courier's Picked Up scan to confirm physical collection.

Delivery Exceptions and the Return-to-Origin Sequence

Exception statuses can appear at different points in the journey. A failed delivery attempt may lead to a reattempt or to a return to origin, depending on the courier's rules and the verified circumstances.

Reverse Pickup / Return Shipment: These terms describe a separately approved collection from the customer after delivery. Its pickup, transit and return-delivered scans belong to that return journey. Eligibility, charges, inspection and resolution follow the Return Policy or Warranty Policy, as applicable.

If a tracking entry appears incorrect, contact Matri with your Order ID, AWB/tracking number and the relevant tracking update. Tracking scans help investigate the shipment; they do not independently determine return or refund eligibility.

Shipping Charges

Free delivery may be available on eligible products, order values, promotions or destinations.

Matri may introduce, revise, waive, add or revoke shipping/delivery, convenience or handling charges, remote-area surcharges or promotional free-shipping benefits at any time without prior individual intimation. The charge displayed at checkout when the order is placed applies to that order, subject to correction of an obvious system/pricing error and applicable law.

For an eligible satisfaction return based on the actual Customer/Matri Pro Device User’s experience, Matri-arranged pickup from a serviceable Indian address carries a ₹250.00 Reverse Pickup + Handling Fee deducted once from the approved refund. No separate payment is needed. A customer-arranged international return to India has no additional Indian pickup fee when Matri has not arranged one. See the Return Policy for eligibility and the separate product-issue/warranty logistics rules.

Delivery Address

Review the delivery address, PIN/postal code, recipient name and reachable phone number before ordering. Additional costs arising from incorrect, incomplete or unserviceable details may be payable by the customer where permitted.

After dispatch, an address change requiring a different PIN/postal code, country or courier service area cannot be accepted. A minor correction within the same service area may be requested, but acceptance is not guaranteed and depends on courier feasibility.

Where Matri accepts an order modification before shipment, dispatch is rescheduled for the next working day so the revised order can be checked and packed.

Courier delays, lost parcels and unavoidable disruptions

If a parcel is seriously delayed, untraceable or reported lost, Matri asks the courier to investigate. If it cannot reasonably be recovered and another shipment is needed, the primary remedy is reshipment/replacement where feasible, without an additional product charge. The formal RTO rule below takes priority.

Unavoidable disruptions may include local conflicts, riots, civil unrest, severe weather, floods, natural calamities, or government/transport restrictions. Matri checks the courier records and route conditions. Ordinary processing mistakes are not automatically treated as unavoidable events.

A reshipment can face the same disruption. Continued or renewed unrest, weather or restrictions may delay the replacement parcel too. Reshipping cannot guarantee an unaffected route or the original delivery date. A further delay from the same verified event does not, by itself, create automatic refund eligibility.

Matri will share available tracking updates, the next action and an estimated delivery/reshipment time where available. Reshipment may wait until the route is safe and serviceable. If fulfilment remains impractical, Matri will review the case with the customer and provide any legally required remedy. A required remedy cannot be withheld indefinitely.

These delay terms do not remove mandatory consumer rights or block an otherwise eligible defect, wrong-item or payment-error claim. Verified Matri/courier errors are assessed separately. If an approved replacement is unavailable, the stock-resolution choices in the Return Policy apply. Any legally required refund follows the Refund Policy.

Damaged or Tampered Package

If a shipment appears visibly damaged, open or tampered with at handover, you may refuse delivery and immediately contact Matri. If you accept it, record a clear continuous unboxing video from before opening the outer package and preserve all contents, packaging, invoice and shipping label.

48 Business-Hour Delivery Issue Window

• 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.

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.

Customer-Fault RTO Charges

If an order carrying a collected shipping/delivery charge is returned to origin because of wrong or incomplete address/PIN details, an invalid/unreachable number, refusal, repeated non-availability or a similar customer-attributable reason, the shipping/delivery charge is non-refundable. Any otherwise eligible refund is limited to refundable product value.

Partial COD / Partially Paid COD: any advance or partial amount collected when the order is placed is non-refundable in all scenarios, including cancellation, Return to Origin (RTO), refusal, failed delivery, return, refund or change of mind, subject to any non-waivable right under applicable law.

Exceptions and RTO assessment: an advance attributable to an unfulfilled item cancelled by Matri before fulfilment for a Matri-related reason is refunded under the merchant-cancellation terms. Closing an already-dispatched customer-fault RTO is assessed separately under the RTO terms. A verified Matri or courier error is not treated as customer fault; any refund required by applicable law remains payable.