Shipping policy

Shipping terms for domestic and international orders are set out below.

Domestic Shipping — India

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

Stage / Status What it means
1. Ready for Dispatch / Shipment Created Your order is prepared for shipping and a shipment booking or AWB (Air Waybill) tracking number may have been created. The next step is courier collection.
2. Pickup Assigned / Pickup Scheduled A courier or pickup executive has been allocated, or a collection request has been scheduled. Physical collection is still awaiting confirmation.
3. Out for Pickup The courier executive is on the pickup route to collect the parcel from Matri.
4. Picked Up The courier records that it has physically collected the parcel from Matri. Courier-network movement can now begin.
5. Dispatched / Shipped The parcel has been handed over for onward movement, usually after pickup or arrival at the origin courier hub. Some systems combine this stage with pickup or transit.
6. In Transit / In-Transit The parcel is moving through the courier network, including sorting facilities, hubs or transport connections, towards its destination. Several transit scans may appear.
7. Reached Destination Hub / At Delivery Centre The parcel has reached a facility serving your delivery area and is awaiting sorting or assignment to a delivery route.
8. Out for Delivery / OFD (Out for Delivery) The parcel is with the local delivery executive for an attempt at your address. Keep your registered phone available; the route may be affected by local operating conditions.
9. Delivered The courier has recorded handover to the recipient. If you have not received the parcel, contact Matri promptly under the delivery-issue reporting window in this policy.

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.

Status / Sequence What it means and what to do
Pickup Exception / Pickup Failed / Pickup Rescheduled Collection could not be completed or has been moved to another slot. Matri coordinates the pickup follow-up with the courier.
Delayed / On Hold / Shipment Exception Movement or delivery is temporarily interrupted. Check the courier's recorded reason and contact Matri if action is needed. Verified unrest, severe weather or other unavoidable disruptions can also affect a reshipment; the unavoidable-disruption terms in this policy apply.
Undelivered / Delivery Attempted / NDR (Non-Delivery Report) A delivery attempt was unsuccessful, for example because of recipient non-availability, an address issue or refusal. Check the recorded reason and contact Matri promptly if it is incorrect or a reattempt is needed.
Reattempt Requested / Reattempt Scheduled Another delivery attempt has been requested or arranged after an unsuccessful attempt. Timing depends on courier confirmation and serviceability. Once the shipment is formally marked RTO, the order follows cancellation and the applicable refund process; a fresh order is required for another shipment.
RTO (Return to Origin) Initiated The courier has started returning the undelivered parcel to the sender/origin. The order will be cancelled and the applicable refund processed after verification. It cannot be reshipped or reopened at the customer's request; another purchase requires a fresh order.
RTO In Transit The parcel is moving back through the courier network towards Matri's origin address.
RTO Out for Delivery The courier is attempting delivery of the returning parcel to the sender/origin address.
RTO Delivered / Returned to Origin The courier records delivery back to the sender/origin. This is the return journey. Matri verifies receipt, the RTO reason and payment records before confirming cancellation and the applicable refund; the original order will not be reshipped.
RTO Acknowledged Matri has acknowledged receipt of the returned shipment. Cancellation and the applicable refund follow verification and the Refund Policy. The order cannot be reshipped or reopened; place a fresh order to purchase again.
Untraceable / Under Investigation The courier is tracing a parcel whose current location is unclear. Matri coordinates the investigation using available shipment records.
Lost / Marked Lost The courier reports the parcel as lost. Contact Matri with your Order ID and tracking number for verification and the applicable reshipment/replacement process. Safe serviceability, stock and mandatory legal remedies apply. A formally marked RTO order follows the separate cancellation/refund rule.
Damaged in Transit The courier reports damage during movement. Contact Matri for verification and resolution under the applicable damaged-product or delivery-issue terms.
Shipment Cancelled / AWB Cancelled The shipment booking or tracking number has been cancelled. A replacement tracking number may be issued for an active order that has not entered RTO. If the order is formally marked RTO, it follows cancellation and the applicable refund process, with a fresh order required for another purchase.

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.

An approved Matri Pro satisfaction-return pickup arranged by Matri from a serviceable Indian address carries a ₹250.00 Reverse Pickup + Handling Fees deduction from the approved refund. See the Return Policy.

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, Loss and Unavoidable Disruptions

Matri works with third-party logistics (3PL) and courier partners. If a shipment is materially delayed, untraceable or confirmed lost, Matri coordinates a courier investigation. Where a shipment cannot reasonably be recovered and another shipment is required, the primary operational remedy is reshipment/replacement where feasible, without an additional product charge, subject to the RTO rule below.

Delivery can be affected by local conflicts, civil unrest, riots, severe weather, floods, natural calamities, government or transport restrictions, or other unavoidable events beyond reasonable control. Matri assesses the cause using available courier records and the circumstances affecting the route. Ordinary processing errors are not automatically treated as unavoidable events.

A refund is not offered solely because a verified delivery delay results from these unavoidable circumstances. Where another shipment is required, Matri’s operational remedy is reshipment, subject to stock availability and safe, serviceable delivery conditions.

A reshipment may face the same disruption: a replacement parcel can also be delayed by continuing or renewed unrest, severe weather, route restrictions or similar unavoidable events. Reshipping does not guarantee an unaffected route or the original delivery estimate. Matri arranges reshipment when the courier confirms that the destination can be served safely. A further delay caused by the same verified event does not, by itself, create automatic refund eligibility.

Matri will coordinate with the courier and communicate available tracking updates, the next action and an indicative reshipment/delivery timeframe where available. Reshipment may be deferred while the affected route remains unsafe or unserviceable. If disruption continues or fulfilment is no longer reasonably feasible, Matri will review the case with the customer and provide any remedy required by applicable law; these terms do not authorise indefinite withholding of a required remedy.

If the courier formally marks the shipment RTO (Return to Origin), the RTO rule takes priority: Matri cancels the affected order and processes the applicable refund after verification under the Refund Policy. The RTO order cannot be reshipped or reopened, even where an unavoidable event caused the return; another purchase requires a fresh order. Refund amounts and permitted deductions depend on the verified RTO reason and applicable law.

These terms do not remove any non-waivable consumer remedy or apply a delay-only refusal to an otherwise eligible defect, wrong-item or payment-error claim. Verified Matri/courier errors are assessed under the applicable policy. If an approved replacement is unavailable, the separate stock-resolution and refund options in the Return Policy continue to apply. Any legally required refund is processed under 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 Orders: Cancellation, Refund and Fresh Orders

Once a shipment is formally marked RTO (Return to Origin) by the courier, the order will not be reshipped or reopened, even if the customer requests another shipment. Matri will cancel the affected order and process the refund payable under the Refund Policy.
  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.

International Shipping

Scope of International Shipping

This International Shipping Policy applies to orders shipped by Matri to destinations outside India where international checkout and courier service are available.

Order Processing

International orders are generally processed within 5–7 working days from the date of successful order confirmation. Processing may include payment verification, serviceability checks, packaging and export documentation where applicable.

Estimated Delivery Time

After dispatch, international delivery generally takes approximately 10–15 days, depending on the destination, courier network, customs clearance, local holidays, import controls and other factors outside Matri's direct control.

Delivery dates shown at checkout or in tracking are estimates unless expressly stated as guaranteed.

Shipping Charges

International shipping charges depend on the destination, weight/volume and available shipping service and are displayed or confirmed at checkout.

Rates, promotional subsidies and free-shipping benefits may be introduced, revised, waived or revoked without prior individual intimation. The shipping amount displayed or confirmed for the order at checkout applies to that order, subject to an obvious pricing/system error and applicable law.

3PL Courier Partners and Tracking

Matri uses third-party logistics (“3PL”) and courier partners for international shipment movement and last-mile delivery. Tracking information is shared once the shipment is handed over and the carrier generates a tracking reference.

Carrier scans may take time to update, particularly during cross-border transfer, customs processing or handover to a local delivery partner.

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

Stage / Status What it means
1. Ready for Dispatch / Shipment Created Your order is prepared for shipping and a shipment booking or AWB (Air Waybill) tracking number may have been created. The next step is courier collection.
2. Pickup Assigned / Pickup Scheduled A courier or pickup executive has been allocated, or a collection request has been scheduled. Physical collection is still awaiting confirmation.
3. Out for Pickup The courier executive is on the pickup route to collect the parcel from Matri.
4. Picked Up The courier records that it has physically collected the parcel from Matri. Courier-network movement can now begin.
5. Dispatched / Shipped The parcel has been handed over for onward movement, usually after pickup or arrival at the origin courier hub. Some systems combine this stage with pickup or transit.
6. In Transit / In-Transit The parcel is moving through the courier network, including sorting facilities, hubs or transport connections, towards its destination. Several transit scans may appear.
6a. International Transit / Flight Departed The parcel is moving between countries or through an export gateway. Carrier scans may pause during flight or transfer to another logistics partner.
6b. Arrived in Destination Country / Customs Clearance The parcel has reached the destination country and may be undergoing customs checks. Requested documents, duties or taxes follow the customs terms in this policy.
6c. Customs Cleared / Local Courier Handover The shipment has been released for further movement and may be transferred to the destination country's delivery partner. A local tracking reference may be supplied.
7. Reached Destination Hub / At Delivery Centre The parcel has reached a facility serving your delivery area and is awaiting sorting or assignment to a delivery route.
8. Out for Delivery / OFD (Out for Delivery) The parcel is with the local delivery executive for an attempt at your address. Keep your registered phone available; the route may be affected by local operating conditions.
9. Delivered The courier has recorded handover to the recipient. If you have not received the parcel, contact Matri promptly under the delivery-issue reporting window in this policy.

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.

Status / Sequence What it means and what to do
Pickup Exception / Pickup Failed / Pickup Rescheduled Collection could not be completed or has been moved to another slot. Matri coordinates the pickup follow-up with the courier.
Delayed / On Hold / Shipment Exception Movement or delivery is temporarily interrupted. Check the courier's recorded reason and contact Matri if action is needed. Verified unrest, severe weather or other unavoidable disruptions can also affect a reshipment; the unavoidable-disruption terms in this policy apply.
Undelivered / Delivery Attempted / NDR (Non-Delivery Report) A delivery attempt was unsuccessful, for example because of recipient non-availability, an address issue or refusal. Check the recorded reason and contact Matri promptly if it is incorrect or a reattempt is needed.
Reattempt Requested / Reattempt Scheduled Another delivery attempt has been requested or arranged after an unsuccessful attempt. Timing depends on courier confirmation and serviceability. Once the shipment is formally marked RTO, the order follows cancellation and the applicable refund process; a fresh order is required for another shipment.
RTO (Return to Origin) Initiated The courier has started returning the undelivered parcel to the sender/origin. The order will be cancelled and the applicable refund processed after verification. It cannot be reshipped or reopened at the customer's request; another purchase requires a fresh order.
RTO In Transit The parcel is moving back through the courier network towards Matri's origin address.
RTO Out for Delivery The courier is attempting delivery of the returning parcel to the sender/origin address.
RTO Delivered / Returned to Origin The courier records delivery back to the sender/origin. This is the return journey. Matri verifies receipt, the RTO reason and payment records before confirming cancellation and the applicable refund; the original order will not be reshipped.
RTO Acknowledged Matri has acknowledged receipt of the returned shipment. Cancellation and the applicable refund follow verification and the Refund Policy. The order cannot be reshipped or reopened; place a fresh order to purchase again.
Untraceable / Under Investigation The courier is tracing a parcel whose current location is unclear. Matri coordinates the investigation using available shipment records.
Lost / Marked Lost The courier reports the parcel as lost. Contact Matri with your Order ID and tracking number for verification and the applicable reshipment/replacement process. Safe serviceability, stock and mandatory legal remedies apply. A formally marked RTO order follows the separate cancellation/refund rule.
Damaged in Transit The courier reports damage during movement. Contact Matri for verification and resolution under the applicable damaged-product or delivery-issue terms.
Shipment Cancelled / AWB Cancelled The shipment booking or tracking number has been cancelled. A replacement tracking number may be issued for an active order that has not entered RTO. If the order is formally marked RTO, it follows cancellation and the applicable refund process, with a fresh order required for another purchase.

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.

Courier Delays, Loss and Unavoidable Disruptions

Matri works with third-party logistics (3PL) and courier partners. If a shipment is materially delayed, untraceable or confirmed lost, Matri coordinates a courier investigation. Where a shipment cannot reasonably be recovered and another shipment is required, the primary operational remedy is reshipment/replacement where feasible, without an additional product charge, subject to the RTO rule below.

Delivery can be affected by local conflicts, civil unrest, riots, severe weather, floods, natural calamities, government or transport restrictions, or other unavoidable events beyond reasonable control. Matri assesses the cause using available courier records and the circumstances affecting the route. Ordinary processing errors are not automatically treated as unavoidable events.

A refund is not offered solely because a verified delivery delay results from these unavoidable circumstances. Where another shipment is required, Matri’s operational remedy is reshipment, subject to stock availability and safe, serviceable delivery conditions.

A reshipment may face the same disruption: a replacement parcel can also be delayed by continuing or renewed unrest, severe weather, route restrictions or similar unavoidable events. Reshipping does not guarantee an unaffected route or the original delivery estimate. Matri arranges reshipment when the courier confirms that the destination can be served safely. A further delay caused by the same verified event does not, by itself, create automatic refund eligibility.

Matri will coordinate with the courier and communicate available tracking updates, the next action and an indicative reshipment/delivery timeframe where available. Reshipment may be deferred while the affected route remains unsafe or unserviceable. If disruption continues or fulfilment is no longer reasonably feasible, Matri will review the case with the customer and provide any remedy required by applicable law; these terms do not authorise indefinite withholding of a required remedy.

If the courier formally marks the shipment RTO (Return to Origin), the RTO rule takes priority: Matri cancels the affected order and processes the applicable refund after verification under the Refund Policy. The RTO order cannot be reshipped or reopened, even where an unavoidable event caused the return; another purchase requires a fresh order. Refund amounts and permitted deductions depend on the verified RTO reason and applicable law.

These terms do not remove any non-waivable consumer remedy or apply a delay-only refusal to an otherwise eligible defect, wrong-item or payment-error claim. Verified Matri/courier errors are assessed under the applicable policy. If an approved replacement is unavailable, the separate stock-resolution and refund options in the Return Policy continue to apply. Any legally required refund is processed under the Refund Policy.

Customs Duties, Taxes and Import Charges

The recipient is responsible for customs duty, import tax, brokerage, clearance charges or other destination-country charges unless expressly stated otherwise at checkout. These amounts are imposed by third parties or authorities and are not part of Matri's product price.

Customers are responsible for ensuring that the ordered product can lawfully be imported into the destination country. A shipment held, refused or returned by customs because of local import restrictions may be handled based on the actual circumstances and costs incurred.

Delivery Address and Recipient Details

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.

Damaged, Incorrect or Incomplete International Orders

  • 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.

International Return, Exchange & Replacement Logistics

Matri does not presently provide routine overseas reverse pickup. Approved international return, exchange, replacement, inspection or warranty-service cases require the customer to arrange and pay shipment to the authorised India return/service address communicated by Matri, unless Matri confirms a specific alternative in writing.

Any specifically available Matri-arranged international reverse service is chargeable as communicated. Do not send a parcel to an office or warehouse without approved return instructions.

  • Indian-address satisfaction pickup: if an approved Matri Pro satisfaction return is physically available at a serviceable Indian address and Matri arranges reverse pickup, ₹250.00 Reverse Pickup + Handling Fees will be deducted once from the final approved refund.
  • Indian-address verified product-issue pickup: for an approved exchange/replacement or warranty-service case, Matri may arrange reverse pickup at its cost from a serviceable Indian address, subject to claim approval and availability. This separate option does not waive the satisfaction-return charge.
  • International reshipment: the customer pays the current destination-specific forward-shipping charge in advance after approved exchange, replacement, repair or service. The original order's shipping charge, including a lower, discounted, subsidised or promotional historical rate, does not carry forward, create a credit or cap the reshipment price.

Customer-arranged return packing, customs declarations, export/import compliance, insurance and transit risk remain the sender's responsibility until Matri receives the parcel. Customs duties, import taxes, brokerage, insurance and destination-country charges remain customer-borne unless Matri confirms otherwise.

International Returns and Refunds

The standard 15-day User Satisfaction Guarantee facilitation is for eligible Matri Pro devices purchased directly from Matri and delivered to an Indian shipping address. An eligible device delivered outside India may be reviewed under the international self-return conditions, with the request raised within the applicable return period.

The customer must arrange and pay reverse shipment to the authorised Matri address in India, or use the approved Indian-address pickup option subject to the ₹250.00 satisfaction-return deduction. After receipt and quality-inspection approval, only the eligible product value can be refunded.

Original international shipping charges, customer-arranged reverse shipping, customs duties, import taxes, insurance, brokerage, clearance fees and other return-logistics charges are non-refundable, subject to any non-waivable right under applicable law.

RTO Orders: Cancellation, Refund and Fresh Orders

Once a shipment is formally marked RTO (Return to Origin) by the courier, the order will not be reshipped or reopened, even if the customer requests another shipment. Matri will cancel the affected order and process the refund payable under the Refund Policy.
  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.

International Customer-Fault RTO Charges

If a shipment is returned because of incorrect/incomplete address or postal details, an unreachable number, refusal, non-availability, failure to complete customer-side import/customs requirements or another customer-attributable reason, the international shipping charge and already-incurred carrier, customs or clearance costs are non-refundable. Any otherwise eligible refund is limited to refundable product value after applicable deductions.

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.

Warranty and Extended Warranty for International Customers

Eligible international customers may purchase the 12-month Extended Warranty. If service requires shipment to India while the customer is overseas, the customer arranges and pays that shipment. If the device is physically available at a serviceable Indian address, Matri may arrange approved warranty reverse pickup at its cost, subject to serviceability and prior approval.

After approved warranty repair, replacement or service, free forward shipment is limited to a serviceable Indian address. Shipment outside India requires advance payment of the then-current international destination rate; the original order's shipping rate is not transferable or adjustable against it. Customs, duties, taxes, insurance and brokerage remain customer-borne unless otherwise confirmed.

Eligibility, Device ID/code rules, exclusions and coverage are set out in the Warranty Policy.

Cancellation and Refunds

Order cancellation is governed by the Cancellation Policy. Approved refunds and payment-discrepancy cases are governed by the Refund Policy.

Company Information

Silifarm Technologies Private Limited

  • GSTIN: 19ABECS0927N1ZW
  • CIN: U32309WB2020PTC238528
  • Registered Address: LP. JH 1/9 Banipur, Charu Chand Pal Rd, Howrah, West Bengal, India – 711304
  • Office Address: 2nd Floor, 20/1/5 Bhagaban Chatterjee Lane, Kadamtala, Howrah, West Bengal – 711101

Contact & Grievance

Use the contact page or a support channel below. For order-related requests, include your Order ID, registered contact details and relevant supporting evidence. For warranty claims, include your Device ID or invoice where available. If a complaint remains unresolved, use the grievance escalation details below.

Customer support: Monday–Saturday, 11 AM–6 PM (IST). Closed on Sundays and holidays.

Email response time: email responses may take up to 24 working hours.

For email responses, working hours are counted only within the customer-support schedule above. Sundays, holidays and time outside that schedule do not count. This estimate concerns an initial reply, not the time needed to resolve a case. Statutory grievance deadlines remain separate.

Contact Matri

Grievance Escalation Matrix

Formal consumer grievances: complaints are acknowledged within 48 hours and redressed within one month of receipt, as required by applicable Indian e-commerce law. The routine email-response estimate does not extend these deadlines.