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Cancellations

• MATEMART ensures that your order is safely delivered to you within the promised delivery timeline. However, if you have ordered a wrong product you may cancel the order through your MATEMARTAccount.

• If it is Prepaid Order, the amount will be refunded to you in accordance with our Refund Policy. A cancellation request cannot be made after your order is confirmed.

Step to Follow

Login to your MATEMART account

Login --> My Order --> Cancel Order

Please Note:

• If it is Pre paid Orders, the amount will be refunded to you, in accordance with our Refund Policy

• A Cancellation request cannot be made after your order is confirmed.

Order Cancelations Criteria

• Under some rare situations MATEMART can also raise an order cancellation request. These Situation would be :-

1. Unavailability of Products
2. Incorrect pricing or description of the Products
3. Payment fraud suspicion by our Credit & Fraud avoidance department
4. Non Serviceability of buyer’s address by our Logistics partner

Returns

• We consistently work towards the protections of our customer’s interest. Hence we offer you can easy and streamlined process to return the products, whenever applicable.

Please Note:

• You can place a Return request within 24 Hours of Order Delivery. However, in case of Damaged/Missing/Empty Package/Wrong Product, the Return request should be filed within 1 days of Delivery, customer needs to inform us through Email (support@matemart.in) or Call us at +91 76000 03515 (Helpline Number) within 24 hours from the time of delivery

• Return request will be reviewed by MATEMART team

• If required any technical support will redirect to Brands/Manufacturer/Vendors

• After approval, pick up of the product will be arranged through our logistics partner in next 2-3 days.

• If our reverse pickup services are not available on your address, we will ask you to dispatch the product. The Logistics charges will be reimbursed by Mate Mart.

• After the product is received, it is verified against your claim and accordingly, Replacement or Refund is initiated. Please note that replacement would be depending upon the stock availability.

• Products marked as "non-returnable" on the product detail/Detailed description page cannot be returned

Return/Replacement are accepted under the following cases:

• Wrong product – wrong colour/size/style

• Wrong item Delivered

• Defective products – Manufacturing defect/ Non – functioning (Not applicable, if the product is under Manufacturer warranty)

• Damaged product – Physical damage/Tampered product or packaging

• Wrong Quantities – Missing products/parts

Return/Replacement are not accepted under the following cases:

• If products are altered/used

• If product returned without original packaging (price tags, labels, accessories, box)

• If Serial number/ label is tampered

• For Damaged/Missing/Empty Package/Wrong product that is reported after 24 Hours of the delivery

• For Products sold under specific promotions/demand

• No longer needed/Quality low.

Refund

• MATEMART offers easy and quick Refund on your refund Orders.

Refunds are generally initiated in the following scenarios:

• When Prepaid Orders are cancelled as per our Cancellation policy

• If our Logistics partner is unable to deliver the product

• If you wish to return the products in accordance with our return policy

Refund gets Declined in the following scenarios:

• Return request is made outside the specified time frame of 7 days.

• If the Product is damaged by the customer, in any manner as may be determined by MATEMART at its sole discretion.

• If the product received by us is not as per claim or missing accessories, label, stickers

How Refund process follow:

• In case of pre-paid order, the refund will be processed through payment gateway or any other online banking / electronic funds transfer system approved by Reserve Bank India and will reflect in same account of customer buying the Product from where customer has paid the transaction amount.

• For cash on delivery transactions, refunds, if any, will be made via demand draft/NEFT/Cheque etc. in favour of the customer buying the Products, as per the details provided by the customer.

Refund Processing Timelines:

• After placing of refund request, amount will be refunded to the customer based on the payment mode chosen by the customer at the time of placing the order.

• Refunds depends upon the Mode of payment. Please refer to the list below:

• In case of any Clarification or If you have not received the refund within the stipulated time, kindly contact your banks customer care number to know the status of the transaction.