Frequently asked questions

Matri Pro is a compact, portable, rechargeable, non-invasive and wearable TENS-based device for drug-free relief from menstrual pain. It is a CDSCO-approved Class B medical device.

It uses TENS (Transcutaneous Electrical Nerve Stimulation) and Comfort Wave Technology. Gentle electrical pulses help block pain signals from reaching the brain and can trigger the release of natural endorphins.

Lower abdomen or lower back and inner thighs for period cramps. Use on clean, dry skin and follow the placement guide.

Many users feel relief within minutes. Typical sessions are 10–15 minutes and can be repeated as needed.

Three pulse modes: F1, F2 and F3. Switch between them to find what feels best for you.

31 levels from 00 to 30. Start low and increase gradually until comfortable.

Up to about 270 minutes on a full charge. Do not use the device while charging.

Do not use if you are pregnant, have a pacemaker or heart condition, have epilepsy, infections, open wounds, or undiagnosed pain. If unsure, consult a doctor.

The box includes a Matri Pro device, one pair of gelpads, an attaching clip, a wired gelpad connecting cable, a Type-C charging cable and a user manual.

Normally after 25–30 uses or when the gelpads lose stickiness; this varies by user and handling. Keep them clean and dry and covered with the white protective film when not in use to extend their life.

The Customer/Matri Pro Device User (the actual user) should follow the operating instructions: charge fully using the Type-C cable, replace old gelpads if needed, check connections and adjust intensity gradually.

If the device still does not work, contact +91 82408 39595 or hello@mymatri.com. The purchaser can coordinate support, but the actual user’s description helps Matri assess the issue.

Yes. Matri Pro includes a 12-month warranty against manufacturing defects. Keep your invoice and Device ID handy. An optional 12-month Extended Warranty normally costs ₹299.00 and can provide up to 24 months of coverage from the original purchase date. Each code covers one eligible Device ID, and each Device ID registers once. Extended Warranty fees are non-refundable, subject to mandatory legal rights. Read the Warranty Policy for eligibility and exclusions.

Customer/Matri Pro Device User means the person who actually uses Matri Pro. The purchaser may be someone else, such as a partner or family member buying it as a gift.

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.

All eligibility, return-period and inspection conditions in the Return Policy apply.

₹250.00 deducted once from the approved refund. This is the Reverse Pickup + Handling Fee when Matri arranges an approved satisfaction-return pickup from a serviceable Indian address. No separate payment is required. The remaining approved refund is processed after Matri receives the device and approves it after inspection.

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.

Sending an eligible international satisfaction return to India yourself? You arrange and pay the actual reverse-shipping and related costs. Matri does not deduct an additional ₹250.00 Indian reverse-pickup fee when it has not arranged an Indian pickup.

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.

See the Return Policy and Refund Policy.

If your refund has been processed and an RRN (Retrieval Reference Number) has been generated, you may contact your bank directly with the refund RRN to trace the refund, confirm whether it has been credited or raise a refund-related query.

Share the refund amount, processing date and original payment details with the bank. For some payment methods, the reference may be an ARN or UTR; use the refund reference provided.

If you have not received the reference, contact Matri with your Order ID to request the available reference and refund confirmation. Matri can also assist if the bank cannot resolve the query. Read the Refund Policy.

No. Once the courier formally marks a shipment RTO (Return to Origin), Matri will cancel the affected order and process the applicable refund after verifying the RTO reason, payment and returned parcel where required. The order cannot be reshipped or reopened, even on request. You must place a fresh order to purchase again.

The refund amount follows the verified reason and applicable deductions in the Refund Policy. An approved RTO refund is normally initiated within 5–7 banking days after the required verification and approval; actual bank credit timing can vary. A verified Matri or courier error is not treated as customer-fault RTO. See the Shipping Policy for details.

Yes. Repeated customer-requested cancellations or unjustified delivery refusals may lead to a permanent (lifetime) restriction on future orders if Matri reasonably verifies a pattern of misuse, avoidable fulfilment loss or abuse. Registered account details, email, order history and relevant security signals may be reviewed. A shared IP address alone is not sufficient for a permanent restriction.

Legitimate cancellations, good-faith complaints, defect or warranty claims, and verified Matri or courier errors are not treated as misuse merely because they occur more than once. Approved refunds, existing warranty obligations and statutory remedies remain available. If you believe a restriction is mistaken, contact Matri for review using the channels in the Cancellation Policy. Read the Terms & Conditions and Privacy Policy.

A refund is not offered solely because a verified delivery delay is caused by local conflicts, civil unrest, riots, severe weather, natural calamities or a similar unavoidable event beyond reasonable control. Matri coordinates a courier investigation. Where another shipment is needed, the operational remedy is reshipment, subject to stock and safe, serviceable delivery conditions.

The reshipment can face the same or a renewed disruption, so reshipping does not guarantee the original delivery estimate. Matri communicates available updates and reviews the next step if disruption continues. A further delay due to the same verified event does not, by itself, create automatic refund eligibility.

If the courier formally marks the shipment RTO (Return to Origin), the order follows cancellation and the applicable refund process, with a fresh order required for another purchase. Approved replacement-stock options and mandatory consumer remedies remain available. Read the Shipping Policy and Refund Policy.

Customer support is available Monday–Saturday, 11 AM–6 PM (Indian Standard Time / IST). We are closed on Sundays and holidays. Messages received outside support hours are reviewed during the next available support period. Use the channels on our Contact Us page.

Email responses may take up to 24 working hours for an initial reply. For this estimate, working hours are counted only during Monday–Saturday, 11 AM–6 PM (IST); Sundays, holidays and time outside that schedule do not count.

This is an initial-response estimate, not a case-resolution deadline. Formal consumer grievances follow the separate acknowledgement and redress deadlines in the Contact & Grievance section of our policies. Include your Order ID and registered contact details where relevant. See the Contact Us page.