International Shipping Policy

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

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.

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.

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 return based on the Customer/Matri Pro Device User’s satisfaction claim 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 satisfaction returns and refunds

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.

The standard 15-day guarantee is for eligible Matri Pro purchases from the official website delivered to an Indian address. An eligible device delivered overseas may be reviewed under the international return conditions. Raise the request within the applicable return period and obtain Matri’s return instructions before shipping.

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.

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.

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.