Return Policy

Eligible Products

Only eligible Matri Pro Menstrual Pain Relief Devices can be returned under the User Satisfaction Guarantee.

Gel pads, accessories, gift wrap, menstrual cups, body razors, cables, chargers, add-ons and other personal-care or intimate-use products have no customer-choice return, exchange or refund for size, colour, variant, accidental selection, preference or change of mind. Verified faults, transit damage, wrong items or incorrect quantities are handled as separate issue-resolution cases.

Satisfaction Guarantee

The standard 15-day User Satisfaction Guarantee from the date of delivery applies only to eligible Matri Pro devices purchased directly from our official website and delivered to an Indian shipping address. If you try the device as instructed and still do not find relief from menstrual cramps, you may request a satisfaction return.

An eligible device delivered outside India may be reviewed only under the international return conditions below; overseas reverse pickup is not routinely provided.

• Raise the return request within the applicable return period.
• Return the device with all original accessories, packaging, manuals and invoice.
• The device must not be physically damaged, tampered with or misused.
• The guarantee does not cover gel pads, accessories, gift wrap, menstrual cups or other products.

All returned devices undergo quality inspection before refund approval. Permitted trial use of an eligible Matri Pro according to its instructions is part of the Satisfaction Guarantee.

Matri Pro Satisfaction Returns — ₹250.00 Reverse Pickup Charge

For an approved Matri Pro return under the User Satisfaction Guarantee, a reverse-pickup and handling fee of ₹250.00 will be deducted once from the final approved refund amount when Matri arranges pickup from a serviceable Indian address. No separate payment is required for this fee. The remaining approved refund will be processed after Matri receives the device and completes the required quality inspection.

The charge applies to satisfaction-related returns where an eligible customer has tried Matri Pro as instructed but does not find relief. It also applies if an eligible international customer makes the device available at an Indian address for a satisfaction-return pickup. The satisfaction-return fee is separate from the logistics terms for verified faulty, damaged, wrong-item, incorrect-quantity or warranty-service cases.

For an eligible international satisfaction return shipped directly to India by the customer, the customer bears the actual reverse-shipping and related costs. After inspection approval, only the eligible product value is refundable; original international shipping, return shipment, customs, duties, insurance, brokerage and other return-logistics costs are non-refundable. Matri does not deduct an additional Indian reverse-pickup fee when it has not arranged an Indian pickup.

Damaged, Faulty or Incorrect Products

• 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.

If a parcel appears visibly open, damaged or tampered with at handover, you may refuse delivery and immediately inform Matri. If accepting the parcel, record a clear continuous unboxing video from before opening the outer package. For a device-function complaint, Matri may request a demonstration video, Device ID or support video call before authorising product movement.

Exchange & Return Review

As Matri is a women’s hygiene and wellness brand, exchanges are not automatic. For health, hygiene and quality-control reasons, any exchange or replacement request is reviewed by our team and is processed only after the reported issue, product condition and eligibility are satisfactorily verified.

Important distinction — Exchange/Replacement is not the same as a Matri Pro Satisfaction Guarantee return or a Warranty claim. These are three separate resolution routes with different eligibility conditions. A general exchange or replacement request applies only to an eligible damaged, faulty, incorrect or otherwise verified product issue. A Matri Pro Satisfaction Guarantee return is a separate 15-day return route available only for eligible Matri Pro purchases. A Matri Pro Warranty claim is handled separately under the Warranty Policy for manufacturing-defect/service cases and should not be treated as a standard exchange or return request.

This verification requirement does not limit any remedy available under applicable law for a defective, damaged, incorrect or otherwise non-conforming product.

• Only eligible products received in a damaged, faulty, or incorrect condition are considered for exchange or replacement, subject to verification by our Customer Support and/or Quality Team.
• No change-of-mind return, exchange, or refund will be accepted.
• Returns or exchanges will not be accepted for personal preference, incorrect selection, or other non-product-related reasons.
• For verified hygiene/product-issue cases, preserve the product in the condition received and keep its original packaging, invoice, tags, manuals and accessories wherever applicable. Eligible Matri Pro trial use is assessed under the separate Satisfaction Guarantee conditions.

Depending on the verified issue, product condition, availability and inspection, Matri may provide repair, replacement, dispatch of a missing item, an approved refund or another appropriate lawful resolution. The Customer Support and/or Quality Team determines the resolution after verification.

Approved Exchanges, Replacements and Stock Availability

Exchanges and replacements are not automatic. As Matri is a women’s hygiene and wellness brand, an eligible request must first be reviewed and approved by our Customer Support and/or Quality Team after verification of the reported issue, product condition and eligibility.

If an approved exchange or replacement cannot be supplied because the required item, size, colour or variant is currently out of stock, Matri will contact the customer to discuss a suitable resolution. The same stock-resolution process applies to an approved reshipment for a confirmed lost shipment. Warranty-service claims continue to follow the separate Warranty Policy.

1. Check the approved item: Matri checks availability of the approved product and required size, colour or variant.
2. Choose how to proceed: the customer may wait for restocking and dispatch/reshipment, choose a refund, or agree to a suitable available alternative.
3. Carry out the customer’s choice: if the customer chooses a refund, Matri will process the approved refund from its end under the Refund Policy, after any required return and inspection. If the customer chooses to wait, Matri will communicate the estimated restocking/dispatch timeframe and any further delay. An alternative product, additional charge or changed arrangement requires the customer’s agreement before proceeding.

The original eligibility and hygiene restrictions continue to apply; mentioning a size, colour or variant shortage does not create eligibility for a preference-related exchange. A customer will not be required to accept store credit or a different product in place of a refund required by law. Refund eligibility and the amount payable are assessed against the original purchase and the approved claim, rather than the nominal or zero value of a replacement order. Warranty service and the Matri Pro Satisfaction Guarantee remain separate resolution routes. A stock shortage does not automatically create a full purchase-price refund for every warranty-service claim; the applicable warranty remedy and non-waivable legal rights continue to apply.

Example: the Customer Support/Quality Team approves an exchange after verifying that the wrong colour variant was supplied, but the correct variant is temporarily unavailable. Matri will contact the customer, who may choose to wait for the correct variant to be restocked and dispatched, or choose an approved refund after any required return and inspection. A suitable alternative will be supplied only with the customer’s agreement.

How the Three Matri Pro Resolution Routes Differ

• Exchange / Replacement: for an eligible product issue such as a damaged, faulty or incorrect product, after verification.
• 15-Day Satisfaction Guarantee: a separate return facility applicable only to eligible Matri Pro devices purchased directly from our official website and subject to the Satisfaction Guarantee conditions above.
• Warranty Service: a separate after-sales service route for eligible Matri Pro manufacturing-defect cases under the Warranty Policy. The available warranty resolution is determined after technical/quality assessment and is not automatically treated as a refund or ordinary product exchange.

International Satisfaction Guarantee, Exchange & Replacement

Routine overseas reverse pickup is currently unavailable. For an approved international return, exchange or replacement, the customer must arrange and pay shipment to the authorised Matri return address in India, or pay any reverse-shipping service specifically confirmed by Matri.

• Satisfaction return: only the eligible product value can be refunded after receipt and inspection approval. Original international shipping and all reverse-logistics, customs, duties, insurance and brokerage costs are non-refundable.
• Indian-address satisfaction pickup: where the approved device is physically available at a serviceable Indian address and Matri arranges pickup, ₹250.00 Reverse Pickup + Handling Fees are deducted once from the final approved refund.
• Verified product-issue exchange/replacement: Matri may arrange an approved reverse pickup from a valid serviceable Indian address without a reverse-pickup charge. This separate option does not waive the satisfaction-return fee.
• Reshipment: international forward shipping after approved exchange, replacement or service is chargeable in advance at the destination rate applicable at the time of reshipment. The original order's lower, promotional or historical shipping amount does not create a credit or cap the current charge.

Customer-arranged return packing, customs declarations, export/import paperwork, insurance and transit risk remain the sender's responsibility until Matri receives the parcel. See the International Shipping Policy for complete logistics terms.

Menstrual Cup Size Exchange

For hygiene and safety reasons, no size exchange is permitted for Menstrual Cups once the order has been placed.

If a Menstrual Cup shipment is refused or rejected at the time of delivery due to size preference, change of mind, or size-exchange disapproval, no replacement will be provided under the size-exchange route.

Please review the size guide carefully before placing your order. For help choosing the right size, contact Matri before purchase.

Return Inspection and Customer-Fault RTO

Authorised returns must be safely packed with the original items requested by support. Refund, replacement or other resolution may remain pending until receipt and quality/serial verification. Unauthorised opening, intentional damage, misuse, liquid or burn damage, broken wires/connectors, missing serial identification or tampering unrelated to the reported issue may cause a claim to be declined after inspection, subject to applicable law.

A customer-fault RTO is separate from a product-defect return. Collected shipping/delivery charges are non-refundable for customer-attributable RTO, and any otherwise eligible refund is limited to refundable product value. Partial COD advances follow the non-refundable rule in the Refund Policy, subject to mandatory legal rights.

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.

Refunds Related to an Approved Return

If an approved return results in a refund, the refund method and processing timeline will be governed by the Refund Policy.