Terms & Conditions

1. About These Terms

These Terms & Conditions govern your access to and use of mymatri.com, the Matri online store, and related services.

Company (also referred to as “the Company,” “We,” “Us,” or “Our”) means Silifarm Technologies Private Limited, having its Registered Office at LP. JH 1/9, Banipur, Charu Chand Pal Road, Howrah, West Bengal – 711304, and its Manufacturing & Corporate Office at 2nd Floor, 20/1/5 Bhagaban Chatterjee Lane, Kadamtala, Howrah, West Bengal – 711101.

By using the website or placing an order, you agree to these Terms together with the policies linked from our Policy Centre. If you do not agree, please do not use the website or place an order.

Definitions

“Company,” “We,” “Us” and “Our” mean Silifarm Technologies Private Limited; “Country” means India; “Website” or “MyMatri” means mymatri.com; “Service” means the website and related services; “Website-access device” means the phone, computer or other apparatus used to access the Service; and “You” means the individual or entity using it. “Affiliate” means an entity controlling, controlled by or under common control with another entity, with control generally meaning ownership of more than 50% of voting rights or an equivalent management-control arrangement. Definitions apply to singular and plural forms.

In these policies, customer/purchaser identifies the person placing or paying for the order. For satisfaction, relief and device-use feedback, Customer/Matri Pro Device User identifies the actual device user. The purchaser may contact Matri on that person’s behalf. Payment, delivery and account obligations remain governed by the relevant order terms.

2. Eligibility and Account Information

You must provide accurate, current and complete information when placing an order or creating an account. If you are under 18, you should use the website only with the involvement of a parent or legal guardian.

You are responsible for keeping account credentials confidential and for activities carried out through your account, except where applicable law provides otherwise.

By using MyMatri, you confirm that you are legally capable of entering the relevant transaction or agreement. The Privacy Policy also explains how your information is collected, used, shared and protected.

3. Product Information

We make reasonable efforts to present product descriptions, specifications, images, availability and instructions accurately. Minor differences in colour, packaging or presentation may occur because of screen settings, production updates or packaging revisions.

The Customer/Matri Pro Device User must follow Matri Pro’s instructions, warnings and eligibility information. Purchasers buying for someone else should pass these instructions to the actual user. All other products must also be used according to their instructions.

4. Orders, Acceptance and Availability

Submitting an order is an offer to purchase. An order may be subject to payment verification, stock availability, serviceability, fraud checks and other reasonable verification before fulfilment.

Matri may decline, temporarily hold or cancel an unfulfilled order for reasonable reasons such as stock, payment, serviceability, suspected fraud, a material pricing/technical error or a legal restriction. Matri will communicate the status and next steps. Confidential internal checks need not be disclosed except where legally required.

If Matri cancels unfulfilled items before fulfilment for a Matri-related reason, Matri refunds the amounts paid for those items, associated delivery charges and attributable Partial COD advances, without a customer cancellation fee. See the Cancellation Policy and Refund Policy.

Exchanges and replacements require Customer Support and/or Quality Team approval. If the approved item, size, colour or variant is unavailable, Matri will contact the customer. The customer may wait for restocking, agree to an alternative or choose a refund. An approved refund follows any required return and inspection. See the Return Policy and Refund Policy. Warranty-service claims follow the separate Warranty Policy.

5. Prices, Payments and Invoices

Prices, taxes, shipping charges, COD/Pay-on-Delivery charges, optional services and other applicable charges are shown at checkout or on the relevant product/service page.

Payments are processed through authorised payment providers. Matri does not intentionally store full card numbers, CVV, UPI PINs or net-banking passwords. Please refer to our Privacy Policy for details.

Matri may introduce, revise, waive, add or revoke shipping/delivery, convenience or handling charges and promotional free-shipping benefits without prior individual intimation. The charges displayed or confirmed at checkout when the order is placed apply to that order, subject to correction of an obvious pricing/system error and applicable law.

Promotions, Features and Special Offers

Promotions, contests, special features, discounts, bundles, warranty offers and other campaigns may have additional terms communicated with the offer. Participation constitutes agreement to those applicable campaign terms.

6. Shipping, Delivery and 3PL Courier Partners

The Shipping Policy explains domestic and international delivery. Section 17 below covers courier investigation, reshipment and unavoidable disruptions. A verified unavoidable delay alone does not qualify for a refund. Any reshipment depends on safe serviceability and may face the same disruption.

7. Cancellation

Cancellation is governed by the Cancellation Policy. A request must be raised within the permitted cancellation window and may no longer be possible once the order has been processed, packed, handed over for fulfilment or dispatched.

RTO (Return to Origin): once the courier formally marks a shipment RTO, Matri will cancel the affected order and process the applicable refund after verification. The order cannot be reshipped or reopened at the customer’s request; another purchase requires a fresh order. See the Shipping Policy and Refund Policy for the process, deductions and timeline.

8. Returns, Refunds and Product Issues

Return eligibility, hygiene restrictions, damaged/incorrect product handling and the Matri Pro Satisfaction Guarantee are governed by the Return Policy. Approved refunds and payment-discrepancy cases are governed by the Refund Policy.

Satisfaction is assessed from the actual Customer/Matri Pro Device User’s experience after use as instructed. A purchaser’s opinion alone does not replace that feedback. The User Satisfaction Guarantee is separate from product-defect and warranty claims, and its eligibility, return period and pickup/refund terms apply.

9. Warranty and Extended Warranty

Warranty coverage and registration are governed by the Warranty Policy.

Extended Warranty is sold as a service code. Customers may purchase one or more codes; each code can be registered against one eligible Device ID only, and each Device ID can be registered for Extended Warranty only once.

Extended Warranty service fees are strictly non-refundable to the maximum extent permitted by applicable law, whether purchased as a standalone service or clubbed, bundled or purchased together with other items.

10. Acceptable Use

You must not use the website to commit an unlawful act, attempt unauthorised access, interfere with site security or availability, transmit malicious code, impersonate another person, scrape or misuse data unlawfully, or infringe the intellectual-property or privacy rights of others.

You must not probe, scan or test vulnerabilities without permission, send unlawful or unsolicited promotional messages through the Service, or transmit/store unlawful, defamatory, obscene, threatening, abusive, hateful or rights-infringing material.

Suspension or Termination

Matri may reasonably restrict, suspend or terminate access for suspected fraud, security risk, misuse, unlawful activity or material breach of these Terms. Rights and obligations that by their nature survive termination continue to apply.

Repeated Cancellations and Account Restrictions

The review may use order and delivery history, account ID, registered email, contact details and lawfully available security signals, including IP addresses. Linked accounts must be reasonably verified. A shared IP address alone is not enough to identify a customer or impose a permanent ban. The Privacy Policy explains how this information is handled.

Legitimate cancellation requests, good-faith complaints, defect or warranty claims, and cancellations caused by verified Matri or courier errors are not treated as misuse merely because they occur more than once. A restriction does not cancel any approved refund, existing warranty obligation, grievance access or non-waivable consumer right.

Review of a mistaken restriction: if you believe a restriction was applied incorrectly, contact Matri through the Contact & Grievance channels below with your Order ID and registered contact details. Matri will review the relevant records. Confidential fraud-prevention or security methods need not be disclosed, except where required by law.

Example: a verified pattern of placing orders and repeatedly refusing correctly addressed deliveries without a valid reason may lead to a permanent restriction on future orders. Refusing a fully prepaid parcel wrongly shown as COD is reviewed as a payment or courier error, not as cancellation abuse.

11. Intellectual Property

Unless otherwise stated, the website, Matri brand assets, product content, text, graphics, designs, videos and other materials are owned by or licensed to Silifarm Technologies Private Limited. They may not be reproduced, modified, sold, publicly distributed or commercially exploited without appropriate permission, except as permitted by law.

12. Reviews and User-Submitted Content

If you submit a review, photograph, video or comment, it must be lawful, accurate and respect other people’s rights. A review about Matri Pro relief or satisfaction should reflect the Customer/Matri Pro Device User’s actual experience. If you post for another person, make that clear and obtain their permission. We may moderate or remove content that is unlawful, misleading, abusive, infringing or unrelated to the relevant service or product.

User submissions must not be misleading, infringing, harassing, hateful, obscene, privacy-invasive, fraudulent, malicious or spam-like, or impersonate another person or conceal their source. Matri may moderate, remove or restrict access to such content to the extent permitted by law and platform functionality.

13. Third-Party Services and Links

The website may use or link to payment gateways, couriers, social platforms and other independent third-party services. Their own terms and privacy practices may apply to activities conducted on their systems.

14. Service Availability and Disclaimers

We aim to keep the website accurate and available, but do not guarantee uninterrupted or error-free access. Maintenance, technical faults, internet failures, third-party outages and events outside reasonable control may temporarily affect the service.

Nothing in these Terms excludes warranties, guarantees, remedies or liabilities that cannot lawfully be excluded under applicable consumer law.

The website and digital Service are provided on an “as is” and “as available” basis to the extent permitted by law. We do not guarantee malware-free operation or that all information remains current at every moment. Product-specific warranties are governed separately by the applicable warranty policy.

15. Limitation of Liability

To the maximum extent permitted by applicable law, Matri is not responsible for indirect, incidental or consequential loss that was not reasonably foreseeable or that results from misuse of a product, unauthorised website use, third-party systems or events outside our reasonable control.

This clause does not limit liability where such limitation is prohibited by law, including liability for fraud, wilful misconduct, or statutory consumer remedies that cannot be waived.

16. Indemnity

To the extent permitted by applicable law, you agree to indemnify and hold harmless the Company and its directors, officers, employees and agents from third-party claims, liabilities, losses or reasonable costs arising from unlawful use of the Service, violation of these Terms or infringement of another party's rights.

17. Events Beyond Reasonable Control

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.

18. Governing Law and Dispute Resolution

These Terms are governed by the laws applicable in India. We encourage customers to first use the support and grievance channels shown below to attempt an informal resolution. Nothing in these Terms restricts a consumer from approaching a competent authority, consumer commission or court where permitted by law.

Mandatory local consumer-protection or other applicable laws may also govern a particular transaction or customer.

19. Changes and Severability

Matri may update these Terms to reflect changes in services, technology or legal obligations. For material changes affecting core use of the Service, notice will be provided where required by law or reasonably appropriate. Operational policies, prices, promotions, delivery charges and administrative processes may be revised independently as described in the relevant policy or checkout information.

Continued use after updated Terms become effective constitutes acceptance to the extent permitted by law. If you do not agree, stop using the Service. If a provision is held unenforceable, the remaining provisions continue to apply to the extent legally permitted.