REFUND AND RETURN POLICY

  • Mataf aims to provide customers with the best shopping experience, enhancing their lives with quality products. As opened or used products cannot be reused or resold, the items cannot be returned to the seller once delivered.

  • Our products contain active natural extracts and ingredients, and damages due to neglect, improper usage, or wrong application will not be covered under this policy. This policy also does not cover reactions arising from specific sensitivities towards a product/ingredient. It is advisable to conduct patch tests as recommended with every product.

Refund Policy

  • Mataf is not responsible for any damage after the delivery of the products.
  • An unboxing video with the original packaging is mandatory in case of claims regarding missing items, leakage, breakage, damage, or incorrect products.
  • To claim a refund, please contact our customer care at (+91) 9760899209 or write to us at info@mataf.in with the necessary images and videos related to your claim.
  • If a package is tampered with, damaged, or defective, kindly refuse to accept the package from the delivery partner on the spot.
  • Contact our customer care team at (+91) 9760899209within 3 days if the order is marked as delivered but not received. No refunds will be processed after this period.
  • Delivery charges are non-refundable as they are charged by delivery partners.
  • Cash on delivery (COD) refunds will be initiated to the bank account provided by the customer within 4-7 working days.
  • Refund claims should be made within 24 hours of order delivery with all relevant details.
  • Once the refund accepted, your refund may take up to 15 days to be credited to the origial payment method, from the day of refund acceptance by Mataf.
  • Mataf will provide all necessary details, including relevant screenshots and the transaction ID, once the refund is initiated.

Return Policy

  • In extreme cases of product damage during delivery (leakage, broken, missing items), a refund or exchange can be initiated after thorough verification according to the refund policy.No returns – we will be providing only exchanege and replacement.
    Replacement delivery will be dione within 5 working days. 
    Exchange delivery will be done within 5 working days .
  • Customers should contact our customer care within 24-48 hours of receiving a damaged, broken, or leaked product.
  • The products must be returned in the original condition they were received in along with any bills, tags, labels etc. Replace Order cannot be Returned or Exchanged..

Cancellation Policy

  • Orders can be canceled before dispatch from the warehouse. A gateway charge of 2.5% will be deducted for cancellation.
  • Refunds for paid orders will be credited to the original payment method within 15 days of cancellation acceptance to the original payment method.
    Cancellations must be done only within 2 days
  • Orders cannot be canceled once they have been shipped. A fee of ₹75 will be deducted for prepaid orders returned after shipping.

FAQs

Q1) After acceptance of cancellation/refund, how long will it take to receive my refund?

Refunds for paid orders will be credited to the original payment account within 15 days of cancellation acceptance. In the case of COD orders, refunds will be issued to the bank account shared with the customer support team within 4-7 working days of cancellation acceptance. Mataf will provide all relevant details and transaction IDs once the refund is initiated.

Q2) Does the policy cover opened/used products?

No, the policy does not cover products that have been opened or used. It only covers orders involving leakage, broken, or missing items.

Q3) How can I cancel my order if placed by mistake?

Orders placed by mistake can be canceled through the checkout order confirmation page within the first few hours. You can also reach out ,write to us at info@mataf.in.