You notify us of any defects in the product or incorrectly shipped product within 7 days of receipt of the product. You can either email our customer service team at alert@matrikajiva.com; or call us on 1800-270-0435
In case the shipped product is reported defective, within 24 hours of receipt of the product then the Matrikajiva team will check, if the product can easily be repaired, Matrikajiva team will repair the same. In case it cannot be repaired, Matrikajiva team will replace it.
To return the product(s) you have to schedule a courier pickup with our customer support team. Our team will, in turn, arrange a suitable time with our courier partner for pickup which shall be within 7 days from the date of your intimation to return the product(s). Please note that if you have agreed a time to pick up with our customer support team, you shall put your best efforts to make yourself available at the agreed time for pickup of the product.
We shall make two (2) attempts to collect the product from your address after which if the courier repeatedly fails to find you at the address, then you shall be liable to deliver the product to the Matrikajiva office along with the entire documents to our satisfaction.
The product returned to us should meet the following specifications:
Must have the original invoice.
Have all its original packaging and accessories, including the box, manufacturer’s packaging if any, dust bags, warranty cards, authenticity labels and all other items originally included with the product(s) delivered.
Be in an unused/sellable condition.
As soon as we receive the product back, if all the above in order, we will ship you the replacement, with no additional cost to you. You will receive an email when a replacement has been shipped out.
In the event that the product received back does not meet the specifications mentioned above, or any of the below apply, then the product can neither be replaced nor a refund will be provided:
Product(s) is damaged due to use or misuse.
Product(s) has a manufacturing defect but has been used.
Product(s) has been tampered with.
You can seek a replacement for the entire purchase or part(s) of the purchase if the purchase is faulty. Needless to say, we can offer to replace the product(s) only purchased on Matrikajiva website.
Please note that we will acknowledge that we shipped the incorrect product(s) to you, or that the product(s) was damaged in transit to you, only if we are informed within 24 hours receipt of the product(s).
Refund Timelines
In cases where a refund is applicable, the refund will be initiated only after the returned product is received and inspected by our team.
Once approved, the refund will be processed within 3 to 7 working days.
Depending on your original mode of payment, the refunded amount may take an additional 5 to 7 working days to reflect in your bank account or wallet.