Refund policy

At Matrix, we want you to love what you wear. Please read this policy carefully, as it forms part of the binding agreement between you and us at the time of purchase, and applies to all orders placed on matrixgadget.in.

1. General Conditions

All requests for return, exchange, or refund must strictly comply with the conditions below. Requests that do not meet these conditions will not be processed, and the Company's decision on eligibility shall be final and binding.

Requests must be raised within 48 hours of delivery, by writing to support@matrixgadget.in with your order ID and clear photographs/video of the issue.
An unboxing video, recorded in a single, unedited, continuous shot from the moment the sealed package is opened, is mandatory for any claim relating to a wrong item, missing item, size mismatch from what was ordered, or manufacturing/print defect. Claims submitted without such a video will be rejected outright, as this is the only form of evidence we accept for such claims.
The garment must be unused, unworn, unwashed, unaltered, and in its original condition, with all original tags, hangtags, and packaging intact. Any garment returned with makeup stains, deodorant marks, perfume odor, pet hair, or signs of wear will be rejected and shipped back to the customer at their cost.
Innerwear, socks, masks, and any item marked "Non-Returnable" on the product page are not eligible for return, exchange, or refund under any circumstances, for hygiene reasons.
Items purchased during sale, clearance, or under any discount of 40% or more, and any combo/bundle offers, are final sale and not eligible for return, exchange, or refund, unless defective.

2. Size Exchange — Our Preferred Resolution

If the garment doesn't fit, we offer a one-time size exchange only, subject to availability of the requested size. We do not offer cash refunds for size/fit dissatisfaction where the correct size (as ordered) has been delivered and matches our published size chart. Size exchange requests must be raised within 48 hours of delivery, and the garment must meet all conditions in Section 1. If the requested replacement size is unavailable, we will offer store credit valid for a future purchase; a cash refund is not guaranteed in such cases and is offered only at our discretion.

3. Manufacturing Defects

Where a garment is found, upon our internal quality check, to have a genuine manufacturing defect (such as a print error, stitching fault, or fabric flaw not disclosed on the product page), we will — at our sole discretion — offer either:

(a) a replacement of the same product, subject to stock availability; or (b) store credit redeemable on a future purchase on the Site.

Cash refunds to the original payment method are provided only where (i) we are unable to fulfil a replacement due to stock unavailability, and (ii) the claim has been verified and approved by our internal quality team following review of the unboxing video and photographic evidence. Approved refunds, where applicable, will be processed within 7–10 business days to the original payment method, subject to the processing timelines of the respective bank or payment gateway, over which we have no control and for which we bear no responsibility.

4. Non-Returnable / Non-Refundable Items

The following are non-returnable and non-refundable under all circumstances:

Innerwear, socks, masks, and other items marked non-returnable for hygiene reasons;
Garments with tags removed, washed, altered, or worn beyond trying on for fit;
Sale, clearance, and combo/bundle items, except where defective;
Any item not reported within the 48-hour window specified in Section 1;
Any shipping, gateway, or convenience charges paid at the time of order, which are non-refundable under all circumstances.

5. Return Shipping

Where a return or exchange is approved, return shipping arrangements and any associated costs will be communicated at the time of approval and shall be borne by the customer, unless the Company, at its sole discretion, decides otherwise. We are not responsible for garments lost or damaged in transit while being returned to us, and we strongly recommend using a trackable shipping method. Risk of loss for items being returned remains with the customer until the item is received and verified at our facility.

6. Order Cancellations

Orders can only be cancelled prior to dispatch. Once an order is packed or handed to our courier partner, it is considered dispatched and cannot be cancelled. Refusal to accept delivery of a dispatched order does not entitle the customer to a refund of shipping, packaging, or handling charges, and may result in a deduction of return-freight costs from any applicable refund, at our discretion.

7. Quality Check and Final Decision

All returned products are subject to a mandatory quality check upon receipt at our facility. We reserve the sole and absolute right to approve or reject any return, exchange, or refund request based on the outcome of this quality check, the unboxing video/photographs submitted, and compliance with the conditions in this policy. Our decision in this regard is final and not subject to further dispute, appeal, or challenge, except as may be required under applicable consumer protection law.