Return & Refund Policy

1. Overview

At MatBook (operated by MatBook Tech Private Limited, “we”, “us”, or “MatBook”), we keep our return and refund policy simple. We stand behind every product we deliver, and we want you to be able to use what you ordered, when you ordered it, on site.

This Return & Refund Policy (“Policy”) applies to all orders placed through the MatBook mobile application, website (thematbook.com), and any other ordering channel operated by us, including WhatsApp and direct-to-site orders.

By placing an order with MatBook, you confirm that you have read, understood, and agreed to this Policy.

2. When We Accept Returns

Returns are accepted within 24 hours of delivery of your order, in the following cases:

• Quality issues. We stand by every product sold on MatBook. If you experience any quality issue, of any nature, whether it is a manufacturing defect, expired or close-to-expiry stock, off-specification material, or any other quality concern, we offer a no-questions-asked replacement of the product.
• Damaged products. If a product arrives broken, dented, leaking, wet, contaminated, or damaged in any other way, we will replace it or refund your money.
• Missing products or short delivery. If any product or quantity ordered is missing from your delivery, we will deliver the missing item or refund the value, whichever you prefer.
• Wrong product delivered. If the brand, variant, size, colour, or specification delivered does not match what you ordered, we will replace it with the correct product or process a refund.

3. When We Do Not Accept Returns

Please note: no returns will be accepted in the following cases:

• Mis-ordered or over-ordered products. If there is no issue with the product itself, but you have ordered the wrong item, the wrong quantity, or more than you needed at site, we are unable to accept a return.
• Opened or used products. Returns are accepted only if the product packaging is unopened and the product is unused. Once the seal, bag, or carton has been opened, or the product has been put to use, it cannot be returned.
• Cut-to-size, custom, or made-to-order items. Items that have been cut, mixed, tinted, customised, or otherwise prepared specifically for your order cannot be returned unless there is a quality, damage, or wrong-product issue covered under Section 2.
• Reported after 24 hours. Returns and refund requests must be raised within 24 hours of delivery. Requests received after this window cannot be processed.
• Damage caused after delivery. Damage caused during installation, handling at site, weather exposure, or storage at your end after the product has been received is not covered.

4. How to Raise a Return or Refund Request

To raise a return or refund request within 24 hours of delivery, please use any of the following channels:

• In-app:open the MatBook QC app, go to “My Orders”, select the relevant order, and tap “Raise an issue”.
• WhatsApp: message us on +91 87961231137 with your order ID and a brief description of the issue.
• Email: write to info@thematbook.com with your order ID, registered mobile number, and details of the issue.
• Phone: call our customer support team at +91 87961231137 (Monday to Saturday, 10 AM to 6 PM IST).

To help us resolve your issue quickly, please provide:

• your order ID and registered mobile number;
• a clear description of the issue (quality, damage, missing, wrong product);
• photographs and/or a short video of the product, the packaging, the batch/manufacturing details on the packaging, and the delivery slip or invoice;
• the quantity affected and your preferred resolution (replacement, refund to source).

5. Pickup, Inspection, and Resolution

Once your request is raised within the 24-hour window, our team will acknowledge it within a reasonable time and may arrange for the affected product to be picked up from your delivery address or site for inspection. In some cases, we may resolve the request basis the photographs and videos you have shared, without requiring a physical pickup.

Returns are accepted only if:

• the request is raised within 24 hours of delivery;
• the product packaging is unopened and the product is unused (except where the issue is quality, damage, missing, or wrong product);
• the product is in its original packaging along with all tags, labels, accessories, free items, and the original invoice or delivery slip;
• the product is made available for pickup at the same address where it was delivered.

After inspection and verification of the issue, we will confirm the resolution. If the request does not meet the conditions of this Policy, we may decline the return and communicate the reasons to you.

6. Refund Modes and Timelines

Refunds are processed immediately upon approval of your request, in the following mode, as per your preference:

• Refund to source.The refund is initiated to the original payment instrument used for the order (UPI, debit/credit card, net banking, wallet, etc.). The amount typically reflects in your account within 5–7 business days, subject to processing timelines of your bank, card network, UPI provider, or wallet operator. MatBook is not responsible for delays caused by these third parties.

For orders paid via Cash on Delivery (COD), refunds will be processed only to a UPI ID or bank account that you provide and that matches the registered name on your MatBook account, in line with applicable regulations.

7. Replacements

Where you have opted for a replacement, we will deliver the replacement product subject to availability. If the same product is not available, we will offer a comparable substitute (with your consent) or process a refund as described in Section 6. Replacement deliveries follow our standard delivery timelines and serviceability conditions.

8. Order Cancellation

You may cancel an order:

• Before dispatch / packing: free of charge, with a full refund to the original payment source.
• After dispatch but before delivery: we may, at our discretion, accept the cancellation. In some cases, especially for cut-to-size, customised, or vendor-procured items, cancellation charges may apply to cover procurement, handling, or logistics costs already incurred.
• At doorstep / on delivery: if you reject the order at your doorstep without a valid reason covered under Section 2, we reserve the right to recover reasonable handling, delivery, and re-stocking charges, and to take this into account when accepting future orders from your account.

MatBook also reserves the right to cancel an order, in whole or in part, where: (i) the product is out of stock or unavailable; (ii) there is a pricing or catalogue error; (iii) the delivery address is outside our serviceable area; (iv) we suspect fraud or misuse of our promotions; or (v) we are unable to fulfil the order for reasons beyond our reasonable control. In such cases, you will receive a full refund of any amount paid.

9. General Terms

This Policy is to be read together with our Terms of Service and Privacy Policy, all available on the MatBook QC app and at thematbook.com. In the event of any conflict between this Policy and the Terms of Service, the Terms of Service shall prevail to the extent of such conflict.

MatBook reserves the right to amend, modify, or update this Policy at any time. The updated Policy will be posted on our website and within our applications, with the “Last updated” date revised at the top. Your continued use of the Services after the effective date of any updated Policy will constitute acceptance of the changes.

This Policy is governed by the laws of India. All disputes arising out of or in connection with this Policy shall be subject to the exclusive jurisdiction of the courts at Gurugram, Haryana.

10. Contact Us

If your concern is not satisfactorily resolved, you may write to our Grievance Officer at info@thematbook.com. Details of the Grievance Officer are set out in our Privacy Policy and on our website.