Return & Refund Policy
Last updated: October 2026 · Version 2.0
This Return & Refund Policy explains the conditions under which MATILEO ENTERPRISES PRIVATE LIMITED accepts returns and issues refunds for products purchased on MATILEO. This policy is framed in accordance with the Consumer Protection (E-Commerce) Rules, 2020 and the Consumer Protection Act, 2019.
1. Return Window
Eligible products may be returned within 7 days from the date of delivery confirmed by the courier. The 7-day period is counted from the delivery date, not the order date. To be eligible for a return, the product must be unused, unwashed, unworn, in its original packaging with all original tags, labels, and accessories intact, and in the same condition as received. Products returned without original packaging or tags may be rejected.
2. Non-Returnable Categories
For hygiene, safety, and personal-use reasons, the following categories are non-returnable once the original packaging or seal is opened or broken: (a) perfumes, fragrances, deodorants, and attars; (b) personal care and grooming products; (c) innerwear, lingerie, and swimwear; (d) earrings and studs (due to hygiene); (e) any item explicitly marked as "Non-Returnable" on the product page. Products that are damaged or defective on arrival are handled separately under Section 6 below, regardless of category.
3. How to Initiate a Return
To initiate a return, sign in to your account, go to My Orders, open the relevant order, select the eligible item(s), choose a return reason from the dropdown, and submit a return request. You will receive a confirmation email with return instructions, the return dispatch address, and a return ID. If you are unable to raise a request online, email us at Pvtltd9631@yahoo.com with your order number and reason within the 7-day window.
4. Reverse Pickup
For eligible returns, we arrange a reverse pickup through our courier partner at no additional cost to you. Reverse pickup is available in most serviceable pin codes. If reverse pickup is not available at your location, you will need to self-ship the product to the return address provided in the confirmation email. Self-ship costs are reimbursed up to ₹100 upon approval, subject to submission of the courier receipt.
5. Return Inspection & Approval
Once we receive the returned product, it is inspected within 2–3 business days to verify it meets the return conditions. We reserve the right to reject returns that are used, damaged by the customer, missing original packaging or tags, or do not match the product originally shipped. If a return is rejected, the product is shipped back to you at no additional cost. Approved returns proceed to refund processing.
6. Damaged, Defective, or Wrong Products
If you receive a product that is damaged in transit, defective, or different from what you ordered, contact us within 48 hours of delivery at Pvtltd9631@yahoo.com with clear photos of the product, packaging, and the issue, along with your order number. We will arrange a replacement or full refund at no additional cost after verification. For wrong products, we will arrange reverse pickup and ship the correct item, or issue a full refund if the correct item is out of stock.
7. Refund Processing & Timelines
Approved refunds are processed to the original payment method only. The time for the refund to reflect in your account depends on the payment method: (a) UPI (Google Pay, PhonePe, Paytm, etc.) — 3–5 business days; (b) Credit/Debit Cards — 5–7 business days; (c) Net Banking — 5–7 business days; (d) Wallets — 5–7 business days; (e) Cash on Delivery — refunded to a bank account or UPI ID provided by you, within 5–7 business days of approval. A refund request is not proof that money has been refunded — the refund status is updated only after confirmation from the payment provider. We are not responsible for delays caused by your bank or payment gateway.
8. Refund Amount
The refund amount includes the product price and any shipping charges paid at the time of order, unless only some items in the order are returned (in which case shipping charges are non-refundable unless the return is due to our error). GST and taxes are refunded as applicable. We do not refund amounts exceeding the original order value. Duplicate refunds are prevented through payment gateway verification.
9. Replacement & Exchange
Where a replacement is available, you may request an exchange instead of a refund for size or fit issues, subject to stock availability. Price differences, if any, are adjusted at the time of exchange — if the new item costs more, you pay the difference; if it costs less, the difference is refunded. Exchange requests are subject to the same 7-day window and condition requirements as returns.
10. Cancellation Before Dispatch
If you cancel an order before it is dispatched, a full refund is processed as per the timelines in Section 7. See our Cancellation Policy for full details.
11. Contact
For return or refund queries, contact us at Pvtltd9631@yahoo.com or at our registered address: Shop at 12 & 13, KH No. 7/15 & 10/11, Kotla Vihar Phase-II, Nangloi, New Delhi, Delhi, India, 110041 GSTIN: 07AAUCM1273C1ZF.
All Policies
MATILEO ENTERPRISES PRIVATE LIMITED · GSTIN: 07AAUCM1273C1ZF · Shop at 12 & 13, KH No. 7/15 & 10/11, Kotla Vihar Phase-II, Nangloi, New Delhi, Delhi, India, 110041 · Pvtltd9631@yahoo.com