Cancelling an order

Only orders that haven't left the fulfilment centre can be cancelled. To cancel an order, view the order details in My Account >Orders> Select Product> Cancel. If the order has already been shipped from our fulfilment centre, then you can refuse to accept the delivery and send it back with the courier partner. A refund will be generated, after the product is received at our fulfilment centre.

Return Process

A request for return can only be raised post 24 hours of receipt of product. All returns requests must be received within 15 days of delivery. To return a product, view the order details in - My Account > Orders> Select Product > Return. Once the request is processed, the return order will be picked up from the address provided by you while placing the return request.

Please provide your product details and the reason for your return, so we can keep improving your shopping experience. Once your return request has been generated, we’ll send you a confirmation via SMS and email.

Return Policy

Most items are eligible for returns (and refunds), except for personal use items such as masks, swimwear, innerwear ( boxers, briefs, trunks, vest, pyjamas), sunglasses, fragrances, socks and jewellery. All refundable items should be unused, intact and in their original packaging (labels, tags, boxes)

The refund will be processed post quality inspection of the product(s). This may take 5-7 working days post receipt of goods at our fulfilment centre.

Returns With Promo Code Or Discount

If you used a promo code or discount at the time of purchase, you will be credited only for the final amount you paid after using the promo code.

Products purchased using a Non-Returnable coupon code are final sale and cannot be returned or exchanged. By applying this code at checkout, you agree that the specified items will be ineligible for our standard return policy.

REFUNDS

1.Pay On Delivery Orders

If you had opted for pay on delivery at the time of purchase, you have the option to receive your refund via credits into your website account, or an account refund via a link.

To select your preferred mode of refund, please go to My Account> Orders> Select the product/s > Select ‘Cancel’ or ‘Return’. You will be directed to a page where you can select the preferred way for initiating a refund.

• MATOO Credits- refund will be generated as credits into your website account. It takes 2-3 working days for the credits to reflect in your website account after receipt of returned merchandise in our fulfilment centre. For more details, please check the CREDITS section.
• Account Refund- To receive an account refund, a link will be sent to your registered email address and mobile number, along with an OTP verification code post receipt of returned items at our fulfilment centre. Click on the link to add your bank account details to initiate a refund.

Please Note: Refunds are not processed on bank holidays, Sundays and non-working alternate Saturdays.

2.Pre-Paid Orders

For pre-paid orders, you can choose to receive the refund back to the payment source account, where the payment was made from, or you can receive the refund as credits in your website account, which can be used for future transactions.

To select your preferred mode of refund, please go to My Account> Orders> Select the product/s > Select ‘Cancel’ or ‘Return’. You will be directed to a page where you can select the preferred way for initiating a refund.

• Matoo Credits – Kindly check CREDITS section for more details.
• Back to Source – You will receive the refund in card / account used at the time of purchase. The refund will be initiated after receipt of returned merchandise at our fulfilment centre. It may take up to 5 days for the amount to reflect in the source account.