REFUND POLICY

1. No General Return or Refund

Once an order has been successfully placed and confirmed, the order cannot ordinarily be cancelled, returned or refunded at the customer's request.

Accordingly, refunds will not be provided merely because the customer has:

• changed their mind after placing the order;
• ordered the wrong product, quantity, size, variant or specification;
• ordered more products than required;
• no longer requires the product after placing the order; or
• otherwise does not wish to retain the product despite the order having been successfully fulfilled.

Customers are therefore advised to carefully review the product details, quantity and other order particulars before confirming the order.

2. Refund Where Order Is Not Fulfilled

In the event that Matero Commerce Private Limited is unable to fulfil an order after the order has been successfully placed and confirmed, the customer shall be eligible for a refund of the amount actually paid for the unfulfilled order.

Where applicable, the refund shall be initiated to the original mode of payment used by the customer for placing the order.

If an order is only partially fulfilled, the refund, where applicable, shall be limited to the amount attributable to the portion of the order that could not be fulfilled.

3. Refund for Quality Issues

A refund may also be considered in cases where the product delivered suffers from a genuine quality issue, defect, damage or other material deficiency attributable to the product at the time of delivery.

Any such claim must be brought to the attention of Matero Commerce Private Limited within 24 hours from the time of delivery.

The customer may be required to provide appropriate supporting evidence, which may include:

• clear photographs or videos of the product and the alleged defect or quality issue;
• photographs or videos showing the condition of the packaging, wherever relevant;
• details of the order, including the order number and date of delivery; and
• any other reasonable information or evidence required by Matero Commerce Private Limited for verification of the claim.

A refund shall be processed only after the reported issue is reviewed and reasonably verified by Matero Commerce Private Limited.

4. Damaged, Defective or Incorrectly Fulfilled Orders

If a product is delivered in a damaged condition, is materially defective, or the product delivered is different from the product ordered, the customer must notify Matero Commerce Private Limited within 24 hours of delivery and provide appropriate evidence of the issue.

Upon verification of the claim, Matero Commerce Private Limited may, at its discretion and subject to availability and the circumstances of the case:

• arrange for a replacement of the affected product; or
• provide a refund for the affected product or order, as may be appropriate.

The decision regarding replacement or refund shall be taken after verification of the circumstances and supporting evidence provided by the customer.

5. Proof and Verification

All requests for refunds arising from quality issues, damage, defects or incorrect fulfilment are subject to verification.

The customer shall provide truthful, complete and accurate information and shall not tamper with, alter, misuse or otherwise compromise the product or its packaging before raising a claim, except to the extent reasonably necessary to identify or demonstrate the alleged issue.

Matero Commerce Private Limited reserves the right to reject a refund request where:

• the alleged issue cannot be reasonably established;
• sufficient supporting evidence is not provided;
• the issue has arisen due to misuse, mishandling, improper storage or use of the product by the customer;
• the claim is made after the applicable 24-hour period; or
• the circumstances otherwise do not fall within the scope of this Refund Policy.

6. Products Must Be Preserved for Verification

Where a customer raises a refund or replacement claim, the customer may be required to retain the product, packaging and other relevant materials in the condition in which they were received until the claim has been reviewed.

The customer should not discard, alter, damage or otherwise dispose of the product or its packaging before the claim is resolved, where such preservation is reasonably required for verification.

7. Refund Processing

Where a refund is approved, Matero Commerce Private Limited shall initiate the refund to the original payment method, wherever technically and operationally feasible.

The time taken for the refunded amount to reflect in the customer's account may depend upon the payment gateway, bank, card issuer or other financial institution involved in processing the transaction. Matero Commerce Private Limited shall not be responsible for delays attributable to such third-party payment service providers or financial institutions.

8. No Cash Refund

Refunds, where approved under this Policy, shall ordinarily be processed through the original payment method used for the transaction. Cash refunds shall not ordinarily be provided.

9. Order Cancellation

Once an order has been placed and confirmed, the customer shall not be entitled to cancel the order merely on account of a change of mind or any other reason unrelated to the inability of Matero Commerce Private Limited to fulfil the order.

However, where Matero Commerce Private Limited itself cancels an order or is unable to fulfil the order, the amount paid by the customer for such unfulfilled order shall be refunded in accordance with this Policy.

10. No Refund for Change of Mind or Incorrect Ordering

For the avoidance of doubt, Matero Commerce Private Limited does not accept returns or provide refunds merely because a customer has placed an incorrect, excessive or unwanted order.

Customers are requested to carefully verify their order details, including the product, quantity and other applicable particulars, before completing the purchase.

11. Right to Review and Amend Refund Requests

Every refund request shall be considered on the basis of the facts and circumstances of the particular transaction and the evidence submitted by the customer.

Matero Commerce Private Limited reserves the right to seek additional information or evidence where reasonably required to assess a claim and to determine whether the claim falls within the scope of this Refund Policy.

12. Contact for Refund Requests

For any claim relating to an unfulfilled order, damaged product, defective product, quality issue or incorrect fulfilment, the customer may contact Matero Commerce Private Limited through the contact details provided on the website.

The customer should provide the order number, date of delivery, description of the issue and supporting photographs/videos or other relevant evidence along with the request.

13. Final Clarification

By placing an order through our platform, the customer acknowledges that there is no general return or refund facility after an order has been placed and successfully fulfilled.

Refunds shall be considered only in circumstances expressly covered under this Policy, principally where Matero Commerce Private Limited is unable to fulfil the order or where a genuine and verifiable quality, damage, defect or incorrect-fulfilment issue is reported within 24 hours of delivery.

Matero Commerce Private Limited reserves the right to verify every such claim before approving any refund or replacement.