1. General Refund Commitment
1.1 Martix is committed to customer satisfaction. Eligible products may be returned, exchanged, or refunded in accordance with this Policy.
1.2 Refunds will be processed strictly as per the conditions below and applicable consumer protection laws.
1.3 Certain categories of products (for hygiene, safety, or customization reasons) may not qualify for returns or refunds.
2. Eligibility for Returns and Refunds
2.1 A return/refund request must be raised within 7–14 calendar days of receiving the order, depending on local laws.
2.2 Products must be:
- Unused and unworn.
- In their original packaging, with all tags, labels, and seals intact.
- Accompanied by a valid proof of purchase (invoice/order confirmation).
2.3 Items not eligible for refund include: - Lingerie, undergarments, swimwear, and hygiene products.
- Customized or personalized products.
- Perishable items such as food, flowers, or consumables.
- Digital goods, e-gift cards, and vouchers.
3. Return Procedure
3.1 Customers must log into their Martix account or contact Customer Support to initiate a return request.
3.2 Once approved, you will receive instructions, along with a return shipping label (if applicable).
3.3 Returned items must be packed securely to avoid damage during transit.
3.4 All returns must include:
- A copy of the invoice/order receipt.
- A written note stating the reason for return.
4. Condition of Returned Goods
4.1 Returned goods must be in resalable condition.
4.2 Martix reserves the right to inspect and reject returns that do not comply with our standards.
4.3 If a return is rejected, the item will be shipped back to you, and no refund will be issued.
5. Refund Process
5.1 Once your return is received and inspected, we will notify you of approval or rejection.
5.2 If approved, refunds will be initiated within 7–10 business days.
5.3 Refunds are issued via the original payment method, unless otherwise specified.
5.4 For Cash on Delivery (COD) orders, refunds will be made through bank transfer, digital wallet, or store credit.
6. Exchanges
6.1 Exchanges are available for defective, damaged, or incorrectly delivered products.
6.2 Exchange requests must be raised within the eligible return period.
6.3 If the requested replacement is unavailable, customers may opt for a refund or store credit.
7. Damaged, Defective, or Incorrect Items
7.1 If you receive a defective, damaged, or wrong product, you must notify Martix within 48 hours of delivery.
7.2 Supporting evidence (photos/videos) must be provided for verification.
7.3 Martix will arrange free return shipping for such cases.
7.4 Upon verification, you may choose between replacement, repair (if possible), or full refund.
8. Non-Refundable Situations
Refunds will not be granted if:
- Return requests are made after the deadline.
- Items are used, damaged, or altered by the customer.
- Tags, packaging, or seals are missing.
- Items were marked “Final Sale”, “Clearance”, or “Non-Returnable.”
- Fraudulent or abusive return claims are suspected.
9. Shipping and Handling Costs
9.1 Unless otherwise specified, customers bear the cost of return shipping.
9.2 If Martix is at fault (wrong/damaged item), we will cover return shipping charges.
9.3 Original shipping and handling fees paid at checkout are non-refundable, except where required by law.
10. Refund Methods and Timelines
10.1 Refund processing times vary based on payment providers. Standard timelines are:
- Credit/Debit Cards: 7–10 business days.
- Net Banking: 5–7 business days.
- Wallets/Digital Payments: 2–3 business days.
- Store Credit: Issued within 24 hours of approval.
10.2 Martix is not responsible for delays caused by banks, wallets, or payment gateways.