At Matrix Comfortwear, customer satisfaction is our priority. If you are not completely satisfied with your purchase, please review our Return & Exchange Policy below.
Eligibility for Returns
Return Window
Customers must initiate a return or exchange request within 7 days of receiving their order.
Product Condition
To be eligible for a return or exchange, products must be:
- Unused and unwashed
- In their original packaging
- Accompanied by all original tags and labels
- Free from any signs of wear, damage, or alteration
Proof of Purchase
A valid order confirmation, invoice, or purchase receipt is required for all return and exchange requests.
Offer Zone Products
Products purchased from the Offer Zone, clearance sale, or promotional campaigns marked as non-returnable are not eligible for return or exchange.
How to Request a Return or Exchange
To initiate a return or exchange:
- Contact our customer support team within 7 days of delivery.
- Provide your order number and details of the item(s) you wish to return or exchange.
- Our team will provide return instructions and the return shipping address.
- Securely pack the item(s) and ship them as instructed.
Customers are responsible for ensuring returned products are packed safely to prevent damage during transit.
Verification & Refund Process
Quality Inspection
All returned products undergo a quality inspection upon receipt to verify compliance with our return eligibility criteria.
Refund Processing
Once the return is approved:
- Refunds will be issued to the original payment method used during purchase.
- Refunds are typically processed within 7–10 business days after approval.
- Processing times may vary depending on your bank or payment provider.
Exchange Processing
For approved exchanges, replacement products will be dispatched after the returned item successfully passes inspection and subject to stock availability.
Exchange Policy
Direct Exchange
A direct exchange may be offered when:
- The requested replacement is the same product type
- The price remains unchanged
- The requested size or variant is available in stock
In such cases, the original item must be returned before the replacement is shipped.
Exchanges Involving Different Products or Prices
If the requested replacement differs in style, product type, or price:
- Return the original item for a refund.
- Once the refund is processed, place a new order for the desired product.
Incorrect, Damaged, or Missing Items
Incorrect Product Received
If you receive an incorrect item, please notify us within 48 hours of delivery.
Damaged Product
If an item arrives damaged, please contact our support team immediately with clear photos of:
- The product
- Packaging
- Shipping label
Missing Items
Any missing item claims should be reported within 48 hours of delivery.
Fraud Prevention & Claim Verification
To ensure fair resolution of claims and prevent misuse:
- Returns containing products not sold by Matrix Comfortwear will be rejected.
- Products with tampered tags, altered labels, or signs of misuse may not qualify for return or refund.
- We may request photo or video evidence to verify claims involving incorrect, damaged, or missing items.
Unboxing Video Recommendation
For orders containing three (3) or more items, customers are strongly encouraged to record an unboxing video.
The video should:
- Clearly show the sealed package before opening
- Capture the complete unboxing process in a single continuous recording
- Display all received items after unpacking
This evidence may be requested to support claims regarding missing, incorrect, or damaged items. Failure to provide supporting evidence may impact claim resolution.
Non-Returnable & Non-Exchangeable Items
The following products are not eligible for return or exchange:
- Undergarments and other hygiene-sensitive products, unless received damaged or incorrect
- Products marked as Final Sale
- Products purchased from the Offer Zone
- Used, washed, altered, or damaged products
- Items returned without original tags or packaging
Contact Us
For return or exchange assistance, please contact the Matrix Comfortwear Customer Support Team:
Email: matrixcomfortwear@gmail.com
Phone: +91 9001062234
Our team will be happy to assist you.