Effective Date: August 28, 2026

1. Return Eligibility by Category

• Fresh Produce (Vegetables, Lemons, Fresh Mushrooms):
  Because these items are highly perishable, they cannot be returned after the delivery agent has left. We request that you inspect your order at the time of delivery. If an item is damaged, rotten, or incorrect, you must report it at the time of delivery or within 12 hours with photographic evidence.
  
  
• Dry Goods (Spices, Dry Fruits, Turmeric Chips/Powder):
  These items can be returned within 3 days of delivery. To be eligible for a return, the item must be unused, in its original, unbroken packaging, and in the same condition that you received it.
  
  
• Flash Sale & Bidding Items:
  Items purchased during a "Flash Sale" or successfully acquired via our "Place Bid" feature are final sale and are strictly non-returnable unless the item delivered is entirely incorrect or damaged upon arrival.
  
  

2. Valid Reasons for Returns

• The wrong product was delivered.
  
  
• The product was physically damaged or tampered with during transit.
  
  
• The product has expired by the time of delivery.
  
  
• The quality of the fresh produce is visibly compromised (must be reported within the 12-hour window).
  
  

3. How to Initiate a Return or Refund

1. Contact Us: Email us at scoms@outlook.com or call us at +91 6289786785 within the specified return window for your product category.
   
   
2. Provide Proof: Include your Order ID, a brief description of the issue, and clear photographs of the damaged or incorrect product.
   
   
3. Resolution: Our support team will review your request within 24-48 hours. If approved, we will arrange for a reverse pickup (for dry goods) or process a direct refund/replacement (for perishables that do not require return shipping).
   
   

4. Refund Process & Mati To Me Wallet

• Wallet Refunds (Recommended): For the fastest resolution, refunds can be credited directly to your Mati To Me Wallet. Wallet funds are typically available within 24 hours and can be used immediately for your next purchase.
  
  
• Original Payment Method: If you prefer a refund to your original credit card, debit card, or UPI account, please note that it may take 5 to 7 business days for your bank to process and post the amount.
  
  
• Cash on Delivery (COD): For COD orders, refunds will be issued to your Mati To Me Wallet or via a designated bank transfer upon request.
  
  

5. Order Cancellations

• By the Customer: You can cancel your order at any time before it has been dispatched by logging into your "My Account" dashboard and navigating to "Order History". Once an order is marked as "Out for Delivery" or "Dispatched," it cannot be cancelled.
  
  
• By Mati To Me / Sellers: We or our registered sellers reserve the right to cancel any order due to inventory shortages, pricing errors, or suspicion of fraudulent activity. If we cancel your prepaid order, a full refund will be initiated immediately.
  
  

6. Contact Information