This agreement is used to inform a customer about www.matsontea.com refund and cancellation policy. This applies to all the orders received from App / Website / M-Site.
Return and Cancellation Policy
A customer can ask for refund in the following cases:
- A customer has been overcharged or undercharged. This applies to the basic selling price of the product. It will not include the shipping, delivery or packaging charges.
- A wrong product(s) or item(s) have been supplied. In such a case, replacement will be done.
- Final product received by the customer is damaged.
- The specifications such as the product details, weight etc are not as per the order placed.
Please note: Any freebie supplied with the product has to be returned along with the product.
- Any item can be returned and refund can be requested within 24 hours of receipt of item(s).
- The refund will be processed once the product / item has been received back by the company and verified with the reasons for return.
- Any order can be cancelled after 2 hours of receiving the order confirmation email or before the order has been packed and shipped.
Form of Refund
- Refund amount will be credited back to the customer’s Butterfly wallet (if the payment has been made through this mode).
- Any amount paid will be refunded through the same payment mode or gateway by which the payment was made. There may be deductions as per the policy of the payment gateway chosen.
- The refund process is initiated in 24 – 48 hours of working days after the refund request has been received.
- The shipping and handling charges will be deducted before making the refund.
Applying for a return and refund
- Log into your Matson Tea account or log in with your Order Id.
- Go to ‘My Orders’
- Click on ‘return’ against the item you want to return or exchanged.
- Fill in the details and raise a request for return.
Once you raise a request, you’ll get an email and SMS confirming that your request is being processed. Based on the item, your request may be automatically being approved or you may be contacted for more details. If the request is approved, the item will be picked up after which you will get a replacement or a refund.
Alternatively, you may write to [email protected]