Refund policy

Last Updated: 18 August 2026

At MATTR, we want you to love what you ordered. If something isn't quite right, we offer a simple return process.

This Refund & Return Policy applies to purchases made through MATTR's website and other official MATTR shopping channels, subject to applicable law.

1. RETURNS

You can request a return within 2 days of delivery of your order.

To be eligible for a return:

The product must be unused and unworn.
The product must be in its original condition.
The product must be returned with its original packaging and tags intact.
The product must not show signs of wear, damage, alteration, or misuse.
The product must be available for pickup in the same condition in which it was delivered.

Returns are subject to verification once the product is received by MATTR.

A return request may be declined if the product does not meet the above conditions.

2. HOW TO REQUEST A RETURN

To initiate a return, contact us at:

frommattr@gmail.com

Please include your:

Order number
Name
Registered mobile number or email address
Reason for the return

Return requests must be raised within 2 days of delivery.

Once your request is approved, we will arrange the applicable return pickup.

3. RETURN PICKUP AND VERIFICATION

Once a return request is approved, the product will be collected from the delivery address, subject to pickup availability.

After the returned product reaches MATTR, it will be inspected to verify that it meets the return conditions set out in this Policy.

The refund or restoration of applicable value will be processed within 7–10 working days after the returned product has been received and successfully verified.

4. REFUNDS INVOLVING MATTR BITS

MATTR uses BITS as credits associated with eligible MATTR waitlist registrations.

Where a returned order was purchased using MATTR BITS, the value attributable to the BITS used for that purchase will be returned to the customer's MATTR BITS balance.

MATTR BITS will not be converted into cash or refunded to a bank account, card, UPI ID, or other payment method, unless expressly required by applicable law.

Orders paid using both BITS and money

If an order was paid using a combination of:

MATTR BITS; and
A separate payment made through a payment method such as UPI, card, net banking, or another supported method,

the refund will be handled as follows:

The portion paid using MATTR BITS will be restored as MATTR BITS.
The portion paid separately will be refunded to the original payment method used for that payment.

For example, if an order of ₹2,000 is paid using ₹1,200 BITS and ₹800 through UPI, the ₹1,200 BITS will be restored to your MATTR BITS balance and ₹800 will be refunded to the original UPI/payment method, subject to successful return verification.

5. PURCHASES MADE WITHOUT BITS

Where a purchase is made entirely through a separate payment method and no MATTR BITS are used, any approved refund will be processed to the original payment method used for the purchase.

The refund will be initiated within 7–10 working days after return pickup and successful verification.

The time taken for the amount to appear in your account may vary depending on your bank, card issuer, UPI provider, or other payment service provider.

6. RETURN CONDITION

MATTR reserves the right to inspect returned products before approving a refund or restoring MATTR BITS.

If the returned product is found to be:

Used or worn;
Damaged after delivery;
Altered or modified;
Missing original tags or packaging; or
Otherwise not in the condition required under this Policy,

the return may be rejected and the product may be sent back to you.

Nothing in this Policy limits any rights or remedies available to you under applicable law.

7. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

If you receive a product that is damaged, defective, or different from what you ordered, please contact us as soon as possible at:

frommattr@gmail.com

Please provide your order number and relevant details, and where requested, photographs or videos of the product and packaging.

We will review the issue and determine the appropriate resolution in accordance with applicable law and our policies.

8. CANCELLATION OF ORDERS

Cancellation requests may be accepted only where the order has not already entered processing, production, or dispatch.

Once an order has entered processing, production, or dispatch, cancellation may no longer be possible.

Where a cancellation is approved, the applicable refund will be processed according to the payment method and MATTR BITS rules described in this Policy.

9. MATTR BITS FROM THE WAITLIST

Payments made to join an eligible MATTR paid waitlist tier are associated with MATTR BITS and the benefits of that waitlist tier.

Where a refund or reversal relating specifically to a waitlist registration is approved, the applicable value may be allocated to the registered applicant in the form of MATTR BITS in accordance with the terms applicable to that waitlist tier.

The specific value, benefits, eligibility, and usage conditions of MATTR BITS will be communicated at the time of waitlist registration and may be subject to separate terms.

10. CONTACT US

For return, refund, or cancellation requests, contact:

Hopkyn Retail Private Limited
Email: frommattr@gmail.com

Please keep your order number and registered contact details available so that we can process your request efficiently.