Cancellation
Email info@matrixuv.com or use the contact form with your order number. If the order has not been handed to the courier, we cancel it and refund the full amount, including shipping.
Once the parcel is with the courier, cancellation follows the return rules below.
Returns
- Unopened, unused packs can be returned within 7 days of delivery.
- Opened packs cannot be returned, because this is a food ingredient.
- A pack that arrives damaged, leaking, or different from what you ordered can be replaced or refunded. Tell us within 48 hours of delivery and include a photo of the pack and the outer box.
Refunds
Approved refunds go back to the original payment method. Banks and UPI apps usually show the credit within 7–10 business days after we process it. The payment gateway’s own processing time can add to that.
If we sent the wrong or damaged product, we also refund the shipping you paid. If you return an unopened pack because you changed your mind, the original shipping charge is not refunded, and the return courier is arranged with you before the refund is issued.
How to ask
Send the order number, the pack name, and the reason. For a damaged delivery, add photographs. We reply with the next step: a replacement, a refund, or a return pickup.