Return Policy exchange refund policy exchange/return/refund

All our products are handcrafted by traditional craft persons of rural India, Thus, each product being unique and slightly different from each other.

An irregular weave or print or a stitch should not be taken as a defect as handcrafted products will not show consistent uniformity like a machine-made product. 

Despite the variations we at Matilda Weaves stand behind the quality of our products and we allow exchange/return/ refund (for eligible product categories) if you are not satisfied with your purchase for any reason.

The exchange, return & refund policies mentioned below are applicable only on Domestic Orders placed online through our official website (www.matildaweaves.com) and not applicable for products bought at offline stores or on any third-party platforms.

we would be happy to give you the following alternatives:

- Exchange the goods for an alternative of your choice to equal value.

- Give you a full refund for the price you paid for the product.

At Matilda Weaves are covered under our 7 Day Refund/Replacement Guarantee. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

 If you receive a damaged or defective item, we sincerely apologize for the inconvenience. 

Please contact our customer service within [48 hours] of receiving your order to initiate a return. We will arrange for a replacement or a full refund.

Mandatory Photographic Evidence: To expedite the process, we may request photographic evidence of the damage or defect.

contact Customer Care via mail prarthana.pc@matildaweaves.com or call us on +919007614988, within 7 days from the date of delivery.

Contact Customer Service:
You can also reply to any of the emails received by you from Matilda Weaves and someone shall speak to you and register your request.
The defective/unused product will be recalled and a replacement will be shipped immediately, if available. Return charges are payable for domestic (India) shipments.

Packaging: Securely pack the item(s) in the original packaging, including all tags, accessories, and documentation. 

We will arrange a return pickup from your location by our logistic partner. If, in any circumstances, we are not able to offer a pickup from your location, you can send us the parcel back by any reputed courier and we will reimburse return shipping charges in form of a gift card, which can be used in any of your next purchases.

 • Refund Processing: If a refund is requested, it will be issued to the original payment method within [10 business days] of return confirmation. Please note that it may take additional time for the refund to reflect in your account, depending on your bank or payment provider.

• Replacement: If you requested a replacement, we will ship the new item to you at no additional cost, subject to availability. If the item is out of stock, we will issue a full refund.

Track Return Status: You can track the status of your return by contacting our customer service team. We strive to process all returns as quickly as possible, but during peak seasons, processing times may be longer.

• Original Payment Method: Refunds will be issued to the original payment method used at the time of purchase. If you paid by credit or debit card, the refund will be processed back to the same card. For other payment methods, such as UPI or digital wallets, refunds will be issued to the corresponding account.

• Refund Amount: You can opt for a gift card which can be used for any future purchase on www.matildaweaves.com. You can also opt for a direct bank transfer via NEFT in case you have paid via COD mode. Usually, gift cards are the most preferred option of refunds on www.matildaweaves.com. You can use them as per your convenience, there is no expiry to a gift card.
• Processing Time: Please allow [5-7 business days] for the refund to be processed after your return is received and inspected. It may take additional time for the refunded amount to reflect in your account, depending on your payment provider.

• Notification: You will receive an email confirmation once your refund has been processed. Once you drop a mail at prarthana.pc@matildaweaves.com with your return request, our team shall call and coordinate about your request. 

Non Refundable Charges:

• Shipping Costs: Original shipping charges are non-refundable unless the return is due to an error on our part or the item was received damaged or defective.

We understand that sometimes a product may not meet your expectations, or there may be an issue with your order. To ensure your satisfaction, we offer a replacement policy under the following conditions:

 Replacement Eligibility:

• Defective or Damaged Items: If you receive a defective or damaged item, you may request a replacement instead of a refund. Please contact our customer service within [48 hours] of receiving your order to initiate a replacement.

• Incorrect Item: If you received an incorrect item, we will replace it with the correct one at no additional cost. Please notify us immediately upon receiving the incorrect item.

Process of Replacement

• Return of Original Item: To receive a replacement, the original item must be returned to us in accordance with our return process. We will provide you with a prepaid return shipping label for defective, damaged, or incorrect items.

• Processing and Shipping: Once the original item is received and inspected, we will process your replacement order and ship it to you as quickly as possible. You will receive an email notification with tracking information once the replacement has been shipped.

• Out-of-Stock Items: If the item you are requesting a replacement for is out of stock, we will issue a full refund.

If you cancel your order before your product has shipped, we will refund the entire amount asap if you have paid for your order.

If you've placed order in COD mode, we'll simply cancel it. Please drop a mail at prarthana.pc@matildaweaves.com for cancellation requests and we would process your request asap.If the cancellation request is received after your product has been shipped, you can do one of the of the following:

1. If your product has shipped but has not yet been delivered, let us know. We will recall the parcel.

2. If you received the product, inform us, you shall need to send us at our mentioned address.
• Custom Orders: Orders for customized or personalized items cannot be canceled once production has begun. If you wish to cancel a custom order, please contact us as soon as possible. But we cannot guarantee refund for custom orders.

Proper Handling of Products

• : Upon receiving your order, please inspect the items immediately for any defects or damage. Handle all products with care handmade items, which may be delicate and require special attention.

• Packaging for Returns: If you need to return an item, please ensure it is securely packaged to avoid damage during transit. Use the original packaging whenever possible and include all accessories, tags, and documentation.

Communication in Time

• Return and Cancellation Requests: Notify us promptly if you wish to return an item or cancel an order. Delayed communication may result in the denial of your request if it falls outside the return or cancellation window.

• Accuracy of Information: Ensure that all information provided during the order process, such as shipping address and contact details, is accurate and up to date. iTokri is not responsible for any issues arising from incorrect or incomplete information.

• In the event of a dispute, we encourage you to first attempt to resolve the issue through direct communication with our customer service. Most disputes can be resolved quickly through this process.

• If the dispute cannot be resolved through direct communication, the parties may agree to submit the dispute to mediation with a neutral third party. Mediation is a voluntary process and can be a more cost-effective and timely alternative to litigation.

• If the dispute cannot be resolved through negotiation or mediation, either party may submit the dispute to binding arbitration in accordance with the Arbitration and Conciliation Act, 1996 of India. The arbitration shall be conducted in Kolkata, India, and the language of the arbitration shall be English.

• : The arbitrator’s decision shall be final and binding on the parties, and judgment on the award rendered by the arbitrator may be entered in any court having jurisdiction.

Exclusions

• Either party may seek relief in a small claims court for disputes or claims within the scope of that court’s jurisdiction, without first resorting to arbitration or mediation.

• You agree that any dispute resolution proceedings will be conducted only on an individual basis and not in a class, consolidated, or representative action.