Refund policy
🔁 Return & Exchange Policy – Maatra Fashion
At Maatra Fashion, every piece is carefully designed and quality-checked before dispatch. As most of our products are customized, we follow a strict return policy.
📌 Returns Accepted Only In These Cases
We accept returns only if:
- You receive a wrong product (different from what you ordered), or
- The product is damaged/defective at the time of delivery
🎥 Mandatory Unboxing Video
To process any return request, an unboxing video is compulsory.
- The video must be recorded from the moment you open the package
- It should clearly show:
- The sealed package
- Opening process
- The product inside
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No return request will be accepted without a proper unboxing video
⏳ Return Request Timeline
- You must raise a return request within 24–48 hours of delivery
- Requests made after this period will not be accepted
📦 Product Condition for Return
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Product must be unused, unwashed, and in original condition
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All original tags and packaging must be intact
🚫 Non-Returnable Items
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Customized or made-to-measure outfits (unless damaged or wrong item received)
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Products without unboxing video proof
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Items showing signs of use
🔄 Return Process
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Contact us with:
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Order ID
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Issue details
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Unboxing video
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Our team will verify and approve the request
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Once approved, we will arrange return or guide you for the next steps
💰 Refund / Exchange
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After inspection, we will offer:
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Replacement (preferred), or
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Refund (if replacement is not available)
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Refunds will be processed within 5–7 working days