Return Policy

RETURN & REFUND POLICY

Effective Date: 1st August 2025
Compliant with Consumer Protection Act, 2019 (India)

I. RETURN ELIGIBILITY

You may request returns within 7 days of delivery for:
✅ Damaged/Defective Items (e.g., cracked screens, hardware failures)
✅ Wrong Products Shipped (mismatched with order)
✅ Unopened Products (with seals intact)

All returns require original packaging, invoice, and accessories.

II. NON-RETURNABLE ITEMS

We cannot accept returns for:
❌ Software licenses, downloadable products, or opened peripherals (keyboards, mice)
❌ Custom-configured systems (e.g., special RAM/GPU builds)
❌ Products damaged by misuse (liquid spills, physical impacts)
❌ Items without proof of purchase

III. RETURN PROCESS

Follow these steps:

1. Notify Us Within 48 Hours
   → Email ematrix.india2018@gmail.com with:
   • Order ID
   • Photos/video of issue
   • Invoice copy
2. Courier Pickup
   • We arrange free pickup via DTDC/Delivery within 24-48 hours
   • Do not ship without authorization
3. Quality Check
   • Our technicians verify the issue within 72 hours of receipt
4. Resolution
   Diagram

   

IV. REFUNDS & EXCHANGES

Note:

• Refunds exclude original shipping fees
• Replacement subject to stock availability

V. DAMAGED-IN-TRANSIT PROTOCOL

1. At Delivery:
   • Refuse shipment if package is visibly crushed/torn
   • Take unboxing video as proof
2. Post-Delivery Discovery:
   • Email photos of damaged product + packaging within 24 hours
   • We file claim with courier and expedite replacement

VI. CONTACT INFORMATION

For return requests or questions:

• Email: ematrix.india2018@gmail.com (Use subject: "Return Request - Order #XXX")
• Phone/WhatsApp: +91 98430 89998 (9:30 AM - 6 PM IST, Mon-Sat)
• Address: E-Matrix, No 86, Ranga Complex, Dr. Rajendra Prasath Road, Gandhipuram, Coimbatore - 641012

Response Time: 24 business hours

KEY LEGAL DISCLOSURES

1. 7-Day Window: Mandatory under Indian law for e-commerce
2. Refund Timeline: Max 10 days per Consumer Protection Rules
3. Grievance Officer:
   • Name:Murugan Ramu
   • Email: ematrix.india2018@gmail.com