1. When a refund may be approved
- An eligible return is received and passes inspection.
- We cancel an order or item after collecting payment.
- A verified payment is captured but the corresponding order cannot be created or fulfilled.
- An incorrect, damaged or materially defective item qualifies for refund as the agreed resolution.
- Another refund is required under applicable consumer law or expressly agreed by us.
2. Refund amount
For an approved standard return, the refund covers the eligible item price. Where the correct item was delivered and the customer chooses a general return, return-to-origin shipping is borne by the customer and may be paid directly or deducted if we arrange the return.
Original shipping, COD, gift-wrap and other completed service fees are generally non-refundable unless the refund results from our error, a qualifying delivery issue, applicable law or an express agreement.
Where only part of an order is refunded, discounts and charges may be recalculated fairly for the retained and refunded items. We will not deduct return costs when an approved return is caused by an incorrect item sent by us or a product verified as damaged in transit or materially defective.
3. Inspection and approval
Receiving a parcel does not automatically approve a refund. We may verify the item, order identity, quantity, condition, packaging, accessories and stated reason. If the return fails the published eligibility requirements, we will explain the outcome and available next steps.
4. Processing method and timing
Approved online-payment refunds are normally initiated to the original payment method. COD refunds may require verified bank or UPI details supplied through an approved support channel.
We will initiate an approved refund within 3-7 business days after approval. The payment provider or bank may require additional time to credit the amount, which is outside our direct control.
We may ask for a transaction reference, bank statement excerpt or other reasonable evidence when investigating a delayed or missing credit.
5. Failed, duplicate or pending payments
If a payment fails but your account is debited, first allow the bank or payment provider’s normal reversal period. For a verified duplicate capture or payment received without a fulfilable order, contact support with the transaction reference so we can investigate and initiate the appropriate correction.
6. Exchanges and mutually agreed resolutions
An exchange does not ordinarily generate a cash refund unless a price difference or separate refund is expressly approved. When both parties agree that the customer will keep an incorrect product, the agreed adjustment or other resolution will be documented through support before it is processed.
7. Contact
Email support@matjaralmuslimeen.com with your order number, payment reference and reason. Do not send full card credentials, OTPs, UPI PINs or banking passwords.