Refund & Exchange Policy

Returns, Refunds & Exchanges

• Refund or exchange requests must be raised within 3 days of delivery. Please notify us immediately after receiving your order by emailing support@casematrix.in.
• Orders can be canceled within 24 hours of placement, provided the product has not already been dispatched.
• For reverse pickups, the product must be unused, undamaged, and in its original packaging, along with the invoice/bill.
• We aim to deliver excellent customer support and typically arrange reverse pickups within 1–2 working days. Pickups are attempted only once. If a pickup is canceled by the customer, the item must be couriered back by the customer or re-arranged at an additional cost.
• Please ensure that only the product approved for return/exchange is handed over to the pickup executive. Any extra items will be returned to you.
• Once the returned product passes our quality check, the refund will be processed within 48–72 hours.
• Refunds are credited only to bank accounts.
• For Cash on Delivery (COD) orders, COD charges will be deducted from the refund amount.
• To initiate an exchange or replacement, email us your order details, product images, and invoice. After successful reverse pickup, the replacement will be shipped within 3–5 working days.
• Products purchased under BUY 1 GET 1 offers or SALE promotions are not eligible for exchange or replacement.
• Customer support is available Monday to Saturday, 10:00 AM to 5:00 PM.
• Orders placed using store credits or items received as replacements are not eligible for further exchanges or returns.
• If an incorrect order is placed by the customer, the return shipping must be borne by the customer, or a ₹200 shipping fee will be charged to resend the correct item.
• We strongly recommend recording an unboxing video to help us resolve any missing or damaged product issues faster.
• While we ensure safe and secure packaging, transit damage or defects may occasionally occur. In such cases, we will dispatch a replacement within 24 hours.
• Orders that have already been shipped cannot be modified or canceled. However, once delivered, an exchange request can be raised within 1 day.
• Exchanges will not be accepted for quality-related concerns where minor differences are visible, as product images on the website are for reference only.