Refund policy

Return, Exchange & Refund Policy

At Matonda, we want you to be happy with your order. Please review our return, exchange, and refund policy below.

Quick Summary

Regular period:
Returns and exchanges are accepted within 14 days from the delivery date.

Season, Eid offers, and announced promotions:
Returns for refund are accepted within 7 days from the delivery date.
Exchanges are accepted within up to 10 days from the delivery date.

Manufacturing defects or order mistakes:
Manufacturing defects, wrong items, wrong sizes, or wrong models are covered within 30 days from the delivery date, subject to inspection.

Full order returns:
We currently accept returns or exchanges for the full order only, unless otherwise confirmed by our customer support team.

During public holidays and peak seasons, courier pickup and inspection may take longer due to shipping volume. What matters is submitting your request within the allowed period.

  1. Eligibility Conditions

To be eligible for a return or exchange, the item must be:

With original tags and labels attached

Unwashed

Unused and unworn

In its original condition

In its original packaging where possible

Trying on an item for size is allowed only if the tags remain attached and the item is not worn or used.

  1. Hygiene-Sensitive Items

Certain items, including underwear, undershirts, and other sealed hygiene-sensitive products, are sold in sealed packaging and must not be opened or tried on.

If the seal or packaging is opened, the item may not be accepted for return or exchange, except in the following cases:

A clear manufacturing defect

A mistake from our side, such as wrong item, size, or model sent

  1. Regular Return & Exchange Period

For non-season and non-promotion periods, returns and exchanges are accepted within 14 days from the delivery date, provided that the eligibility conditions are met.

  1. Season, Eid Offers & Promotions

During clearly announced Season, Eid Offers, Sales, or Promotions, the following timeframes apply:

Return for refund: within 7 days from the delivery date

Exchange: within up to 10 days from the delivery date

The same eligibility conditions apply: tags attached, item unwashed, unused, unworn, and in its original condition.

  1. Defects & Mistakes from Our Side

Cases of manufacturing defects, wrong size, wrong model, or wrong item sent are always reviewed and handled separately.

If the issue is confirmed after inspection, the return or exchange will be processed at no shipping cost to the customer.

Manufacturing defect requests must be submitted within 30 days from the delivery date.

  1. Shipping Fees

Exchange due to customer choice, such as size or model change:
The customer covers the pickup and re-delivery shipping fees.

Exchange due to our mistake:
No shipping fees are charged.

Return without defect:
The customer covers the return shipping fee.

Return due to manufacturing defect or confirmed order mistake:
No shipping fees are charged.

  1. How to Request a Return or Exchange

To request a return or exchange, please contact us within the allowed timeframe and provide:

Order number

Request type: return or exchange

Reason for the request

Clear photos, especially for defects or wrong items

Our team will confirm eligibility and provide the next steps, such as store drop-off or courier pickup.

After we receive and inspect the item, we will process the exchange or refund accordingly.

  1. Refunds

Refunds are issued to the same payment method whenever possible.

Refunds are usually processed on the same day or within 48 hours after we receive and approve the returned item.

Cash on delivery orders may be refunded through InstaPay or Vodafone Cash, based on the customer’s preference.

valU orders may require additional processing time by the payment provider, and timing may vary according to their system.

  1. Color & Shade Differences

We aim to display product colors and details as accurately as possible. Minor color or shade differences may occur due to lighting, photography, or screen settings.

In case of dispute, we refer to the real product photos shared with the customer and the product description.

  1. Contact Us

WhatsApp / Phone: 01140402727

Email: support@matonda.fashion

Working hours:
Daily from 11:00 AM to 11:00 PM
Friday from 1:00 PM to 11:00 PM