Refund policy

Quick Summary

  • Regular period (non-season): Exchanges & returns within 14 days from delivery date.

  • Season / Promotions period (Eids & announced sales):

    • Exchange: within 7–10 days from the invoice/delivery date.

    • Return (Refund): within 7 days from the invoice date.

  • No partial returns: We currently accept returns/exchanges for the full order only.

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

1. General Eligibility Conditions

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

  • With original tags/labels attached

  • Unwashed

  • Unused (trying on for size is allowed only if tags remain attached and the item is not worn/used)

  • In its original condition and packaging where possible

2. Sealed / Hygiene-Sensitive Items (Underwear, Undershirts, etc.)

Certain items such as underwear and undershirts are sold in sealed bags and must not be opened or tried on.

  • If the seal/packaging is opened, we may not accept the item for return/exchange except in these cases:

    1. A clear manufacturing defect

    2. A mistake on our side (wrong item/size/model sent)

3. Regular Period (Non-Season)

  • Exchanges and returns are available within 14 days from the delivery date, provided the eligibility conditions above are met.

4. Season / Promotions Rules (Eids & Announced Sales)

Season definition: Any period clearly announced on the website or product page as Season / Sale / Eid Offers / Promotions.

Timeframes during Season

  • Exchange: within 7–10 days from the invoice/delivery date

  • Return (Refund): within 7 days from the invoice date

Submitting your request within the timeframe means contacting us via WhatsApp/email with your order number. Pickup may happen later depending on courier schedules.

Eligibility during Season

Same general eligibility rules apply (tags attached, unwashed, unused, original condition), and full order only.

Defects / Our Mistakes (Always Covered)

Season rules do not affect cases of:

  • Manufacturing defects

  • Order mismatch (wrong size/model/item)
    In these cases, the exchange/return will be handled at no shipping cost to the customer, as explained below.

5. Shipping Fees by Case

A. Exchange due to customer choice (size/model)

  • Customer covers shipping twice (pickup + re-delivery).

B. Exchange due to our mistake (wrong item/size/model)

  • Exchange is free of charge (no shipping fees).

C. Return without defect

  • Customer covers the shipping fee.

D. Return due to manufacturing defect

  • Return is free of charge (no shipping fees).

6. How to Request an Exchange/Return

  1. Contact us within the allowed timeframe with:

    • Order number

    • Request type (Exchange/Return)

    • Reason + clear photos (especially for defects)

  2. We confirm eligibility and the next steps (store drop-off / courier pickup).

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

7. Refunds

  • Refunds are issued to the same payment method whenever possible.

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

  • Cash orders: refund via Instapay or Vodafone Cash, as the customer prefers.

  • valU orders may require additional processing by the provider, and timing may vary based on their system.

8. Color / Shade Differences

We aim to display products accurately. Minor differences may occur due to lighting or screen settings. In case of dispute, we refer to the real product photos shared with the customer and the product description.

9. Contact

WhatsApp/Phone: 01140402727
Email: support@matonda.fashion
Working hours: Daily 11:00 AM – 11:00 PM (Friday 1:00 PM – 11:00 PM)