At MMatrics Pharmaceuticals every order is checked before dispatch. Because medicines affect your health, we cannot resell items once they leave our premises – so returns are limited to genuine problems. When something goes wrong, though, we fix it quickly and fairly.
- Report within 48 hoursOf delivery, with photos of the issue.
- Replace or refundYour choice, for approved requests.
- 5–7 business daysFor the refund to reach your account.
- Free cancellationAny time before your order is dispatched.
What Can Be Returned
Eligible
- Product damaged or leaking on arrival
- Wrong product, strength or pack size
- Expired or near-expiry product delivered
- Items missing from your order
- Seal broken or packaging tampered
Not eligible
- Opened or used medicines, eye drops or syrups
- Change of mind or ordered by mistake
- Products without original packaging, batch or invoice
- Issues reported after 48 hours of delivery
- Temperature-sensitive items once delivered intact
Reporting Window
Please check your package as soon as it arrives and report any problem within 48 hours of delivery. If the outer box looks damaged or tampered with, you may refuse the delivery and inform us straight away.
Tip: record a short unboxing video or take photos before opening the seal – it helps us approve your request faster.
How to Raise a Request
- Message us on WhatsApp or email info@mmatrics.com with the subject “Return Request”.
- Share your name, phone number and order details.
- Attach clear photos of the outer box, the product and the batch number / expiry date.
- Keep the product in its original packaging until our team confirms the next step.
Review & Approval
Our team reviews your request, usually within 1–2 business days. If needed, we arrange a pickup of the affected item at no cost to you. Once approved, you can choose a replacement (dispatched as soon as stock is available) or a refund.
Refund Method & Timelines
Approved refunds are made to your original payment method:
| Paid by | Refunded to | Credit time* |
|---|---|---|
| UPI (GPay, Paytm, PhonePe…) | Same UPI ID / bank account | 3–5 business days |
| Debit / Credit card | Same card | 5–7 business days |
| Bank transfer | Same bank account | 3–5 business days |
| Cash on delivery | UPI or bank account you share | 3–5 business days |
* From the date of approval. The final credit time can vary depending on your bank.
Order Cancellation
- Before dispatch: cancel free of charge by WhatsApp or phone. Any amount paid is refunded in full.
- After dispatch: the order cannot be cancelled. You may refuse delivery of an unopened package; the refund will be made after it returns to us, less any courier charges.
- If we cancel your order (for example, an item is out of stock or a prescription can’t be verified), you receive a full refund.
Bulk & Business Orders
Returns for distributor, pharmacy and institutional orders – including breakage, short supply and expiry returns – follow the terms agreed for that account. Please contact us with your invoice number for help.
Contact Us
We’re here to help Mon – Sat, 9:00 AM – 6:00 PM.