Cancellation & Refund Policy for Mateo Care (Neucomed Health and Hygiene Pvt Ltd)
Effective Date: 01-06-2023
Thank you for shopping at Mateo Care, a brand owned and operated by Neucomed Health and Hygiene Pvt Ltd. We strive to provide a seamless and satisfying shopping experience for our valued customers. We understand that circumstances may arise where you might need to Cancel an order.
This Cancellation & Refund policy outlines the guidelines and procedures for canceling an order placed on our website :
Cancellation Policy :
- Cancellation Window: Customers can request order cancellation till the time Order has not been shipped. Once the Order gets shipped, the order will be processed and cannot be canceled.
2. Cancellation Procedure: To cancel an order, customers are required to contact our customer support team through the provided channels such as email, phone, or live chat. Please provide your order number and relevant details to facilitate the cancellation process. Our customer support team will guide you through the necessary steps and provide assistance as needed.
3. Refund Process: Upon successful order cancellation within the specified timeframe, we will initiate the refund process. The refund will be issued using the original payment method used during the purchase. Please note that it may take a few business days for the refund to reflect in your account, depending on the payment processor and/or your bank’s policies.
4. Exceptions to Cancellation: While we endeavor to accommodate cancellations within the designated timeframe, there may be situations where cancellation requests cannot be fulfilled. These exceptions include:
a. Shipped Orders: If the order has already been shipped, it cannot be canceled. In such cases, you may be eligible for a return or exchange in accordance with our return policy.
5. Order Modifications: If you need to make modifications to your order, such as changing the shipping address or adding items, please contact our customer support team within the 24-hours. We will do our best to accommodate your request, but please note that modifications are subject to availability and feasibility.
6. Communication and Confirmation: All cancellation requests and related communication must be documented and confirmed by both parties for reference purposes. It is advisable to retain any cancellation confirmation provided by our customer support team for future reference.
Refund Policy :
- Eligibility for Refunds :
a. Damaged or Defective Products: If you receive a damaged or defective product, please get in touch with our customer support team within 7 days of receiving the product. We will require photographic evidence of the damage or defect. Once we verify the issue, we will offer a replacement or issue a refund.
b. Incorrect or Incomplete Orders: If you receive an incorrect or incomplete order, please notify us within 7 days of receiving the product. We may require you to return the incorrect or incomplete items before processing a refund or sending the correct items.
- Non-Refundable Items :
The following items are non-refundable:
a. Products that have been used, opened, or altered from their original condition.
b. Products that are not in their original packaging.
c. Products with missing parts, accessories, or labels.
d. Products purchased from unauthorized sellers or third-party retailers.
- Return and Refund Process :
a. Contact Customer Support: To initiate a refund request, please contact our customer support team at [email protected]. Provide your order details, including the order number, product name, and a description of the issue.
b. Return Authorization: Our customer support team will provide instructions on how to return the product if necessary. We may require you to return the item to us for inspection before processing a refund.
c. Refund Processing: Once we receive the returned item and confirm its eligibility for a refund, we will process the refund within 3 business days. The refund will be issued to the original payment method used for the purchase. Please note that it may take additional time for the refund to reflect in your account, depending on your payment provider.
- Shipping Costs :
a. Damaged or Defective Products: If you are eligible for a refund due to a damaged or defective product, we will reimburse you for the return shipping costs. Please provide us with the shipping receipt for verification.
b. Incorrect or Incomplete Orders: If you receive an incorrect or incomplete order, we will cover the return shipping costs for the incorrect items and send you the correct items at no additional charge.
c. Other Returns: For returns that do not fall under the categories mentioned above, the return shipping costs will be your responsibility.
- Changes to the Refund Policy :
We reserve the right to modify or update this Refund Policy at any time. Any changes will be effective immediately upon posting the revised policy on our website. We encourage you to review this policy periodically.
Contact Us :
If you have any questions or concerns regarding this Cancellation & Refund Policy, please contact our customer support team at [email protected]. We are here to assist you and ensure your satisfaction with our products and services.
By making a purchase on the Mateo Care website, you acknowledge that you have read, understood, and agreed to this Cancellation & Refund Policy.