Last updated: 16 August 2026
This is a starting template, not legal advice. Refund/cancellation terms for customised or bulk-branded apparel are business decisions specific to your production process — please review and adjust the specifics below before launch.
Standard (non-customised) orders can be cancelled free of charge before they are dispatched. Once an order has shipped, it cannot be cancelled — please refer to our returns process below instead.
Orders involving custom branding, embroidery, or printing cannot be cancelled once production has begun, as materials are cut and processed specifically for that order. Cancellation before production starts may be subject to a partial charge to cover sampling and design costs already incurred.
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with photos of the issue, and we'll arrange a replacement or refund. Due to hygiene and customization considerations, we're unable to accept returns of correctly-delivered, unbranded standard-size apparel simply for change of mind — please review size charts carefully before ordering, or contact us for guidance.
Approved refunds are processed back to your original Razorpay payment method within 5–7 business days of approval. Bank processing times may add a few additional days before the amount reflects in your account.
Email us at hello@matsyagems.com with your order number, or reach us via the Contact page.
