Refund policy

Last Updated: 8 October 2026

At JO MATTER, operated by MA ENTERPRISES, our products are manufactured in small batches and, in many cases, made to order. Because of the nature of our products and production process, we maintain a limited return, exchange and refund policy.

All orders are final once fulfilled (packed and handed to the courier). Fulfilled orders cannot be cancelled and are treated as a final sale.

By placing an order with JO MATTER, you acknowledge that you have read and understood this policy.

Nothing in this policy is intended to exclude or restrict any consumer right or remedy that cannot legally be excluded under applicable law.

1. Order Cancellation

Orders may be cancelled or modified only within 12 hours of successful order placement.

To request cancellation or modification:

  • Email us at jomatter.co@gmail.com
  • Mention your order number
  • Clearly state whether you require cancellation or modification.

A cancellation request is considered successful only after confirmation from JO MATTER.

After the 12-hour period, orders are generally considered confirmed for production and fulfilment and cannot be cancelled or modified due to change of mind.

If production has already commenced, JO MATTER may decline a cancellation request even if the request is received before the 12-hour period, where fulfilment has already become commercially or technically irreversible.

2. Change of Mind

JO MATTER does not ordinarily accept returns, exchanges or refunds for:

  • Change of mind
  • Buyer's remorse
  • No longer requiring the product
  • Ordering the wrong product
  • Selecting the wrong colour or variant
  • Selecting the wrong size where the correct selected size was supplied
  • Not liking the product after delivery
  • Finding the product unsuitable for a purpose that was not represented by JO MATTER

This policy does not affect any mandatory rights available under applicable law.

3. Damaged, Defective or Incorrect Products

If you receive a product that is:

  • Damaged during transit;
  • Defective due to a manufacturing issue;
  • Incorrectly supplied; or
  • Materially different from what was ordered or represented,

please contact us at jomatter.co@gmail.com, preferably within 48 hours of delivery.

Please provide:

  1. Order number
  2. Clear photographs of the product
  3. Photographs of the packaging
  4. Photograph of the shipping label
  5. Description of the issue
  6. Unboxing video, where available

4. Unboxing Video

Customers are strongly advised to record a continuous, unedited unboxing video showing:

  • The sealed package
  • Shipping label
  • Opening of the package
  • Product and packaging
  • Any visible damage or defect

An unboxing video may be requested as supporting evidence while investigating a damage or tampering claim.

However, the absence of an unboxing video will not automatically eliminate any statutory consumer right available under applicable law.

JO MATTER may request additional photographs, videos or return of the product for inspection where reasonably necessary.

5. Inspection & Resolution

All damage, defect and incorrect-product claims are subject to reasonable verification.

After investigation, JO MATTER may, depending on the circumstances:

  • Repair the product;
  • Replace the product;
  • Provide an exchange;
  • Provide store credit; or
  • Issue a refund where appropriate or required under applicable law.

The final remedy will depend on the nature of the issue, product availability, circumstances of the claim and applicable law.

6. Product Inspection

JO MATTER may request the product to be returned for inspection.

A claim may be rejected, to the extent permitted by law, where the product has been:

  • Misused;
  • Deliberately damaged;
  • Modified;
  • Repaired by an unauthorized person;
  • Improperly installed;
  • Used contrary to instructions;
  • Damaged due to negligence;
  • Damaged due to normal wear and tear; or
  • Returned incomplete or without required components.

Fraudulent or abusive claims may also be rejected.

7. Minor Product Variations

As our products may be manufactured using 3D printing and small-batch manufacturing processes, minor variations may occur in:

  • Colour
  • Texture
  • Surface finish
  • Dimensions
  • Weight
  • Layer lines
  • Print marks
  • Alignment
  • Appearance

Minor variations within reasonable manufacturing tolerances do not automatically constitute a defect.

Colours may also appear different due to lighting, photography, monitor settings and individual device displays.

Where a specific tolerance is mentioned on a product page, that product-specific tolerance will apply.

8. Damage After Delivery

JO MATTER is not responsible for damage caused after delivery due to:

  • Mishandling
  • Accidental damage
  • Improper installation
  • Improper assembly
  • Incorrect use
  • Unauthorized modification
  • Unauthorized repair
  • Exposure to unsuitable heat, moisture, chemicals or environmental conditions
  • Normal wear and tear
  • Use outside the intended purpose of the product

9. Delivery Delays

JO MATTER makes reasonable efforts to dispatch orders within the stated processing time.

However, delays may occur because of:

  • Courier partners
  • Weather
  • Transportation disruptions
  • Natural disasters
  • Public restrictions
  • Operational disruptions
  • Incorrect customer information
  • Failed delivery attempts
  • Other circumstances outside our reasonable control

Such delays will not automatically qualify for cancellation or refund, subject to applicable law.

10. Returned to Origin (RTO)

Customers are responsible for providing accurate:

  • Name
  • Address
  • PIN code
  • Mobile number
  • Other delivery information

If an order is returned to origin due to:

  • Incorrect/incomplete address
  • Incorrect phone number
  • Customer unavailability
  • Repeated failed delivery attempts
  • Refusal to accept the shipment
  • Failure to collect the shipment

the order will not automatically qualify for a refund.

Where permitted by applicable law, JO MATTER may recover actual shipping, return shipping, handling and re-dispatch costs incurred because of the failed delivery.

Re-dispatch may require payment of applicable additional shipping and handling charges.

11. Refund Processing

Where a refund is approved by JO MATTER or required under applicable law:

  • The refund will ordinarily be processed to the original payment method.
  • Refund processing may require completion of the applicable verification/return process.
  • Once processed by JO MATTER, the time taken for the funds to appear may depend on the payment gateway, bank or financial institution.

Where legally permissible, JO MATTER may offer a replacement, repair or exchange instead of a refund depending on the circumstances.

12. Promotional Products & Free Gifts

Promotional products, free gifts, complimentary items and bundled benefits do not have an independently refundable monetary value unless required by applicable law.

Where an order is legitimately returned/refunded and the promotional terms require the complimentary item to be returned, the customer may be required to return it along with the original product.

13. Policy & Consumer Rights

This policy is governed by applicable laws of India.

Nothing in this policy is intended to remove or restrict any mandatory consumer right, statutory remedy, warranty or protection that cannot legally be excluded.

If any provision of this policy conflicts with a mandatory requirement of applicable law, the applicable legal requirement will prevail.

14. Contact & Grievance Redressal

For cancellation, return, exchange, refund, damage or product-related complaints:

JO MATTER
MA ENTERPRISES
Email: jomatter.co@gmail.com
Phone: +91 9109968550

Grievance Officer: Anmol Joshi
Designation: Grievance Officer
Email: jomatter.co@gmail.com
Phone: +91 9109968550

Complaints will be acknowledged and handled in accordance with applicable law.