Refund policy

Effective Date: January 4, 2026

1. Service Cancellations

Monthly Subscription/Retainer: To cancel your services, the Merchant must provide a 30-day written notice via email.

Inventory Removal: Upon cancellation, all outstanding balances must be settled before inventory is released. The Merchant is responsible for all costs associated with the removal, pick-up, or return shipping of their remaining stock.

Setup Fees: Any initial onboarding or technical integration fees are non-refundable as they cover the immediate administrative and technical costs of setting up the Merchant’s regional infrastructure.

2. Shipping & Fulfillment Refunds

I-Matjar strives for 100% accuracy, but in the event of operational errors, the following applies:

Lost or Damaged Goods: I-Matjar provides Back-to-Back Compensation for any inventory lost or damaged while in our physical custody.

Compensation is strictly based on the local warehouse confirmation and the approved valuation amount as per the local facility’s report.

Liability Cap: The maximum compensation for any single lost or damaged order is strictly limited to $20 USD, regardless of the item's retail or manufacturing value.

The Merchant is encouraged to obtain independent insurance for high-value items, as I-Matjar does not provide "all-risk" insurance coverage.

Third-Party Delays: I-Matjar is not responsible for refunds regarding delays caused by customs inspections, border closures in the GCC/Iraq, or Force Majeure events.

3. Cash on Delivery (COD) & Returns

Customer Refusals: If an end-customer refuses a package at the doorstep (RTO - Return to Origin), the shipping fee is non-refundable, as the service was attempted. The item will be returned to the local hub and added back to the Merchant’s active inventory.

COD Remittance: Once COD funds are remitted to the Merchant’s bank account, those transactions are final. Any disputes regarding the amount must be raised within 7 business days of the remittance date.

4. Refund Processing

Approved refunds or service credits will be applied to the Merchant’s account balance for the following billing cycle.

In the event of a full account closure, any remaining credit balances (after deducting all outstanding fees and removal costs) will be refunded to the Merchant’s original payment method or bank account within 30 days.

5. Exceptional Circumstances

I-Matjar reserves the right to deny refund requests in cases of Merchant negligence, such as providing incorrect SKU data, shipping prohibited items, or failing to comply with the packaging standards required for transit in the GCC and Iraq.