We want you to be happy with your MATAI.
If something isn't right with your order, we're here to help.
MATAI accepts eligible returns within 30 days of delivery, provided the item meets the return conditions below.
Change of mind
If you've changed your mind, you may request a return within 30 days of receiving your order.
To be eligible, the item must be:
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Unworn and unused
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In its original condition
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Returned with its original packaging, tags and accessories
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Free from damage, marks, scratches or signs of wear
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Accompanied by your order number or proof of purchase
Items that have been worn, used, damaged or altered after delivery may not be eligible for a change-of-mind return.
Watches & jewellery
Please take care when trying on watches, rings, bracelets and other jewellery.
Products showing signs of wear, scratches, damage or alteration may not be accepted for a change-of-mind return.
If watch bracelet links have been removed or adjusted, please include all original links and components when returning the watch.
Eyewear
Eyewear must be returned unworn and in its original condition with any case, cloth, packaging and accessories supplied with the product.
Scratched lenses, damaged frames or products showing signs of wear may not be eligible for a change-of-mind return.
Faulty or damaged items
If your item arrives faulty, damaged or isn't what you ordered, please contact us as soon as possible.
Email info@mataiwatches.com with your order number, a description of the issue and clear photos or video where appropriate.
We'll review the issue and work with you on the appropriate solution.
Your rights for faulty products are also protected under the Australian Consumer Law and are not limited by our change-of-mind returns policy.
Return shipping
For change-of-mind returns, the customer is generally responsible for the cost of returning the item to MATAI.
We recommend using a tracked shipping service, as MATAI cannot be responsible for return parcels that are lost in transit.
Where an item is confirmed to be faulty, damaged or incorrectly supplied, we'll provide instructions regarding the appropriate return process.
Refunds
Once your return has been received and inspected, we'll let you know whether the return has been approved.
Approved refunds will be returned to the original payment method.
Please allow additional time for your bank or payment provider to process the refund after it has been issued.
Original shipping charges are generally not refundable for change-of-mind returns.
Exchanges
If you need a different size, style or product, contact us at info@mataiwatches.com.
Exchanges are subject to product availability. If the item you want is unavailable, we may instead arrange an eligible return and refund so you can place a new order.
Sale & promotional items
Unless otherwise stated, sale and promotional purchases remain subject to your rights under Australian Consumer Law.
Change-of-mind eligibility for clearance, final-sale or specially marked products may differ and will be clearly stated where applicable.
How to start a return
Before sending anything back, please contact us at:
Include your:
Order number • Full name • Item being returned • Reason for return
We'll provide the next steps and return instructions.
Please do not send a return without contacting us first, as this can delay processing.
Need help?
If you're unsure whether your order is eligible for a return, just get in touch.
Email: info@mataiwatches.com
Website: mataiwatches.com