Refund policy

Returns, Exchanges & Warranty Policy

By purchasing from MATAI Watches, you agree to the terms outlined in this policy. This policy operates in accordance with Australian Consumer Law.

1. Change of Mind

MATAI does not offer refunds for change-of-mind purchases.

At our discretion, we may offer a store credit or exchange where:

  • The request is made within 7 days of delivery.
  • The item is unworn and unused.
  • The item is in its original condition.
  • All original packaging, accessories, protective films and materials are included.
  • The watch has not been resized, adjusted or modified.

Original shipping costs are non-refundable.

International change-of-mind returns are not accepted.

Any change-of-mind return must be approved by MATAI before the item is sent back. Customers are responsible for return shipping costs unless otherwise agreed.

2. Return Condition Requirements

Items returned for change of mind must be in a resaleable condition.

All original packaging and components supplied with the product must be returned, including where applicable:

  • Watch
  • Original box
  • Inserts
  • Warranty materials
  • Spare links
  • Accessories
  • Protective films

If an item is returned damaged, marked, altered, incomplete or missing components, MATAI may refuse the change-of-mind return or deduct reasonable costs associated with restoring the item to resaleable condition.

This section does not limit any rights a customer may have under Australian Consumer Law.

3. Return Approval

All returns must be authorised by MATAI before being sent back.

Unauthorised returns may be refused or returned to the customer at their expense.

MATAI may request photographs or video of the item, packaging or issue before approving a return.

4. Faulty or Defective Products

MATAI products come with consumer guarantees under Australian Consumer Law.

If a product has a major failure, the customer may be entitled to a replacement or refund. Customers may also be entitled to have products repaired or replaced where they fail to meet the consumer guarantees and the failure does not amount to a major failure.

MATAI may inspect or assess a product to determine the nature and cause of an alleged fault.

Consumer guarantees do not apply to damage or faults caused by misuse, accidental damage, improper handling, unauthorised repairs or modifications, or other damage caused by the customer.

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot legally be excluded under Australian Consumer Law.

5. Resized or Adjusted Watches

A watch that has been resized, adjusted or modified cannot be returned for change of mind.

We recommend having your watch professionally resized to minimise the risk of damage or loss of components.

This does not affect a customer's rights under Australian Consumer Law where a product is faulty or otherwise covered by a consumer guarantee.

6. Lost or Damaged Components

Components that are lost or damaged after delivery are not covered by the MATAI limited warranty unless the issue is otherwise covered by Australian Consumer Law.

This may include:

  • Links
  • Pins
  • Screws
  • Clasps
  • Straps
  • Crowns
  • External fittings

MATAI does not guarantee the availability of replacement parts for every model.

Where replacement components are available, they may be purchased separately. If replacement components are unavailable, customers may need to source compatible components through a qualified professional at their own expense.

7. 2-Year Limited Warranty

MATAI watches include a 2-Year Limited Warranty from the date of purchase covering manufacturing defects affecting the internal movement mechanism under normal use.

Where a manufacturing defect covered by this limited warranty is confirmed, MATAI may, subject to applicable consumer law:

  • Repair the watch; or
  • Replace the watch with the same model or the closest available equivalent.

The warranty applies only to manufacturing defects and does not cover damage resulting from normal use, accidents, misuse or external damage.

Warranty Exclusions

The MATAI limited warranty does not cover:

  • Straps
  • Batteries
  • Normal cosmetic wear
  • Scratches or dents
  • Accidental or impact damage
  • Water damage caused by use outside the watch's stated water-resistance rating
  • Misuse or neglect
  • Lost components
  • Unauthorised repairs or modifications

External and consumable components are excluded unless they were faulty upon arrival or otherwise covered by Australian Consumer Law.

8. Warranty Claims

To submit a warranty claim, customers should:

  1. Contact MATAI customer support.
  2. Provide proof of purchase.
  3. Provide photographs or video showing the issue where requested.
  4. Follow the instructions provided by our support team.
  5. Send the product for assessment if required.

Customers should not send products to MATAI without receiving return instructions first.

MATAI may require the product to be inspected before a warranty remedy is confirmed.

9. Proof of Purchase

Proof of purchase may be required for returns, exchanges and warranty claims.

Acceptable proof may include an MATAI order confirmation, receipt or other valid evidence of purchase.

10. Consumer Law Notice

Our products come with guarantees that cannot be excluded under Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Our 2-Year Limited Warranty is provided in addition to, and does not replace or limit, your rights under Australian Consumer Law.