Refund policy

Friendly and Fair Returns and Repairs Policy

At Matai Watches, we truly value our customers and aim to provide the best possible experience. We take pride in the quality of our products, and we’re committed to addressing any issues that may arise. Below is our updated returns policy, which helps us maintain fairness for both our customers and our business.

Returns Policy

We understand that sizing can be tricky when shopping online. While we generally do not accept returns unless the item has a defect or fault, we’ve streamlined our process for returns and exchanges related to sizing:

  • Customer Responsibility for Returns: If you need to return an item due to size issues, please note that return shipping costs are the responsibility of the customer.
  • Return Process: To begin the return process, please contact us at info@matai.com.au with a detailed description of the issue and your proof of purchase. Please note that we do not process returns through social media channels. All requests must be sent to our email address.
  • Response Time: We will review your request and respond within 3 business days. Please allow up to 7 business days for refunds to be processed once approved.

Repairs for Watches and Jewelry

We understand that your timepiece or jewelry is important to you. If repairs are needed, we’re here to help:

  • Repair Timeframe: Repairs can take up to 3 months, particularly for watches that may need to go back to the manufacturer. While we aim to resolve issues promptly, please allow time for this process.
  • Parts: If any parts (such as bolts or components) are lost by the customer, we cannot replace them. However, these parts may be available for separate purchase.

Damaged or Incorrect Items

If your item arrives damaged or isn’t what you ordered, we want to make it right:

  • Contact Us Immediately: Please email us at info@matai.com.au with photos of the damage and a description of the issue.
  • Solution: We will work with you to find the best solution, whether it’s a repair, replacement, or exchange.

Fair Decisions

We are committed to fair and reasonable decision-making. Each case will be reviewed individually to determine the appropriate course of action—repair, replacement, or refund—based on the situation.

Thank you for choosing Matai Watches! If you have any concerns or questions, don’t hesitate to contact us. We appreciate your trust and support!