Refund policy
Returns, Exchanges & Warranty Policy
By purchasing from Matai Watches, you agree to the terms outlined below. This policy operates in accordance with Australian Consumer Law.
1. Change of Mind
We do not offer refunds for change of mind.
At our discretion, we may offer a store credit or exchange if:
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The request is made within 7 days of delivery
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The item is unworn and unused
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The item is in original condition
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All original packaging, accessories, protective films and materials are included
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The watch has not been resized, adjusted, or modified
Original shipping costs are non-refundable.
International change-of-mind returns are not accepted.
2. Return Condition Requirements
Original packaging forms part of the product and must be returned in resaleable condition.
If packaging is returned:
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damaged
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marked
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missing
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altered
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incomplete
we reserve the right to:
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deduct a restocking or repackaging fee, or
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reject the return.
Missing Components
Returns must include all originally supplied items including:
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watch
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box
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inserts
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warranty materials
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spare links
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accessories
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protective films
Returns missing components may be refused or subject to deductions reflecting replacement value.
3. Return Approval Required
All returns must be authorised before being sent back.
Unauthorised returns may be refused.
We may request photos of the item and packaging before approving a return.
4. Australian Consumer Law – Faulty Items
Under Australian Consumer Law, customers are entitled to a repair, replacement or refund if a product has a major manufacturing fault.
This does not include issues caused by:
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misuse
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accidental damage
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water exposure outside rated limits
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normal wear and tear
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cosmetic damage after use
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third-party repairs or modifications
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improper handling
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lost components
We reserve the right to inspect products before confirming fault eligibility.
5. Resized or Adjusted Watches
Once a watch has been resized or adjusted, it is considered used and cannot be returned for change of mind.
We strongly recommend professional resizing to avoid loss or damage of components.
6. Lost or Damaged Parts
Lost or damaged components after delivery are not covered under warranty.
This includes:
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links
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pins
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screws
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clasps
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straps
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crowns
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external fittings
We do not guarantee availability of spare parts.
If parts are available, they may be purchased separately.
If unavailable, customers may source compatible components through a professional watchmaker at their own expense.
7. 2-Year Limited Warranty
All watches include a 2-Year Limited Warranty from the date of purchase covering manufacturing defects in the internal movement mechanism under normal use.
If a manufacturing defect is confirmed, we will at our discretion:
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repair the watch, or
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replace the watch with the same or closest equivalent model.
Warranty Exclusions
This warranty does not cover:
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straps
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batteries
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cosmetic wear
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scratches or dents
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accidental damage
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impact damage
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water damage
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misuse
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neglect
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lost parts
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unauthorised repairs
External and consumable components are excluded unless faulty upon arrival.
8. Warranty Claims Process
To submit a claim, customers must:
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Contact support
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Provide proof of purchase
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Provide photos or video of the issue
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Await assessment approval
Unauthorised returns may not be processed.
9. Proof of Purchase
Proof of purchase is required for all returns, exchanges and warranty claims.
Without proof of purchase, claims may not be approved.
10. Consumer Law Notice
Our goods 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 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.