At Matai Active, we’re committed to quality and customer satisfaction. If something isn’t quite right, please review our returns and refunds policy below.
Return Window
We accept returns within 30 days of purchase.
Unfortunately, returns or exchanges requested after this period cannot be accepted.
Eligibility for Returns
To be eligible for a return, items must:
- Be unused, unworn, and unwashed
- Be in original condition
- Be returned with original packaging and tags attached
- Include proof of purchase (receipt or order confirmation)
Incorrect or Damaged Items
If your order arrives faulty or incorrect, please contact us as soon as possible.
- Provide clear photos or videos of the issue
- Once reviewed, we will arrange a replacement or full refund at no cost to you
Refunds
Once your return is received and inspected (within 5 business days), you’ll be notified of the outcome.
Approved refunds will be processed to your original payment method within 10 business days.
Exchanges
We offer one free size exchange for the same item (subject to stock availability).
Please contact our customer support team to organise an exchange.
Return Shipping
Returns must be sent to:
Matai Sports
Unit 2, 39 Dacmar Rd
Coolum Beach, QLD 4573
Australia
Please note:
- Return shipping costs are the customer’s responsibility
- Shipping costs are non-refundable
- We recommend using a trackable shipping service and keeping proof of postage
Non-Returnable Items
For hygiene reasons, we cannot accept returns on:
- Socks
Sale Items
All sale, clearance, or markdown items are final sale and not eligible for return or exchange.
International Orders
We are currently unable to accept returns on international orders.
Australian Consumer Law
This policy complies with the Australian Consumer Law.
Matai Active reserves the right to refuse returns that do not meet the above conditions.
Policy Updates
Matai Active reserves the right to update this policy at any time. Changes take effect immediately once published on our website.