Refund Policy

At The Mat Collective, we want you to love every purchase you make with us. If you’ve received a faulty, damaged, or incorrect item, please email us right away at hello@thematcollective.co.nz so we can make it right.

New Zealand Returns

To request a refund or exchange:

• Contact us at hello@thematcollective.co.nz within 7 days of receiving your order.
  

• Returned items must reach us within 14 days of delivery.
  

Items must be:

• In original condition (unworn, unused, unsoiled)
  

• With tags attached and in original packaging
  

• Accompanied by a copy of your invoice
  

Important info:

• Return shipping costs are the customer’s responsibility.
  

• We strongly recommend using a tracked courier. The Mat Collective is not liable for returns lost in transit.
  

• Exchanges may incur an additional shipping fee for the new item.
  

• Refunds are processed once we’ve received your return and will be issued to the original payment method (credit card, PayPal or Square).
  

• Refunds apply to full-priced items only and do not include shipping charges.
  

• Please note: We do not accept returns or exchanges on sale or discounted items.
  

International Returns

To request a refund or exchange:

• Email hello@thematcollective.co.nz within 7 days of receiving your order.
  

• Items must be returned and received by us within 30 days of delivery.
  

Items must be:

• In original condition (unworn, unused, unsoiled)
  

• With tags attached and in original packaging
  

• Accompanied by a copy of your invoice
  

Important info:

• Return shipping is the customer’s responsibility.
  

• All international returns must have a valid tracking number.
  

• The Mat Collective is not liable for items lost in transit.
  

• We do not cover international return shipping for change-of-mind returns — only for faulty items.
  

• Please clearly label your return as “for exchange or refund” to avoid customs charges. Any duties or taxes incurred are the customer’s responsibility.
  

• Refunds are issued to the original payment method once your return is received and cleared.
  

• Refunds apply to full-priced items only and exclude all shipping costs.
  

• Please note: We do not accept returns or exchanges on sale or discounted items.
  

Have a question about your return? We’re happy to help — just reach out at hello@thematcollective.co.nz