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:
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Contact us at hello@thematcollective.co.nz within 7 days of receiving your order.
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Returned items must reach us within 14 days of delivery.
Items must be:
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In original condition (unworn, unused, unsoiled)
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With tags attached and in original packaging
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Accompanied by a copy of your invoice
Important info:
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Return shipping costs are the customer’s responsibility.
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We strongly recommend using a tracked courier. The Mat Collective is not liable for returns lost in transit.
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Exchanges may incur an additional shipping fee for the new item.
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Refunds are processed once we’ve received your return and will be issued to the original payment method (credit card, PayPal or Square).
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Refunds apply to full-priced items only and do not include shipping charges.
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Please note: We do not accept returns or exchanges on sale or discounted items.
International Returns
To request a refund or exchange:
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Email hello@thematcollective.co.nz within 7 days of receiving your order.
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Items must be returned and received by us within 30 days of delivery.
Items must be:
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In original condition (unworn, unused, unsoiled)
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With tags attached and in original packaging
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Accompanied by a copy of your invoice
Important info:
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Return shipping is the customer’s responsibility.
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All international returns must have a valid tracking number.
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The Mat Collective is not liable for items lost in transit.
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We do not cover international return shipping for change-of-mind returns — only for faulty items.
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Please clearly label your return as “for exchange or refund” to avoid customs charges. Any duties or taxes incurred are the customer’s responsibility.
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Refunds are issued to the original payment method once your return is received and cleared.
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Refunds apply to full-priced items only and exclude all shipping costs.
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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