Matt Blatt Guarantee
& Returns Policy
The Matt Blatt Guarantee
Matt Blatt change of mind returns
Eligible products for change of mind returns
Marketplace sellers
How to return an item
Faults or problems later?
The Matt Blatt Guarantee
The Matt Blatt Guarantee applies to each and every product sold on Mattblatt.com.au
Whenever you place an order on Mattblatt.com.au, we promise that you will get exactly what you ordered. If the product isn’t what you ordered, then we will make sure you receive the correct product, and if we can’t we will issue you with a refund.
Matt Blatt change of mind returns
We proudly offer you a 14-day change of mind returns policy on selected products, including footwear, apparel and exclusives sold on Mattblatt.com.au
If you choose to return your product under our change of mind returns policy, and it’s eligible to be returned, we will issue you Mattblatt.com.au credit equivalent to the value of the returned products, excluding delivery charges, to spend on something new.
Eligible products for change of mind returns
Our 14-day change of mind policy applies to selected products that are sold by Matt Blatt.
We want you to make every purchase with confidence, so all product listing pages include a Warranty & Returns section where you can check in advance if the product you’re buying is eligible for a change-of-mind return. If a product listing specifically states that the product is not able to be returned under this policy (usually due to the size of the item or for health and safety reasons), then unfortunately we are unable to accept returns under our change of mind policy.
Please return products in their original new condition and suitable for resale along with all original packaging, tags and accessories. Footwear and apparel should be unworn, unwashed and with all original packaging and tags still attached otherwise we will not be able to process your request.
Customer safety and hygiene are our primary concerns, so unfortunately we are unable to accept change-of-mind returns on some products, including:
- Underwear, hosiery, bras and socks
- Swimwear
- Cosmetics, beauty and personal care products with a broken seal
- Perishable goods and food items
- Adult toys and sexual health products
- Selected jewellery
The following products are also ineligible to be returned under this Change of Mind policy:
- Large or bulky furniture and appliances
- Selected pantry products
- Downloadable software
- Personalised and made-to-order items
- Precious metals (gold, silver and platinum)
You can find out if a product is eligible for a Change of Mind return in the Warranty & Returns section of the product page.
Marketplace sellers
We provide a marketplace for third-party retailers to list their products on Mattblatt.com.au and sell them directly to the customer. Products that are sold by a marketplace provider will identify the third-party seller on the product listing page.
All marketplace retailers on Mattblatt.com.au are subject to the Matt Blatt Guarantee and take responsibility for their products, the content of their listings, and the return of their products in accordance with the Matt Blatt Guarantee.
How to return an item
To return an item under the Matt Blatt Guarantee or Change of Mind policy, follow these simple steps:
- Visit your Mattblatt.com.au account dashboard
- Go to your order history
- Select the product you wish to return
- For products sold by Matt Blatt, click ‘Contact Matt Blatt’.
- For marketplace orders, click ‘Contact Seller’
- Follow the prompts to return the selected item
If you don’t have a Mattblatt.com.au account, you will be asked to create one at no extra cost so that our team can assist you with your inquiry.
For the return of products sold by Mattblatt.com.au, our Customer Care team will provide you with instructions on how to prepare and submit your return. For products sold by Mattblatt.com.au, we will take care of it from there and get back to you within 48 hours.
Marketplace retailers accept all responsibility for their listings, the return of their products, and for providing remedies in accordance with the Matt Blatt Guarantee. In the event that you’re dissatisfied with the outcome offered by the marketplace seller, you can request that your claim be escalated and a member of Mattblatt.com.au’s Customer Care team will get in touch with you to resolve the issue. For products sold by a Marketplace Seller, if the Seller hasn't provided a satisfactory resolution within 3 working days, please lodge a dispute escalation request at the link provided in your case correspondence and we will take care of it from there in accordance with this Guarantee.
We want you to make every purchase with confidence, so all product listings include a Warranty & Returns section where you can check in advance if the product you’re buying is eligible for a Change of Mind return.
Faults or Problems later?
If your product was fine when you received it but later develops a problem or fault, you can also contact Mattblatt.com.au or the Marketplace Seller by following the above steps.
All purchases are covered by the Mattblatt.com.au Customer Charter here
If you are experiencing issues with your product, please refer to our Help Centre first for instant answers to frequently asked questions and product-specific troubleshooting. If you are unable to find an answer or solution to your issue, please contact our Support team through your Mattblatt.com.au account dashboard. After contacting our Support team, you will be automatically sent 3 articles that we believe are most likely to resolve your issue - this is an automated response in addition to contact from our Support team.
Please note that where Products are faulty or damaged upon delivery, photographic evidence of the damage or fault must be submitted to Matt Blatt Support via the Help Centre within 3 days of receipt of the product. Failure to do so may result in your claim being denied.
To lodge a claim:
- Contact our Support team through your Mattblatt.com.au account dashboard and provide our team with a description of the fault. To assist our team in providing you with a speedy resolution, please include photos and/or a short video demonstrating the damage or fault with your product.
- Our Support team will review your claim and in the first instance, attempt to troubleshoot and resolve the issue for you without the need to return your product.
- If it is determined via troubleshooting that your product may be faulty, our team will provide instructions to have the product returned for assessment. If the product does need to be returned, we will arrange return shipping at no cost to you. For larger items, an on-site assessment may be arranged.
- Once we receive the product, our experienced technicians will assess it and determine how to best resolve the issue.
As an online retailer, Mattblatt.com.au do not have physical retail stores where you can return your faulty products. As such, it is important that you provide our team with as much information as possible (including photos and/or videos) to ensure your product fault can be diagnosed promptly and we can resolve your issue.