Returns policy

Returns, Guarantee and Warranty Policy

We want you to love what you bought. This page covers three different things: our 60 Day Guarantee for change of mind, our 12 month warranty for manufacturing faults, and your rights under the Consumer Guarantees Act, which sit on top of both and cannot be excluded.

Before you send anything back

Email info@musclemat.co.nz with your order number, the item, the reason for the return, and photos if something is wrong with it. We will reply with return instructions. Please wait for them, because a return sent without instructions can end up in the wrong place and take longer to sort out. Returns need to be posted; our warehouse cannot accept drop-offs. Asking you to contact us first does not limit any right you have under the Consumer Guarantees Act.

60 Day Guarantee (change of mind)

If you change your mind, ordered the wrong size or colour, or the product just isn't for you, you can return eligible items within 60 days of receiving them for a store credit.

• Store credit is issued as a voucher for the price paid for the item. It cannot be exchanged for cash or refunded to any payment method, and it cannot be combined with discount codes or sale promotions.
• You pay the return postage on a change of mind return.
• Once we approve the return, please post the item within 14 days.
• Items need to come back clean and in resalable condition with all parts and packaging. We may decline the credit, or reduce it, if an item comes back used, stained or damaged.
• Bulky items are excluded. Relax Chairs and Cloud Pads cannot be returned for change of mind because of freight and handling costs, so please check the sizes before you order.

None of these conditions apply if a product is faulty, damaged, unsafe or not as described. Those returns are handled under the Consumer Guarantees Act section below, and bulky items are included.

Colours can look a little different on a screen than they do in your home. A small colour difference is not a fault, but a product that is clearly different from its description is covered by the Consumer Guarantees Act.

12 month warranty against manufacturing faults

On top of your Consumer Guarantees Act rights, every Muscle Mat product comes with a 12 month warranty against manufacturing faults, starting on the day you receive it.

If a product develops a manufacturing fault within 12 months, we will replace it or refund it at our cost. Where the Consumer Guarantees Act gives you a choice of remedy, the choice is yours.

This voluntary warranty does not cover stains, marks, sweat, grease, food or drink spills, damage from accidents, misuse or pets, damage from not following the care instructions, normal wear and tear, or commercial use. These exclusions apply to this voluntary warranty only. They do not limit your rights under the Consumer Guarantees Act.

To make a claim, email info@musclemat.co.nz with your order number or other proof of purchase (an order confirmation or bank statement is fine), a description of the fault, and photos or a short video. We will assess the claim and tell you the next step. We cover the reasonable cost of returning a product with a covered fault: we will send a prepaid label, arrange collection for bulky items, or reimburse your postage. If the product was a gift, you can claim on it with the buyer's proof of purchase.

Warrantor: Stark Investment Group Pty Ltd (ABN 69 640 498 746) trading as Muscle Mat NZ. Email info@musclemat.co.nz.

This warranty is in addition to your rights under the Consumer Guarantees Act. The 12 month period does not limit how long your rights under the Act last, which depends on the product and its price and can be longer.

Your rights under the Consumer Guarantees Act

Our products come with guarantees under the Consumer Guarantees Act 1993 that cannot be excluded: they must be of acceptable quality, fit for their purpose, match their description and last a reasonable time. If a product does not meet a guarantee:

• If the problem is minor, we fix it within a reasonable time by repairing or replacing the product or refunding you, at no cost to you. If we do not, you can have it fixed elsewhere and claim the reasonable cost back from us, or reject the product.
• If the problem is serious (a substantial fault, the product is unsafe, it is significantly different from its description, or it cannot be fixed within a reasonable time), you can reject the product and choose between a refund to your original payment method and a replacement. You can also keep the product and claim compensation for the drop in its value. If you would rather have store credit, we are happy to arrange it, but the choice is yours.
• We pay the reasonable cost of getting a faulty product back to us. For bulky items such as Relax Chairs and Cloud Pads we arrange collection.
• Proof of purchase can be your order number, your confirmation email or a bank statement. You do not need the original packaging, and the product does not need to be unused.
• These rights last for a reasonable time after purchase, which can be longer than 12 months, and they apply whether the product was bought or received as a gift.

Damaged in transit, wrong item or missing parcel

If your order arrives damaged, or you receive the wrong item, email us with photos and we will send a replacement or refund you. You will not pay return postage. If a parcel has not arrived, contact us as soon as you can, ideally within 50 days of dispatch, so we can lodge a trace with NZ Post while they can still investigate. That timeframe helps us claim with NZ Post; it does not limit your rights if an order never arrives.

Order changes and cancellations

Orders are picked and packed quickly, so we cannot change or cancel an order once it is placed, including size, colour and address changes. Please check everything at checkout. If a parcel is refused, uncollected, or returned to us because the address given was wrong, we may charge a reshipping or processing fee of $30 to $50 per item before we send it again.

Contact

info@musclemat.co.nz. Email is the fastest way to reach us.