Returns and Refunds

By ordering products on www.mbtshop.com.au , the MBT online store, you agree to be bound by MBT Return and Refund Terms. If you do not agree with any of these Terms, please do not proceed with any purchase.

1. How do I return my Order?

To initiate a return, or if you have questions regarding defective merchandise, returns for products purchased online on www.mbtshop.com.au , please contact our Customer Care team at ecs.au@masai-intl.com

2. Do I have to pay for Returns?

We provide free returns for items that are wrongly shipped or for defective merchandise shipped. However, a Return Delivery Fee of AUD 37 is chargeable for all other returns. The Return Delivery Fee is inclusive of the delivery, handling, fuel surcharges and insurance charges for the returns shipment.

3. When will I get my refund?

Your refund will be processed as soon as the product you have returned is inspected by our quality assurance team and it is confirmed that it fits within our returns policy. This quality check can take up to 2 weeks, though generally less. Do note that the return products can take up to 7 business days to reach us. Once the return has been approved, it takes 1-2 days for the refund to be made by MBT online store to your payment services provider (for example your credit card supplier). Please note that the time taken for a payment services provider to provide you with your refund can vary depending upon the provider. If you do not receive your refund within 21 business days, please contact our Customer Care team at ecs.au@masai-intl.com.

4. Can I exchange a product?

Unfortunately we are unable to exchange products. This is due to the fact that our order processing commences as soon as your order is placed. If you wish to exchange a product, you will need to return your purchase for refund and place a new order.

5. What should I do if my product arrives damaged or defective, or isn't what I ordered?

If you have received products which you did not order or a damaged/defective product please do not remove any tag or take out the product from the original packaging. We strongly recommend that you contact our Customer Care team at ecs.au@masai-intl.com with the order number and the issues with the order and our Customer Care Officer will be able to assist you from there.

6. What qualifies as a possible successful return?

The return process must be initiated within 14 days of order receipt, starting from the day of receipt of the ordered products. Items should still be in resalable conditions. Items should not be worn/used and should be in its original packaging. Returns will only be accepted if the original label/hangtag has not been detached or removed.

Returned products are inspected by our Quality Assurance Department. If there are any damages to the product as a result of a manufacturing defect or deviation from factory specifications, we undertake to fully refund the cost of any defective products.

If the defect in the product was caused by reasons other than materials quality or assembly process, the original product will be returned to you.

7. Will you refund my shipping / delivery costs if I return my order?

We will refund full purchase price of the relevant product(s) returned to us excluding shipping charges (if any).

8. Can I return MBT shoes that I purchase from other sites or stores?

Unfortunately, we only accept returns for purchase made via www.mbtshop.com.au .

Should you have any other questions that are not covered above, please kindly contact our Customer Care team at ecs.au@masai-intl.com and they will be happy to assist you.

Last Updated on 1 March 2017.