Refund Policy

When a refund applies, how to ask for one, and how long it takes.

When a refund applies

• Your mat arrived damaged or faulty.
• We made a mistake: the wrong name, size, color, shape, font or finish compared with your order.
• We cancelled your order before production.

Personalized mats made correctly to your order are not refundable for a change of mind, unless the law where you live gives you that right. [Confirm per country with your legal adviser.]

How to ask for a refund

Email [support email] within [number] days of delivery. Include your order number, a short description and a photo of the problem. You will not need to send a damaged mat back unless we ask.

Remake or refund

You can choose a free remake of the same design or a refund of the price of the affected mat. If the whole order is affected, we also refund the delivery cost.

Timing and method

Refunds go back to the original payment method within [number] days of approval. Your bank may take a few more days to show it.

Two-mat bundles

If only one mat of a bundle is affected, we remake that mat or refund its share of the bundle price, including the bundle saving.