Refund policy
Experience Complete Peace of Mind with Our 100% Product Guarantee!
At Mats4U, we stand behind the quality of our products wholeheartedly. That's why we offer our customers an exceptional 100% product guarantee. We are so confident that you'll love the mats you purchase from us that we ensure your complete satisfaction. It's a straightforward promise: if you discover a manufacturing defect, we'll take care of it.
Our range of products, all meticulously designed and aimed to exceed your expectations. However, if for any reason you find a manufacturing defect in your purchase, rest assured that we've got you covered. We'll either replace the mat or provide a refund if a replacement is not available, ensuring your satisfaction remains our top priority.
Custom & Made-to-Measure Mats (Including Coir Mats)
Some of our mats are manufactured specifically to the size or specifications requested by the customer. This includes all coir mats, which are cut or produced to order, as well as any other mats ordered in custom sizes or bespoke dimensions.
Because these mats are made especially for each order, they cannot be resold once produced.
In accordance with The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 , custom-made or personalised goods are exempt from the standard cancellation and return rights.
For this reason, custom-sized mats and all coir mats cannot be returned or refunded if a customer changes their mind after the order has been placed or once production has begun.
However, our 100% Product Guarantee still applies. If your mat arrives with a manufacturing defect or does not match the specifications ordered, please contact our team and we will review the issue and arrange a replacement or appropriate resolution where necessary.
To help avoid any issues, we strongly recommend that customers carefully check all measurements, sizes, and specifications before placing an order, as these products are manufactured specifically for you.
In the rare event that you need to return an item due to a manufacturing defect, simply follow these instructions.
- During UK office hours, give us a call at 0121 313 6748 or email us at sales@mats4u.co.uk with images, and inform one of our team members that you'd like to return a mat due to a manufacturing defect under our 100% product guarantee.
- We'll need some details from you, including your name, phone number, and the complete address where the mat is situated. If you have your invoice number or order number handy, sharing it with us will expedite the process.
- If there is a manufacturing defect in the product, we will get a replacement issued.
- Rest assured, your statutory rights remain intact throughout this process.
- This does not affect your rights under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
With our 100% product guarantee, your satisfaction is our utmost priority. Shop with confidence at Mats4U, knowing that we're here to ensure your complete peace of mind.
Please have the following information available:
Contact name & telephone number
Invoice number or order number
Location of product
Full address
Date received
Reason for return