Quality & Performance Guarantee

At Trusted Mats, we are committed to providing commercial-grade matting built to perform. We want you to feel completely confident in your purchase, which is why every product in our range is backed by our Quality & Performance Guarantee.

Our Commitment to You:

Tested for Performance: Every mat featured on Trusted Mats is tested and evaluated for its designated application and floor type before being made available for sale.
Manufacturing Assurance: We guarantee our products against manufacturing defects, material flaws, and premature failure when used within their specified design guidelines and recommended applications.
Expert Selection Support: If you are unsure which mat suits your environment, our team is available prior to purchase to ensure you select the ideal product, backing, and size.

365-Day Standard Returns & Exchanges:

Eligible Products: Standard, off-the-shelf mats in unused, resalable condition.
Return Window: Hassle-free returns or exchanges within 365 days of purchase, subject to our Refund and Returns Policy.
Carriage Costs: Where a standard mat has been supplied correctly per the order, return shipping costs remain the buyer’s responsibility.

Custom-Made & Bespoke Items:

Discretionary Handling: Because custom and made-to-measure mats are created to order, non-defective returns or exchanges are evaluated on a case-by-case basis.
Customisation Fees: Approved custom returns may incur a fee to cover bespoke materials and production labour. Return carriage remains the buyer’s responsibility.
Defect Coverage: We will promptly rectify, repair, or replace any item with a manufacturing defect or dimensional error outside our standard tolerance (±3%).
Pre-Order Verification: We strongly encourage you to contact us prior to ordering bespoke items to verify sizing and specifications.

Initiating a Return:

To initiate a return or exchange, please complete our Refund/Return Request Form, providing your name, telephone number, order number, proof of purchase, and reason for return.
We will contact you with specific instructions on how and where to return your item. Please do not return items directly to the manufacturer without prior authorisation.
Upon receipt and inspection of the returned item, we will process your refund or exchange in accordance with our Refund and Returns Policy.

Guarantee Conditions & Exclusions:

To maintain fairness, this guarantee applies strictly to mats used in accordance with their designated application and care instructions. This guarantee does not cover:

Damage caused by misuse, chemical exposure, or improper maintenance.
Damage resulting from incorrect placement, using an incompatible backing for the flooring surface, or applying loads beyond the mat’s intended use.
Fair wear and tear expected from normal daily use.

Your statutory rights and rights under the Consumer Contracts Regulations remain unaffected.