Quality & Performance Guarantee

At Trusted Mats, we stand behind the quality of our products. Our Quality & Performance Guarantee gives you additional confidence when choosing matting for your home or business.

Our Commitment to You:

• Quality assurance: Our guarantee covers manufacturing defects, material flaws and premature failure when a product is used for its recommended application and cared for correctly.
• Expert advice: We’re happy to help you choose the right product, backing and size. Tell us about your flooring, environment and intended use before ordering.
• Help if something goes wrong: Contact us and we’ll assess the problem, explain the appropriate remedy and arrange the next step. This may include repair, replacement or refund, depending on the circumstances and your applicable rights.

This guarantee is available to consumer and business customers for products supplied to UK delivery addresses. It applies for 12 months from the date of delivery.

365-Day Returns for Standard Mats:

• We want you to feel confident trying your mat.
• Standard, off-the-shelf mats: Return your mat for a refund or exchange within 365 days of purchase under our returns policy.
• Return carriage: You pay return carriage unless the return relates to a problem for which we are responsible or the law requires otherwise.

Please see our Refund and 365-Day Returns Policy for full arrangements, including sale and discontinued products.

Logo, Custom and Made-to-Measure Mats:

• Quality cover remains: Personalised logo mats and products made or cut to your specifications are covered by our quality guarantee.
• Change-of-mind returns: These products are excluded from the standard 365-day offer. We may exceptionally agree a return, with any costs and refund amount agreed in writing beforehand.
• Specifications and approval: We assess supply errors against your agreed order details, any approved logo proof and the tolerance stated for the particular product.
• Help before ordering: Contact us if you need advice on measurements, colours or suitability.

No customisation fee applies to a remedy required by law. Proof approval does not remove applicable rights for faulty, misdescribed or incorrectly supplied goods.

What the Quality Guarantee Does Not Cover

The quality guarantee does not cover:

• Fair wear and tear consistent with the product’s intended use.
• Damage caused by misuse, unsuitable cleaning products or failure to follow relevant care instructions.
• Damage caused by incorrect installation, unsuitable placement or loads beyond the product’s stated capability.

These exclusions apply where the stated cause accounts for the problem. They do not excuse a defective product or an unsuitable recommendation for a purpose we agreed with you.

They also do not make a used standard mat ineligible for our separate 365-day returns offer.

How to Get Help

• Contact us, or use our return request form.
• Include your order number or other proof of purchase and a description of the problem. Photographs are helpful where relevant.
• We’ll explain any assessment needed and provide the appropriate return instructions. Please contact us before sending goods back, as return locations vary.

Using our form is optional. We will arrange or cover necessary return carriage where required by law.

Your Legal Rights

This guarantee is additional to your applicable legal rights. Consumers’ rights concerning quality, fitness for purpose and description are not restricted by these conditions or by expiry of the guarantee or 365-day returns period. Business customers retain their rights under the contract and applicable law.

See our Terms and Conditions for further details.