Refund and 365 Day Returns Policy

Our Commitment to Your Satisfaction: 365-Day Returns

At Trusted Mats, we stand behind the quality of our products. You have a full 365 days from your purchase date to return a standard, off-the-shelf mat for a refund or exchange.

Custom and Made-to-Measure Items: Important Considerations

Please be aware that custom and made-to-measure mats are created specifically for your order. Due to the bespoke nature of these items, returns are handled differently:

Discretionary Returns: While we aim to accommodate all our customers, returns for custom-made or made-to-measure items are considered on a case-by-case basis.
Customisation Fee: If a return is approved for a custom item, a customisation fee will be applied. This fee covers the costs associated with the materials and labour involved in creating your unique mat.
Prior Contact Recommended: We strongly encourage you to contact us before placing an order for a custom mat. We can help you confirm your measurements and ensure you’re ordering the correct product, minimising the need for returns.
Return Shipping Responsibility: In all cases where the custom mat has been produced to the provided specifications, the buyer is responsible for return shipping costs.

We encourage you to contact us before placing an order if you have any questions or concerns about custom items. We’ll gladly help you ensure you order the correct product and size.

Initiating a Return

To begin the return process:

Complete the returns form below.
Provide your proof of purchase (order number, invoice, or receipt).
We will then provide you with detailed instructions on how and where to return your item.
Do not return items directly to the manufacturer without our authorisation.

Return / Refund Form

(refresh the page if the form does not show below)

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

We will aim to swiftly resolve any issues. If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us.

Sale items

Only regular priced items may be refunded. Sale or discontinued items will be considered at our discretion.

Exchanges

We will look to replace items if they are defective, damaged or not a suitable solution. If you would like to exchange a mat, contact us and we will send you details of how and where to send your item to initiate the exchange.