Refund and 365 Day Returns Policy

Buy with Confidence: 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.

We stand behind the quality of our products and want you to be happy with your mat.

365 days to return: You can return a standard, off-the-shelf mat for a refund or exchange within 365 days of purchase.
For home and business customers: Our 365-day offer is available to both.
Return carriage: You pay the return-carriage cost unless the return relates to a problem for which we are responsible or the law requires otherwise.

This offer is additional to your legal rights.

Logo, Custom and Made-to-Measure Mats

Personalised logo mats and mats made or cut to your individual specifications are excluded from our 365-day change-of-mind returns offer.

Before ordering: We’re happy to help you check the product, measurements and available colours.
Need to change or cancel? Contact us promptly so we can check what is possible before production progresses.
Exceptional returns: We may agree a change-of-mind return individually. Any costs, deductions and refund amount will be agreed with you in writing beforehand.

These exclusions do not affect applicable rights where goods are faulty, misdescribed, incorrectly supplied or fail to meet an agreed specification or purpose. No customisation fee applies to a remedy required by law.

Problems with Your Order

If your mat arrives damaged, is incorrect or develops a problem, please contact us so we can help.

Provide your order number or other proof of purchase.
Tell us what has happened; photographs are helpful where relevant.
We’ll assess the issue and explain the appropriate remedy and any return arrangements.

Please report problems promptly, preferably before cutting or fitting. This does not impose a seven-day limit on consumer rights.

Our Quality and Performance Guarantee provides additional support. Your legal rights can continue beyond the 365-day returns period.

Consumer Cancellation Rights

Consumers buying online or by telephone normally have 14 days after receiving their goods to tell us they wish to cancel, followed by another 14 days to send them back. You do not need to give a reason.

Goods made to your individual specifications or clearly personalised are normally exempt. Being manufactured after ordering does not, by itself, make a product exempt.

Business purchases do not have this consumer cooling-off right.

Arranging a Return or Exchange

Use the form below or contact us. Using the form is optional.
Include your order details and tell us whether you would prefer a refund or exchange.
We’ll provide the appropriate return address and instructions. Please contact us before sending goods back, as return locations vary.
Package your mat securely for transport.

Contacting us for instructions does not make a legal cancellation dependent on our approval.

Refunds and Sale Items

Refunds are made to your original payment method unless you agree otherwise.

For our voluntary 365-day returns, we issue refunds within 14 days of receiving and checking the returned mat. Where a legal right applies, we follow the applicable refund deadlines and delivery-charge rules.

Sale and discontinued items have the same consumer legal rights as full-price products. Returns outside those rights are considered individually under our voluntary offer.

Please see our Terms and Conditions for further details, or contact us if you need help.

Return / Refund Form

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