Terms & Conditions - Trusted Mats

These terms apply to all purchases from Trusted Mats. Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015.
Please read these terms carefully as they set out the conditions under which Trusted Mats makes products available to you (“Product Terms”). By placing an order online or over the phone, you agree to these terms.

1. Definitions:

We, us and our: Trusted Mats.
You and your: the customer.
Products: the mats and related items we supply.
Custom-made or made-to-measure: products made or cut to your individual specifications.
Consumer: an individual buying wholly or mainly for purposes outside their trade, business, craft or profession.
Business customer: a customer buying for purposes relating to their business, trade or profession.

2. Our Products:

Descriptions and images: We aim to describe and illustrate our products accurately. Screen settings, photography and lighting can affect how colours and textures appear. Digital images cannot reliably represent finished material colours. If colour or texture is important, ask about samples before ordering; availability and arrangements vary by product.
Fabric and material variation: Colours and textures may vary between production batches. An exact colour match between separate orders cannot be guaranteed unless expressly agreed. This does not remove applicable rights relating to an agreed description or sample.
Measurements: Please provide accurate measurements and check them before ordering. Tell us if a precise fit is essential, including any mat-well dimensions, depth or fitting requirements. Contact us if you need advice.
Manufacturing tolerances: Some manufacturing processes produce dimensional variation. The applicable tolerance will be stated on the product page or in your quotation. Any trimming or fitting allowance must be agreed separately. A stated tolerance does not remove applicable rights concerning quality, description, an agreed purpose or the agreed specification.
Custom-made products: Different change-of-mind return arrangements apply to custom-made and made-to-measure products. Please see section 9.
Product Suitability & Floor Compatibility: Please tell us about your flooring and any relevant use or installation requirements before ordering so we can advise. Follow the mat care instructions and your flooring manufacturer’s guidance, including any restrictions on mat backings, cleaning products and underfloor heating.
Place mats on a clean, dry floor. Regularly lift the mat, inspect the floor beneath, and clean and dry both surfaces as appropriate. Check more frequently where moisture or cleaning residues may accumulate. If you notice discolouration or another adverse change, stop using the mat and contact us.
Where a mat is described as LVT-safe or suitable for a particular floor, this describes its suitability for the stated application when used and maintained as instructed. It does not guarantee that the flooring cannot discolour or deteriorate beneath the mat from other causes.
We are not responsible for floor discolouration or damage to the extent that it is caused by trapped moisture, cleaning chemicals or residues, dirt or grit, unsuitable heating or installation conditions, existing flooring defects, or failure to follow appropriate care instructions, provided it is not attributable to a defect in the mat, an inaccurate product description, our failure to meet the contract, or unsuitable advice we have given.
This does not affect your applicable statutory rights.

2a. Logo Mats and Proof Approval:

Your proof: We will send a design proof for you to check before production. Please check the design, all text and spelling, dimensions, listed colour references and any identified artwork changes. Text may be re-set when preparing your design.
Printed Kaleidoscope mats: Standard palette colours provide approximate matches to submitted artwork. Digital proofs cannot reliably show finished textile colours, which vary with lighting, viewing angle and pile direction. If colour is important, free swatches are available and recommended before approval for Heavy Duty, HD Eco and All Weather.
Graphic inlay mats: Coco Coir and Synthetic Coir designs are formed from cut coloured materials rather than printed. Their material palettes are limited. We will identify any necessary artwork adaptations for approval. Ask about material samples before approving; availability and arrangements must be confirmed.
Special colours: A special dye-formula service is available on request for Heavy Duty and HD Eco only. The colour requirements, setup charge and approval arrangements must be agreed before ordering. An exact brand-colour match is not promised, but we will provide and request your approval of a colour sample with you before production.
Production approval: By replying with your go-ahead for production, you approve the attached proof’s design, text, dimensions, colour references and identified artwork changes. Any subsequent change requires fresh approval before production. Approval does not remove applicable rights for faulty, misdescribed or incorrectly supplied goods.
Artwork permission: Please ensure you have permission to use copyright-protected artwork and trade marks you supply. Any required licence fees are your responsibility.

3. Orders and our Contract:

Order details: Please check your order details before submitting them. We will confirm the details by email. These terms and any order-specific requirements expressly agreed with you apply to your order.
Consumer cancellation: For consumers buying online or by phone, eligible non-personalised goods can be cancelled from the time the contract is made until 14 days after receipt. You then have a further 14 days to return them. Processing or despatch does not remove this right. Refund and return-cost arrangements are explained in our Refund and 365 Day Returns Policy.
Personalised and individually specified goods: The consumer cooling-off right does not apply to goods made to your specifications or clearly personalised, including logo mats bearing your artwork or message. Being made to order alone does not establish this exemption. Applicable rights for faulty, misdescribed or incorrectly supplied goods remain unaffected.
Changes and cancellations: Contact us promptly if you want to amend or cancel a personalised or custom-made order. We will check whether production can be stopped and confirm any agreed amendment, cancellation, charge or refund. Once production begins, changes or change-of-mind cancellation may not be possible.
Business orders: Business customers do not have the consumer cooling-off right. Cancellations and amendments follow the terms agreed for the order and applicable law.
Telephone orders: Please check the emailed order details carefully and tell us promptly about any error. Logo mat production approval must be confirmed in writing.

4. Prices and Payment

Prices: Website selling prices include UK VAT at 20% where applicable. Quotations and invoices show the applicable VAT and total payable. Any price excluding VAT will be clearly labelled.
Additional charges: Any delivery surcharge or other additional charge will be explained and agreed before you commit to the order.
Payment: Payment methods and any agreed payment conditions will be shown at checkout or on your quotation or invoice. Logo mat production will proceed once written approval and the agreed payment conditions are complete.

5. Availability and Acceptance

If we cannot supply your order because a product is unavailable, discontinued, cannot be delivered to your destination or has been incorrectly priced, we will contact you promptly.

We will explain the available options, which may include an agreed alternative or cancellation with a refund of any amount due. We will not substitute a different product or change the agreed specification without your agreement.

This section does not remove rights or remedies available under applicable law.

6. Delivery of your goods

Timescales: Product-page despatch times are estimates. Despatch and delivery are different. Tell us before ordering if a delivery deadline is essential so we can confirm whether it can be agreed.
Delivery details: Please provide an accurate delivery address and contact information, and tell us promptly about any error.
Delays: We will inform you of material delays and explain the available options. Your applicable rights concerning delivery remain unaffected.
Inspection and fitting: Check that the goods are correct, complete and free from visible damage before cutting, fitting or arranging installation. We recommend waiting until delivery and inspection before booking a fitter.
Installation costs: We do not provide fitting services. We will always correct any error on our part by supplying the correct product promptly and at no additional cost. We cannot accept liability for installation, removal, or any associated labour costs.

7. Faulty, Damaged or Incorrect Goods

Please inspect your order on delivery and contact us promptly if it is damaged, faulty or differs from the agreed order. Prompt reporting helps us investigate, but we do not impose a seven-day cut-off on consumers’ legal rights.
Where a remedy is required by law, we will provide it in accordance with those rights. Depending on the circumstances, this may include a refund, repair, replacement or price reduction. We will meet necessary return or collection costs where required by law.
For business orders, remedies follow the agreed contract and applicable law.

8. Guarantee

Quality & Performance Guarantee: We offer a Quality & Performance Guarantee on our products. Full details, terms, and eligibility conditions can be found on our Quality & Performance Guarantee page.

9. Returns

We offer a voluntary 365-day refund or exchange policy for standard, off-the-shelf mats, including mats that have been used. The offer is available to consumer and business customers. See our Refund and 365-Day Returns Policy for details, including sale and discontinued products.
Personalised logo mats and goods made to your individual specifications are excluded from this voluntary offer. We may agree an exceptional change-of-mind return in writing. Any collection cost, deduction and refund will be explained and agreed before return.
These exclusions do not limit applicable cancellation rights or remedies where goods are faulty, not as described, unfit for an agreed purpose or do not meet the agreed specification. No customisation fee applies where a remedy is required by law.
Return carriage depends on the reason for return and applicable rights. Please contact us for the correct return arrangements before sending goods back.

10. Limitation of Liability

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot lawfully be excluded or limited.
Consumer orders: We are responsible for loss or damage that is a foreseeable result of our breach of contract or failure to use reasonable care and skill. The business liability restrictions below do not apply to consumers.
Business orders: Subject to applicable law, we exclude liability for indirect or consequential loss. Our total liability under an order is limited to the price of the products concerned, except where that limitation is unlawful or unenforceable.
We do not accept responsibility for any indirect, incidental, or consequential losses, including but not limited to installation, removal, or associated labour costs, loss of business, revenue, or other incidental expenses.
Trusted Mats does not provide fitting services, and customers are advised to inspect goods before arranging installation.
Trusted Mats shall not be liable for any damage to, or discolouration of, underlying flooring surfaces (including but not limited to vinyl, LVT, wood, laminate, carpets, or stone) resulting from staining, chemical reactions, plasticiser interaction, or moisture trapping caused by the long-term use of our Products, underfloor heating elements, intense sunlight, or improper subfloor preparation.
The customer assumes all risk regarding product compatibility and is solely responsible for testing the product on an inconspicuous area of their flooring prior to full use.
Advice about checking goods, floor compatibility and installation does not remove responsibility for defective goods, an incorrect supply or an unsuitable recommendation for a purpose agreed with us.
Our total aggregate liability under or in connection with any contract shall be strictly limited to the total price of the specific products purchased.

11. Privacy

We are committed to protecting your privacy. Please refer to our Privacy Policy for details on how we collect, use, and protect your personal information.

12. Governing Law

These terms and conditions are governed by and construed in accordance with the laws of England and Wales.

13. Entire Agreement

These terms, the relevant product description and the order-specific requirements expressly agreed with you form part of our contract. For logo mats, this includes the final approved proof and any separately agreed colour or fitting requirements.
Nothing in these terms excludes information or assurances that are binding under applicable law.

14. Severability

If any provision of these terms and conditions is held to be invalid or unenforceable, such provision shall be struck out and the remaining provisions shall remain in full force and effect.

15. Contact Us

If you have any questions about these terms and conditions, please contact us.