Returns Policy
Cancelling an order:
We want you to be happy when placing and receiving an order from us and for your peace of mind and protection, we offer returns on our products up to 28 days after receipt for a full refund of the product cost, not including any delivery charges. If you would like to return any product to us, it should be in its original condition and you must contact us to make us aware of your return, otherwise this can delay your refund being issued. Return delivery of any non-faulty products is at your own expense and we recommend you obtain sufficient insurance on your return parcel to cover the cost of the product.
Orders cancelled prior to shipping are subject to a 3% credit / debit card fee of the total order value.
We offer a 2 hour window to cancellation period for any online order, any cancellation request after this window will not be accepted.
If the goods have been shipped and are currently in transit at the time of cancelling your order, any costs to stop the delivery and have this returned back to us must also be covered by the customer as this is classed as a return.
We take great care when packaging your order to ensure that our products reach you in the best possible condition, however sometimes breakages do occur. If this is the case with your order, please contact us within 7 days of receipt of your order to arrange a refund or replacement of product. If your item is faulty, please let us know as soon as you discover the fault so we can assess the problem and offer any suggestions on how we will rectify this.
As with any other website, all images are for indicative purposes only and colours will vary slightly from those displayed on screen. Most of our products are manufactured from recycled materials and as such, exact colour matching is not possible.
You can expect a refund in the same form of payment originally used for the purchase within 5 days of us receiving your return. MatsGrids will check all items returned as damaged or defective. In the event we find no fault, we will issue a refund or credit, providing the goods are returned in the same condition as sent. The refund will be issued minus the delivery cost, any collection cost as described in the cancelling of the order, if the goods are found not to be faulty.
In order to initiate a return, please use any of the methods which can be found on the contact us page.
Items returned because they are damaged, defective or incorrect:
If you are returning an item because of an error on our part or because it is damaged or defective, we will refund the delivery charges incurred in sending the item to you and pay your costs of returning it to us by refunding your return postage costs. No handling fee will be charged if we have sent you any items that are damaged, defective, or incorrect.
You can expect a refund in the same form of payment originally used for the purchase within 5 days of us receiving your return. Matsgrids will check all items returned as damaged or defective. In the event we find no fault, we will not issue a full refund but providing the goods are returned in the same condition as sent then a credit will be issued less the postage costs and handling fees as described in the cancelling of the order.
