Refund policy

Returns Policy

You may return any non-personalised, un-used items within 28 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). 

You should expect to receive your refund within 1 week of giving your package to the return courier, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the courier (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

Information on how to return your item is at the bottom of your dispatch note. The address to return your non-personalised items is:

Mats By Design,
Unit B5, Copley Mill,
St Pauls Trading Estate,
Stalybridge,
Cheshire,
SK15 3QF

Unfortunately some items can not be returned and due to the nature of personalised products, exchanges and refunds are not available unless it is a fault on our part. If you need to return a personalised item due to a fault, please Contact Us with your order number and details about the product you would like to return. 

To avoid disappointment, we suggest you contact us in advance to check whether an item is refundable before ordering.

You can always contact us for any return question at laura@matsbydesign.co.uk

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on personalised items, outlet items or gift cards.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at laura@matsbydesign.co.uk