Any request for a replacement / refund / store credit must be made within 30 days of the order. You MUST advise us of your request PRIOR to sending the item back.
You will be responsible for the cost and risk of returning goods, including the cost of return shipping. If the item is not received by us, you will not be eligible for a credit or exchange. We recommend that you insure high-value items that you return and at the very least, track your item through your choice of carrier.
You may be provided with a product exchange, refund or store credit (at our discretion) only when the returned product is received, and it complies with our returns policy. If the returned item does not meet the conditions of this policy, you will be responsible for the cost of receiving your returned goods back to your nominated address.
Any order of $150+ returned due to "change of mind" that is deemed eligible for a refund or exchange, will be processed with a 10% restocking fee applied which covers unretrievable costs incurred.
Please note that minor loose threads or short threads are normal and are NOT a manufacturer's defect and do not / will not compromise the product in any way.
Most loose threads can be snipped off or tucked into the weave. If you have concerns, please send us an image along with your order number to firstname.lastname@example.org so that we can advise.
If an item has been agreed to be returned to us:
Recycled Mats will not accept a return or exchange on any SALE items or purchases made using a discount voucher or code, nor on any items that have been customised by the addition of eyelets unless it is clear that the item is faulty.
If you simply change your mind about a product, we are happy to discuss an exchange but please note that return postage costs are your responsibility.
If we have agreed to provide a refund for "Change of Mind", the postage cost of whatever you initially paid** will be deducted from the refund or credit amount. Please note that refunds can only be paid into the same account that was used for the initial order.
(** the postage cost for items that are sent by courier will be as per the shipping charge on the order invoice)
Please note that if you have provided us with an INCORRECT or UNDELIVERABLE address (as deemed by the carrier) for your order and it is returned to us, in order for us to re-ship your items to you, you must supply us with an address that our choice of carrier (usually Auspost) will deliver to.
Also, if return-to-sender fees have been incurred by the return of the order to us, then these are to be paid by you plus the cost of the return shipment and the re-shipment of items back to your newly nominated address.
These return and re-shipment costs will be calculated on actual costs and be a minimum of $19.95 per parcel (note that we subsidise freight costs 90% of the time).
If Recycled Mats have made the mistake then we will cover ALL costs to get the package re-sent to you promptly.