Refund & Return Policy

Please review our refund and return policy below prior to ordering.  By placing an order via our website, you are agreeing to our terms & conditions as well as our refund and return policy. 

Eligibility for Returns and Refunds:

Damaged in transit claims: If your doormat arrives damaged or torn, please send us an e-mail within 7 days of its arrival, to hello@doormates.com.au with a photo of the damage, your name and order number so we can investigate.  Claims for mats having arrived damaged or torn after 7 days of its arrival cannot be accepted. 

Outside of ‘damaged in transit claims’ our refund and return policy is valid for 60 days from the day your mate is delivered.  Regrettably, if this timeframe elapses, we cannot accommodate refunds, returns or exchanges.

Custom orders: If upon inspection you find any discrepancies such as faults, damage, or misprints, promptly inform us via e-mail within 7 days of your mates arrival.  We will address the issue swiftly, ensuring your personalised mat meets your expectations. Such custom mats are eligible for replacement or a full refund following a brief assessment. Photos must be provided in all cases for custom orders. 

Process for Returns and Refunds:

Kindly reach out to us at hello@doormates.com.au within 60 days of the delivery date of your order providing your name, order number, and accompanying photos of the mat.  Please also include any feedback you have and a reason for requesting a return/refund.

Upon review and approval of your request, we will notify you via email.

If approved, for a refund, it will be processed to your original payment method, timing contingent upon your financial institution's policies.

If approved for a return, please note that shipping costs for returns and replacements are your responsibility.  We recommend obtaining tracking details if returning an item over $75 as we cannot be held responsible for mats that are lost in transit. 

Exchanges:

As per our process for returns and refunds, we ask for any exchange requests that you kindly reach out to us at hello@doormates.com.au within 60 days of the delivery date of your mat.  Please provide your name, order number, and accompanying photos of the mat.  Please also include any feedback you have and a reason for requesting an exchange.

If approved for a return, please note that shipping costs for returns and replacements are your responsibility.  We recommend obtaining tracking details if returning an item over $75 as we cannot be held responsible for mats that are lost in transit. 

Contact Us:

Should you have any questions or queries, please reach out to us at hello@doormates.com.au and one of our friendly staff will be more than happy to help.