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. 

Custom mats do not qualify for a refund, return or replacement outside of 60 days from the date you received your mat.  

Please note, any replacements issued for a custom order will be the exact same design you originally ordered.  

Piths: These are naturally occurring and an inherent result of using a natural fibre such as coir.  They can appear on some doormats and may look like the coir fibres have clumped together.  These are do not qualify your doormat as faulty and will not grow in size, nor will they affect the functionality of your new mate.  

Sizing: Our mates come in 2 standard sizes (500 x 850mm and 650 x 1200mm) and all have a thickness of 17mm.  If your mate doesn't fit in your doorway and you wish to return it for a refund, please note you are responsible for covering the postage fees associated with the return.  Postage fees for sending out a new mat will also be your responsibility.  

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. 

Return Policy for Change of Mind Purchases:

We understand that sometimes you may change your mind about a purchase. If you wish to return an item due to a change of mind, we are happy to accept the return under the following conditions:

1. The item must be returned within 7 days of the delivery date.
2. The item must be unused, in its original packaging, and in the same condition as when it was received.
3. You are responsible for covering the postage fees associated with the return.

Once we receive the returned mat and verify its condition, we will process a refund to the original payment method used for the purchase, excluding any shipping fees. Please allow 7 business days for the refund to be processed.

Thank you for your understanding and cooperation.

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.