Return Policy

At Creative Mats, we are committed to delivering high-quality custom logo mats that meet your expectations. However, we understand that issues may arise, and we aim to resolve them efficiently. Below is our policy regarding returns, refunds, and order cancellations.

1. Order Cancellation

  • Before production: If you cancel your order before production begins, you are eligible for a full refund.
  • After production: If you cancel your order after production has started, no refund will be issued.

2. Returns and Refunds

  • If the mats do not match your approved logo design or arrive defective, we will replace or rectify them at no additional cost. Where a return or refund is requested for reasons unrelated to an error or defect caused by Creative Mats, the return courier costs will be the customer’s responsibility and may be deducted from the refund amount, where applicable
  • All requests for returns or credit must be initiated in writing by the Client. No Goods may be returned or exchanged unless prior written authorisation has been obtained from Creative Mats. Any Goods returned at the Client’s request may be returned by a courier, and the Client will pay for the expense. Returns of non-faulty Goods may incur handling- or administration fees of 25% (twenty-five percentum) of the total value of the Order.

3. Artwork Responsibility

  • Customers are responsible for ensuring the accuracy and quality of the logo design submitted.
  • Creative Mats is not liable for errors or discrepancies resulting from incorrect or low-quality artwork provided by the customer.

4. Refund Process

Upon receiving and inspecting the returned product, we will process your refund. The refund will be issued to the original payment method used for the purchase. Please allow 7–10 business days for the refund to reflect in your account. Return courier costs will be deducted from the refund amount, where applicable.

5. Production Timeframe

  • Standard mats: 5–7 working days
  • Spaghetti/Vinyl loop mats & Jet-printed mats: 10–15 working days
  • Orders exceeding 30 mats: The estimated lead time will be provided by your Creative Mats Consultant.

6. Payment Terms

  • A 50% deposit is required before production begins.
  • The remaining 50% balance must be paid before delivery or collection.
  • If full payment is not made, Creative Mats reserves the right to retain ownership of the goods.

For further assistance, feel free to contact us. We appreciate your business and look forward to serving you!