Refund policy
Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange. If your mat is found to have a defect or fault, you may contact us regarding a Warranty claim.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To request a return, please email info@theoutdoormatco.com.au with an explanation for your request, any necessary photos to support your request, and your original proof of purchase. We require a receipt or proof of purchase to review your request for a return.
Please do not send your purchase back to us, without prior contacting us via email and receiving return shipping instructions. We reserve the right to reject any deliveries that are not expected by us.
Exchanges and Refunds
Once your request for a return has been received by email, it will be assessed, and we will send you an email to notify you of the outcome. If approved, this email will also contain the next steps to return your product to us.
If you are approved, then your request will be processed, and you will be:
1. Sent a replacement mat that is the same as the original mat purchased; or
2. Provided with a refund or credit that is automatically applied to your credit card or original method of payment, within 10 business days. The refund amount will be for the original purchase price paid, less any shipping costs.
Late or missing refunds
If you are yet to receive a refund, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@theoutdoormatco.com.au.
Sale items
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will be notified of your return.
Shipping / Sending returns back to us
If you are required to return a product to us, we will provide you with return shipping instructions.
Unless the return is due to our error (such as receiving the wrong item or a faulty product), you are responsible for the cost of returning the item. Original shipping charges are non-refundable. If a refund is approved, any applicable return shipping costs may be deducted from your refund.
If you choose to use your own courier or postal service, you must provide us with a valid tracking number and tracking link. We cannot accept or process returns that are sent without tracking.
If we have unfortunately sent you the wrong item, the incorrect item must be returned to us before we can issue a full refund or send the correct replacement. Once the returned item has been received and verified, we will promptly process your refund or replacement. If the error was ours, we will provide instructions for the return and cover the reasonable cost of return shipping.
Delivery times for exchanged products will vary depending on your location.
If you are returning an item valued at over $75, we recommend using a trackable shipping service and/or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.