Refund Policy

Made-to-Order Products:

All our products are made to order, as a result, we do not offer refunds or exchanges based on changes of heart, dissatisfaction with colour, or sizing issues. We strongly recommend that you carefully consider your chosen colour and size before placing your order to ensure it complements your decor perfectly. You have the opportunity after you order to make any changes, we send you a mock-up for approval by email at which point we can work together to ensure your 100% happy before going to print.

Order Cancellation:

If you decide to cancel your order, please contact us as soon as possible. If your item has not entered the production or printing phase, we will gladly cancel the order and issue a full refund.

Unhappy with Your Order

In the event that you are unhappy with your order for reasons other than damage or defects, we encourage you to contact us within 14 days of receiving your item. To initiate the process, please provide us with your order number and detailed information regarding your concerns.

Although we can't issue refunds as every product is made to order, we are committed to your satisfaction and will work closely with you to find a suitable solution. This may include offering a significant discount on a re-order to address your preferences and ensure your ultimate satisfaction.

Colour Match Issues:

Unless your order is a significantly different colour to the one you ordered we cannot issue refunds if you change your mind or are not satisfied with the colour of your mat. The colour you see on your monitor is different to the colours printed due to specific monitor settings. We print onto a white substrate which makes colours lighter than you see on your screen, to ensure you get the colour your want we add some black to your order to negate this difference as much as possible but there will still always be a slight difference to the colour you see on screen at approval process than the printed mat. 

Non-Slip Disclaimer for Carpets

Our mats are designed to be non-slip on hard floors such as tile, laminate, and wood, as well as most low-pile carpets. However, they may not remain securely in place on deep-pile or long-pile carpets due to the nature of these surfaces.

As this is not a product fault, we do not offer refunds or returns if the mat slips on your carpet. We recommend using double-sided carpet tape or a non-slip rug underlay for added stability on deep-pile carpets.

Damaged or Defective Items:

While we take every precaution to ensure the quality of our products, if your item arrives damaged or with manufacturing defects, please contact us within three days with photos. We will initiate a thorough investigation and provide you with instructions for returning the item. Upon verification of the damage or defect, we will offer you a choice of a replacement item or a full refund.

However, we cannot be held responsible for any damage caused during washing, as this is a process outside our control and may vary depending on the washing machine and settings used.

To maintain the appearance and functionality of your doormat, we advise hand washing only with mild detergent, machine washing may compromise the integrity of the materials and is therefore not recommended.

Please note that improper washing may cause wear and tear, fading, or other damage to the doormat, for which we cannot accept liability. Always follow the care instructions provided and exercise caution to prolong the life of your doormat.

If your mat is slipping on a carpet this is not a defect. Our mats are non-slip on almost any surface, but some carpets, particularly deep pile carpets, are no match for a non-slip surface. If this is a problem it is not something we can refund for as your mat is made to order and this is the nature of your carpet. We recommend purchasing double-sided carpet tape or a non-slip underlay designed for rugs on carpets to go under your mat.

Contact Us:

If you need to discuss your order or have any other inquiries related to your order, please don't hesitate to reach out to our customer support team at hello@skinnymat.co.uk. We are here to assist you and ensure your shopping experience with us is as delightful as possible.