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. After ordering, we will send you a mock-up by email for approval, at which point we can work together to ensure you are 100% happy before going to print.

Nothing in this refund policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable legislation.

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. Once an item has gone to print production, cancellation is no longer possible and a refund cannot be issued.

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 and we will do all we can to help.

Although we cannot 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.

Colour Disclaimer

Exact colour matching is not possible and is not offered as part of our service. All mats are produced using digital printing, which differs fundamentally from other colour reproduction methods. By placing an order, you acknowledge and accept the following:

Screen colours are indicative only. Computer monitors, tablets, and phone screens all display colours differently. We print onto a white substrate, which means printed colours will typically appear lighter than what you see on screen. Where possible, we adjust your design to help compensate for this difference, but there will always be some variation between the colour you approve on screen and the final printed mat.

We do not and cannot colour match to paint, fabric, furnishings, or any other physical material. Where a paint colour or colour reference (such as a RAL, Pantone, Farrow & Ball, or other brand reference) is provided, we will use the closest available hex value as a starting point only. Due to the fundamental differences between digital printing and paint or dye manufacturing, the printed result will not be an exact match and may differ noticeably. This is not a defect.

Variation between orders is possible. Slight colour variation may occur between separate orders of the same design due to differences in print runs, material batches, and environmental conditions during production.

Refunds, returns, reprints, and replacements will not be issued for colour variations or differences, including but not limited to differences between: the mat and your screen display; the mat and a paint or material sample; the mat and a previous order; or the mat and your expectations based on a colour reference provided.

If you receive a mat that is obviously and fundamentally the wrong colour (for example, you ordered a blue mat and received a red one), please contact us with a photograph within 7 days of receiving your order and we will arrange a replacement. This does not extend to shade variations, lighter or darker tones of the correct colour, or differences between the printed colour and a paint or material reference. The determination of whether a mat is fundamentally the wrong colour is at our reasonable discretion.

Non-Slip Disclaimer

Our mats are designed to be non-slip on most surfaces. However, they may not remain securely in place on some flooring types, including but not limited to carpets, concrete, or polished floors, due to the nature of these surfaces.

As the mat has a non-slip backing, this is not a product fault. We do not offer refunds or returns if the mat slips on your flooring. It is your responsibility to order a sample to check compatibility with your flooring before ordering. We recommend using double-sided carpet tape or a non-slip rug underlay for added stability.

Fading

Our mats are not UV-resistant. Exposure to direct sunlight may cause colours to fade over time. This is a natural characteristic of many fabrics and materials when placed in bright or sunlit areas.

Fading due to UV exposure is not considered a fault, and we do not offer refunds, replacements, or exchanges for mats that have faded over time.

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 7 days of receiving your order with photographs. We will investigate 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.

Care Instructions & Washing

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 not recommended.

We do not offer refunds, replacements, or exchanges for defects, damage, fading, or wear that occurs as a result of washing, including but not limited to machine washing, use of harsh detergents, or failure to follow our care instructions. Improper washing is not considered a manufacturing defect.

Delivery Issues

Risk of loss or damage passes to you upon delivery. If your order is lost or damaged in transit, please contact us within 7 days of the expected delivery date and we will investigate with the courier on your behalf. Where we confirm that an item has been lost in transit, we will offer a replacement or full refund at our discretion.

Intellectual Property

Where you upload or submit images, logos, text, or other content for personalisation, you are responsible for ensuring you have the rights to use that content. We accept no liability for any intellectual property infringement arising from content you have provided, and no refund will be issued where we refuse to print a design we reasonably believe may infringe third-party rights or contain offensive or unlawful material.

Contact Us

If you need to discuss your order or have any enquiries, please don’t hesitate to reach out to our customer support team at hello@skinnymat.co.uk. We are here to help and want to ensure your experience with Skinny Mat is as good as it can be.