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.
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 complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, 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 contact@canvasmat.com.au.
Returns by manufacturing fault (if applicable)
Our mats are made of eco black rubber and printed with ink over the microfibre.
Our manufacturer follows strict quality control processes, although, during the production process, it can occur that the mats might receive some ink, leaving a tiny ink dot on the surface. If this is minimal it might not be detected by the quality control.
To ensure and prevent any defects of our products, Canvasmat double checks every piece before we deliver to our clients.
Despite this quality control, if you receive one of our products that has an ink fault, please get in touch with us to assist you.
We will need you to send the mat back to us during the week following the delivery for us to inspect it and identify the magnitude and cause of the problem.
Once your return is received and inspected, we will send you an email to notify you the result of our evaluation and communicate further steps.
If after the inspection of the product and in the case that Canvasmat assumed the responsibility of the failure a replacement is immediately shipped to you.
However, if the fault is minimal (as per the case mentioned in the first paragraph) we might not be able to proceed with an exchange or refund of the product.
The colour tonality in the designs printed in our mats can vary depending on the screen of the devices used.
We won’t be able to offer an exchange or refund when you are dissatisfied with the colour of the mat.
If you'd like a guarantee of the mat's colour expected, we encourage you to get in touch with us and we will do our best to find a solution to give all the technical support that you require.
For all returns, please email contact@canvasmat.com.au. Please include your full name, contact details & reason for return.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at contact@canvasmat.com.au and we will provide you an address where to send the item.
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 he will find out about your return.
Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.