Return Policy
At Countermats, your satisfaction is important to us. If there is an issue with your order, we will work with you to find a fair solution, which may include repair, replacement, store credit, or a refund depending on the situation.
1. Eligibility for Returns
You must inspect all cartons and products within 14 days of delivery and notify us promptly of any problems.
To be eligible for a return, items must be unused, in their original condition, and in the original packaging where possible.
Proof of purchase (order number or invoice) is required for all return requests.
2. Custom & Made-to-Order Products
Most of our products are custom-made to your specifications (artwork, size, and material), so they cannot be returned or refunded simply for change of mind, ordering error, or design dissatisfaction once approved.
Custom items are only returnable if they are defective, damaged in transit, or do not match the approved proof/specifications.
3. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or different from what you approved:
Contact us within 7 days of delivery with your order number, a description of the issue, and clear photos of the product and packaging.
After reviewing your claim, we will advise whether the item will be repaired, reprinted/replaced, or refunded. In most cases, we will reproduce and resend the order at no additional cost if the issue is confirmed to be our responsibility.
In some cases, we may request the product to be returned for inspection before issuing a solution.
4. Authorization & Return Process
All returns must be pre-authorized. Returns sent without prior written authorization will not be accepted and may be returned to you at your expense.
Once your return is approved, we will provide return instructions and, where applicable, a return authorization number and shipping details.
Please do not ship anything back until you have received written confirmation and instructions from our team.
5. Time Limits
Unless otherwise stated in writing on your quote or invoice:
Requests for return, repair, replacement, or refund must generally be made within 30 days of delivery.
Requests made after this period may not be accepted, except in special circumstances at our discretion.
6. Refunds
If a refund is approved, it will be processed to the original method of payment whenever possible.
Once your return is received and inspected (if required), we will notify you of the approval or rejection of your refund and the amount to be credited.
Please allow 5–10 business days for refunds to appear on your statement after processing, depending on your bank or card provider.
7. Shipping Costs
If the return is due to our error (defect, damage, or incorrect product), we will cover reasonable return shipping costs or provide a prepaid label, depending on your location and order details.
If the return is due to customer error or change of mind (for eligible non-custom items only), you may be responsible for return shipping and any applicable restocking fees, as advised in advance.
8. Non-Returnable Items
Custom-made items that match the approved proof and specifications.
Items marked as “Final Sale” or similar at the time of purchase.
Products that are used, damaged through misuse, or not in their original condition (unless the damage occurred in transit and is reported within the specified timeframe).
9. How to Start a Return or Claim
To start a return, replacement, or issue report:
Email us at info@countermats.com with:
Order number
Contact details
Description of the issue
Clear photos of the product and packaging (and any defects or damage)
Our customer service team will review your request and respond with the next steps, typically within 1–2 business days.