At mymats.store, we want you to be completely satisfied with your purchase. If you’re unhappy with your mat, we’ve made our refund process straightforward and hassle-free.

Please read our refund policy below to understand how it works.

1. Refund Eligibility

• You are eligible for a refund if the product is returned within 10 days of receiving your order.
• The item must be in unused, resellable condition and should include all original packaging, tags, and accessories (if applicable).
• Customized items (such as personalized doormats) are not eligible for a refund unless they are damaged or defective upon arrival.

2. How to Request a Refund

If you would like to request a refund, please follow these simple steps:

1. Contact us via email at support@mymats.store or use our Return Request Form on the website.
2. Provide your order number, the item(s) you wish to return, and the reason for your return.
3. If the return is approved, we will send you a return label and further instructions for sending the product back.

3. Return Shipping Costs

• Free returns for customers within Germany. We will cover the return shipping cost.

4. Refund Processing

• Once your return is received and inspected, we will process your refund. The refund will be issued to the original payment method.
• Refunds typically take 5-7 business days to process after the returned item has been received.
• Please note that depending on your bank or payment provider, it may take additional time for the funds to reflect in your account.

5. Damaged or Defective Items

If your mat arrives damaged or defective, please contact us immediately at support@mymats.store with your order number and photos of the damaged product.

We will offer a replacement or full refund for any defective or damaged items, and we will cover the return shipping costs.

6. Non-Refundable Items

The following items are non-refundable:

• Customized or personalized mats (unless damaged or defective).
• Mats that have been used or damaged beyond normal wear and tear.

7. Exchanges

If you would like to exchange your mat for a different size, color, or model, please contact us. We will be happy to assist with your exchange request.