Your Satisfaction is Our Priority
At First Mats, we are committed to ensuring you are completely satisfied with your purchase. We understand that sometimes items may need to be returned or replaced, and our policy outlined below aims to assist with this process.
|Orders under £45 + VAT||£4.50 + VAT|
|Orders over £45 + VAT (mainland UK only)||Free|
|Highlands & Islands (1 standard size mat)||£22.50 + VAT|
|Northern Ireland (1 standard size mat)||£25.95 + VAT|
Tracking and Issues
Not Received Your Order?
We strive to deliver within the quoted times, however, if there's a delay, we're here to help. For updates:
Received Damaged or Faulty Products?
We’re here to rectify any issues with your order. If there’s a fault or if you're unhappy with the quality, please notify us within 14 days of receipt. Contact us and we’ll guide you on the next steps, usually starting with providing photographic proof of the issue. We are happy to offer a refund or replacement once the issue is verified.
Want to Return Your Order?
If you've changed your mind, returning your order is usually possible. However, some items are non-returnable due to customization, including but not limited to:
- Coir matting (all types and sizes)
- Cut or custom-sized matting and rubber sheeting
- Logo Mats, and more (refer to list above)
To initiate a return, please notify us within 14 days from receipt of your order, ensuring goods are in their original packaging and condition. Email or call us to arrange the return. Customers are responsible for return delivery costs (unless items have been reported damaged or faulty upon delivery).
Refunds, minus delivery charges, are issued once goods are received and inspected. For non-domestic customers, a 20% restocking fee will be deducted from your refund.
Need Assistance? We’re here to help!