Refunds & returns
Why custom mats can’t be returned for change of mind
Every mat is printed individually based on the design and size you chose. There’s no resale market for “the second-hand cat mat with someone’s name on it,” so unlike a stock item, change-of-mind returns aren’t possible.
When you are entitled to a remedy
Australian Consumer Law gives you guarantees on every purchase. We honour them. You can ask for repair, replacement or refund if:
- The mat arrives damaged in transit.
- The print is defective (smudged, faded, peeling, wrong colours through our error).
- We sent the wrong size or the wrong design.
- The mat doesn’t match the design you ordered or the description on the site.
- It fails to do what a mat reasonably should — e.g. it falls apart with normal use.
What we don’t cover
- Change of mind — you don’t like the design after seeing it in person.
- Mistakes in your own design — typos, wrong layout, low-resolution upload, design choices you regret. The designer preview before checkout is your chance to spot these.
- Wear and tear, misuse, or damage from improper cleaning.
- Mats more than 90 days old, unless the issue is a structural defect.
How to claim
- Email martin@matsrus.com.au within 14 days of receiving your mat.
- Include your order number, the issue, and photos showing the problem.
- We’ll respond within 5 business days with the next step (replacement, refund, or repair).
Shipping costs on returns
If the issue is our fault (wrong size, defect, damaged in transit), we cover return shipping and resend at no charge. If you’re claiming under a non-defect reason and we agree to make an exception, you cover return shipping.
Mats R Us Group operates Mad Mats. This policy is a plain-English summary — nothing here removes or reduces your statutory rights under Australian Consumer Law. Last updated 22 June 2026.