Returns
Two products, two positions.
Most of what this site sells is cut to a measurement you supply, and that is a different thing from an item taken off a shelf. Both positions are stated here rather than averaged into one paragraph that would be wrong for half the orders.
A length cut to your measurement is made to your specification. Goods made to a customer's specification are outside the ordinary 14 day right to cancel, because they cannot be put back on the shelf and sold to somebody else.
That is why the length, the width and the price are shown together before anything is confirmed, and why the order confirmation repeats them. Check the measurement.
If we cut it wrong, that is our problem and not yours. See below.
An uncut full roll is a standard item. If you are buying as a consumer rather than for a business, you have 14 days from delivery to tell us you want to cancel, and 14 days from telling us to send it back.
It has to come back unused and in a condition we can sell it in. A roll that has been unrolled and walked on is not.
A roll is heavy, between 26 and 90 kg depending on the width, so talk to us before you arrange carriage rather than after.
Detail
If it arrives wrong
Nothing above affects your position if the matting arrives faulty, damaged or not as described.
If we cut it to the wrong length, cut it outside the 1 cm tolerance, or send the wrong surface or width, we replace it or refund it. That is a mistake on our side and you should not be out of pocket for it.
Tell us promptly, with the order reference and a photograph where one helps.
Buying as a business
Most orders on this site are placed by a business. The right to cancel described above is a consumer right and does not apply to a business purchase, though our position on a faulty or wrongly cut order is the same either way.
How to start one
Email or call with the order reference. We will tell you whether to send it back, and where. Do not arrange a courier for a full roll before speaking to us, because it will cost you more than it needs to.