Return & Refund Policy

At Natur Mats, we are dedicated to ensuring a seamless shopping experience for our valued customers. If you're unsatisfied with your purchase, we're here to assist. As long as you reach out to us within 30 days of receiving your item, we will process your return or exchange request. Please start by contacting us via email at care@natur.com.au

Conditions for Returns & Exchanges:

• All returned items must be in brand new condition and include the original packaging and tags.
• Ensure you complete a return form, which you can obtain by getting in touch with our customer service team.
• Returns should be initiated within fourteen (14) days from the date of delivery.
• Items that have been used, altered, washed, or damaged will not be eligible for return or exchange.

Non-returnable Items:

The following items are non-returnable:

• Personalised or customised mats.
• Items marked as final sale.
• Gift cards and vouchers.

General Return Process:

1. Contact our customer service team to begin the return process and receive a return form.
2. Fill out the return form and include it in your return package.
3. Securely pack the item, along with any accessories, tags, and original packaging.
4. Use a trackable shipping method to send the item back to us.

Return Shipping Costs:

Customers are responsible for all shipping charges related to returns or exchanges, unless the item received was damaged or defective.

Refunds:

Once we receive and inspect your return, we will send you an email notification about the status of your refund request.

If your return is approved, a refund will be processed to your original payment method within fourteen (14) business days. Please note that the time for the refund to reflect in your account may vary based on your bank or credit card company.

Order Cancellations:

We are unable to cancel orders once they have been shipped. If you wish to cancel an order that has already been shipped, please initiate a return once you receive the item.

Product Damage:

If you receive a damaged or defective Natur Mat, kindly reach out to our customer service team within forty-eight (48) hours of delivery to begin a return or exchange process. We will provide a return label and instructions for the return.