Complaints and returns

Complaints

If you have received a product that you did not order or that is damaged/ has a manufacturing defect you have the right to make a complaint. If you confirm that the goods are damaged, you have the right to receive a refund of the price of the goods plus the cost of delivery, or to request an exchange for a new/correct product. To make a complaint and replace the damaged goods or receive a refund, please contact us at contact@playmats.eu in the message stating:

  • order number and date, and the name(s) of the products ordered

  • a description of the complaint, that is, all relevant information, what is wrong with the order/product. Photos showing the defect will also be helpful.

  • information whether, if the complaint is accepted, you want to receive a refund of the cost of the order or exchange the product for a new one.

You can also download, fill out and send us the form available above. Our advisor will contact you and provide you with details on the status of the complaint, collecting the damaged product from you and shipping the correct one. 

Technical aspects of mats not subject to complaint:

  1. The dimensions of mats, especially rubber ones, may differ slightly from those given on the website/in the order. Most of the materials from which we make our products are very sensitive to heat. Because they are manufactured and cut at high temperatures, this may cause a difference in the dimensions of the final product of +/- 5 mm.
  2. The dimensions of the rubber mat may change slightly over time. If the mat is stored in a very warm or very cold environment, its dimensions may also change slightly over time. This is a natural feature of rubber and does not affect the quality or functionality of the product.
  3. The color of the final product may differ from the one you see on the screen. Remember that phone and computer screens display images in the RGB model and how they reproduce colors may depend on many factors such as brightness, matrix type or even individual user settings. Most of our devices print in the CMYK color model according to the specified file parameters and calibration performed by us. Therefore, although we make every effort to ensure that the product you receive looks as close as possible to the one on the screen, we cannot guarantee this.
  4. Anti-slip mats may crease. When stored for a long time in a folded cube (for example during shipping), fabric mats may develop creases that will not straighten out when the mat is unfolded. In such a situation, it may be necessary to iron the mat before first use and later, after each longer storage.
  5. Latex and dry-erase mats cannot be folded. These two types of mats can only be carried and stored in a roll - any attempt to fold them will result in permanent damage to the mat, which will not be subject to complaint.

Return

In accordance with DIRECTIVE 2011/83/EU OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL of 25 October 2011 on consumer rights and Article 27 of the Law of May 30, 2014 on Consumer Rights, in the case of goods purchased remotely, you also have the right to withdraw from the contract of purchase of goods within 14 days of receipt. To withdraw from the purchase contract and receive a refund fill out the form found above and send it to contact@playmats.eu, you will receive a return message from us regarding the details of receiving the product from you and confirmation of the refund.