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.

Return

Download the return form

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.