Return form
Download and complete the form, then email it to contact@playmats.eu and include a printed copy inside your return parcel.
Complete the return form
Download the return form below and fill in your order and return details. The form is optional - you can also write an email clearly stating that you wish to withdraw from your purchase.
Email us your request
Send your completed form or withdrawal statement to contact@playmats.eu within 14 days of receiving your order. Include your order number and identify the items you wish to return.
Prepare your parcel
Pack the items securely and include the completed return form inside the parcel. If you emailed the form, please also enclose a printed copy. Latex and dry-erase mats must be rolled, never folded.
Send the items back
Send the items back within 14 days of notifying us of your withdrawal, unless we arrange collection. You cover the direct return shipping cost for a change-of-mind return. Keep your proof of postage.
Receive your refund
We issue refunds within 14 days of receiving your withdrawal notice. We may withhold payment until we receive the items or proof of return, whichever comes first. We use your original payment method unless you agree otherwise.
Complete the return form
Download the return form below and fill in your order and return details. The form is optional - you can also write an email clearly stating that you wish to withdraw from your purchase.
Email us your request
Send your completed form or withdrawal statement to contact@playmats.eu within 14 days of receiving your order. Include your order number and identify the items you wish to return.
Prepare your parcel
Pack the items securely and include the completed return form inside the parcel. If you emailed the form, please also enclose a printed copy. Latex and dry-erase mats must be rolled, never folded.
Send the items back
Send the items back within 14 days of notifying us of your withdrawal, unless we arrange collection. You cover the direct return shipping cost for a change-of-mind return. Keep your proof of postage.
Receive your refund
We issue refunds within 14 days of receiving your withdrawal notice. We may withhold payment until we receive the items or proof of return, whichever comes first. We use your original payment method unless you agree otherwise.
Something wrong with your order?
If you received an item you did not order, a damaged product or a product with a manufacturing defect, you can make a complaint. Follow the steps below to help us understand the issue and arrange the next steps.
Describe the issue
Explain what is wrong with the product or order and include all relevant details. Photos showing the damage, defect or incorrect item are helpful and can be attached to your email.
Prepare your details
Include your order number, order date and the names of the products concerned. You can download and complete our complaint form below, or provide the information directly in your email.
Send your complaint
Email your complaint, completed form if used, and any supporting photos to contact@playmats.eu. Tell us whether you would prefer a replacement with a new or correct product, or a refund if your complaint is accepted.
Arrange the resolution
Our advisor will respond within 14 days and explain the next steps. If the product needs to be returned, pack it securely and include the completed complaint form inside the parcel. We’ll confirm the arrangements for collection, replacement or a refund of the product price and applicable delivery costs.
Describe the issue
Explain what is wrong with the product or order and include all relevant details. Photos showing the damage, defect or incorrect item are helpful and can be attached to your email.
Prepare your details
Include your order number, order date and the names of the products concerned. You can download and complete our complaint form below, or provide the information directly in your email.
Send your complaint
Email your complaint, completed form if used, and any supporting photos to contact@playmats.eu. Tell us whether you would prefer a replacement with a new or correct product, or a refund if your complaint is accepted.
Arrange the resolution
Our advisor will respond within 14 days and explain the next steps. If the product needs to be returned, pack it securely and include the completed complaint form inside the parcel. We’ll confirm the arrangements for collection, replacement or a refund of the product price and applicable delivery costs.
Complaint form
You can use our complaint form to organise your order details and describe the issue. Send the completed form and any helpful photos to contact@playmats.eu.
We cover the necessary transport costs for consumer complaints. This procedure does not limit your statutory rights.
Returns FAQs
Can I return a playmat I bought on playmats.eu?
Yes. If you buy as a consumer, you can withdraw from the purchase within 14 days of receiving your order, without giving any reason. This right comes from EU Directive 2011/83/EU on consumer rights, so it applies whether you play Warhammer in Lyon or Catan in Kraków.
How do I start a return?
No. Within the 14-day withdrawal period you can return a mat simply because the size, design or colours are not what you expected for your table. You do not need to explain or justify the decision.
How long do I have to send the mat back?
How long do I have to send the mat back?
How long do I have to send the mat back?
When you return a mat under the 14-day withdrawal right, you cover only the direct cost of sending it back to us. When you file a complaint about a damaged, defective or wrong product, we cover the shipping both ways.
When will I get my money back?
We refund all payments, including the original delivery cost, no later than 14 days after receiving your withdrawal statement. We may hold the refund until the mat arrives back with us or you send proof that it has been posted, whichever happens first. If you chose a delivery option more expensive than our cheapest standard shipping, we refund the cost of the standard option only.
How will the refund be paid?
The refund goes back through the same payment method you used for the order, unless you agree to a different method. A different refund method never costs you anything extra.
Can I return a mat after unrolling it and trying it on my table?
Yes, you can unroll the mat and check it the way you would in a shop. If the mat shows wear beyond that, for example after full games or stains from drinks and paint, you are responsible for the loss in value and the refund may be reduced accordingly.
Can I return a custom playmat with my own design?
No. A custom mat is printed to your specification, so the 14-day withdrawal right does not apply to it. If a custom mat arrives damaged or with a manufacturing defect, you can still file a complaint and get a replacement or a refund.
Can I cancel my order before it arrives?
Yes. You can withdraw from the order at any point until you receive the goods by sending us a statement, for example the form available on this page. This option works alongside the 14-day withdrawal right and does not shorten it.
What should I do if my mat arrives damaged or I got the wrong one?
File a complaint. You can choose either a refund of the product price plus delivery or an exchange for a new or correct mat. Email contact@playmats.eu with:
- Order details: order number, order date and the names of the products.
- What went wrong: a short description of the defect, damage or mix-up, ideally with photos.
- Your preferred solution: a refund or a replacement mat.
You can also download, fill in and send the complaint form from this page. Our advisor then contacts you about the status of the complaint, the pickup of the damaged mat and the shipping of the correct one.
What should I do if the parcel looks damaged on delivery?
Check the parcel when the courier hands it over. If the box is crushed, torn or wet, ask the courier to write a damage report on the spot. The report makes the complaint faster to process.
How long does it take to process a complaint?
We respond to every complaint within 14 days of receiving it. In practice, clear photos and the order number in the first message help us close the case sooner.
My rubber mat is a few millimetres off the listed size. Is that a defect?
No. Rubber mats are cut at high temperatures, so the final size can differ by up to +/- 5 mm from the size on the website. Rubber can also shift slightly over time when stored somewhere very warm or very cold. This is a natural property of the material and does not affect how the mat plays, so it is not covered by complaints.
The colours look different from the photos. Can I file a complaint?
A slight colour difference is not a defect. Screens show images in RGB and every phone or monitor renders colour a little differently, while our printers work in CMYK with our own calibration. We match the print to the design as closely as possible, but we cannot guarantee it looks identical to your screen.
Can I fold a dry-erase mat for storage?
No. Dry-erase mats must be stored and carried rolled up. Folding causes permanent damage, which is not covered by a complaint, so keep the mat rolled between sessions.
What if we cannot agree on a complaint?
We always aim to settle things directly with you first. If that fails, consumers in the EU can use the European Commission's Online Dispute Resolution (ODR) platform, a consumer ombudsman or a consumer arbitration court. The sales contract is governed by Polish law.
Our store
Email: contact@playmats.eu
Phone: +48 536 222 733
Customer service hours: Monday–Friday, 8:00–16:00 CET
Company: Netfire Group sp. z o.o.
Address: Kościuszki 27C, 85-079 Bydgoszcz, Poland
Tax ID: 9532688786
