Refund policy

We want every order to arrive correctly and in good condition. The procedure below explains how to request a return, report an incorrect product or submit a complaint concerning damage or a manufacturing defect.

Contact us before returning a product

Before sending anything back, email contact@playmats.eu. Include the order number, the product name and the reason for the return or complaint. We will confirm the next steps and the correct return address.

Do not send a parcel cash on delivery. Unauthorised or unidentified parcels can take longer to process.

Returns of standard products

Consumers may have a statutory right to withdraw from an online purchase within the period required by applicable law. The product should be returned complete and, where reasonably possible, in a condition that allows it to be inspected and resold.

The customer is responsible for handling the product only to the extent necessary to establish its nature, characteristics and functioning. A reduction in value may be applied when the product has been used or damaged beyond what is necessary for inspection, where permitted by law.

Products made to the customer’s specification

Products manufactured according to an individual specification may be excluded from the standard right of withdrawal where applicable law permits. This can include products made with customer-provided artwork, non-standard dimensions, unusual shapes, individual inscriptions or other personalised specifications.

This exclusion does not remove the customer’s right to submit a complaint if a personalised product is defective, damaged in transit, produced incorrectly or does not match the confirmed order.

Products that cannot be returned for hygiene, safety or condition reasons

A return may be refused or reduced where a product has been permanently altered, intentionally damaged, contaminated, incompletely returned or used in a way that prevents resale, subject to applicable law.

How to request a return

1. Email contact@playmats.eu and provide your order number.

2. State which product you want to return and the reason.

3. Wait for confirmation of the return instructions and address.

4. Pack the product securely so that it cannot be folded, crushed, wet or otherwise damaged during transport.

5. Use a trackable delivery method and keep the dispatch receipt.

6. Place the order number or return information inside the parcel.

Return packaging

Rubber, latex and dry-erase mats must be transported according to the product’s storage requirements. Latex and dry-erase mats must not be folded and should be returned rolled. Damage caused by incorrect return packaging may affect the return or complaint.

Return shipping costs

Unless the return concerns an incorrect, defective or transport-damaged product, the customer normally pays the direct cost of returning the goods, subject to applicable consumer law.

If we confirm that the product was supplied incorrectly or has a covered defect, we will provide appropriate instructions concerning return transport or reimbursement of reasonable return costs.

Refunds

After the returned product has been received and inspected, we will confirm whether the return has been accepted. Approved refunds are made using the original payment method unless another method is agreed or required.

The time needed for the refund to appear depends on the payment provider and bank. Original expedited-delivery surcharges and additional services may not be refundable where permitted by law.

Complaints: damaged, defective or incorrect products

Submit a complaint when you receive a product that you did not order, a product damaged in transport, or a product with a manufacturing defect.

Email contact@playmats.eu and include:

• the order number;

• the product name;

• a clear description of the issue;

• photographs showing the complete product and the defect;

• photographs of the parcel and shipping label when transport damage is involved;

• your preferred solution, such as replacement, repair where appropriate or refund.

Transport damage

Keep the outer packaging, internal protective materials and shipping label until the case has been resolved. Prompt photographs and reporting allow us to investigate the shipment with the carrier more efficiently.

Assessment and resolution

We may ask for additional photographs, measurements or return of the product so that the issue can be assessed. After reviewing the complaint, we will propose a solution consistent with the order and applicable law.

Colour and size tolerances

Colours displayed on a monitor can differ from the printed product because screens, colour profiles, materials and lighting vary. Production tolerances that are normal for the selected material or cutting process are not automatically manufacturing defects. Materially incorrect dimensions, printing or finishing should be reported with clear photographs and measurements.

Contact details

Email: contact@playmats.eu
Phone: +48 536 222 733
Customer service hours: Monday–Friday, 8:00-16:00 CET