Refund policy

Changed your mind about a purchase? No problem! Just adhere to our simple return steps within 5 days of receiving your order. If you encounter any defects with your product, please refer to Step 4 in this policy.

You can access a printable version of this policy.

Before initiating a return, please ensure:

  • A valid proof of purchase is presented.
  • The product is in its unaltered state and the original packaging is intact.
  • All additional items that came with the product are returned.

Business Customers: For our B2B returns guidelines, please request them from sales@mats4africa.com.

Note to Distributors: A handling charge of 15% of the total order value will apply.

Shipping for Returns: Should the return be due to our error, we'll cover the shipping costs. Please note, we're not responsible for items lost or damaged during transit.

Custom-Made Products: Returns or exchanges for custom-made items are not accepted.

Security Caution: To protect your security, avoid sending banking details via post.

Your order is considered accepted and our contract fulfilled once the order is dispatched, unless otherwise communicated.

Return Instructions:

STEP 1: Obtain a Returns Number Email sales@mats4africa.com to request a Returns Number. This number should be visibly marked on your return package.

STEP 2: Sending Back the Items Use a trackable shipping service for safety and to ensure receipt. Ensure the items are well-packed for shipping.

Return Address: [Insert your business addresses]

STEP 3: Providing Details Indicate the product you wish to exchange and any price differences. For security, don't post your banking details. If you prefer a refund, it will be processed once we verify the returned goods' condition.

4. Faulty Goods Returns If your product is faulty, return it within 28 days.

If reported within 5 days of delivery, you may qualify for a refund or replacement. After 5 days but within 28 days, only replacements are offered. Follow Steps 1-3 and provide a written explanation for the return. All items will undergo inspection.

We'll process a refund/exchange if:

  • The product is verified as faulty.
  • It's in its original state and complete. This policy doesn't cover damage from accidents, neglect, or misuse.

Shipping costs for faulty items will be covered by us.

If no fault is found, the item will be returned to you with a 15% handling fee and shipping costs.

5. Completion of the Process Once everything is verified:

  • We'll contact you for banking details to process a refund or arrange for the exchange of products.
  • If there are any issues, please reach out to your account manager before returning the items.