Refund policy

Terms and Conditions for Returns and Exchanges

1. Right of Withdrawal

In accordance with current regulations in the European Union, the consumer has the right to withdraw from the purchase contract within 14 calendar days without the need for justification. This period begins from the receipt of the product. However, to exercise this right, the product must be in perfect condition, unused, and in its original packaging.

1. Exclusions to the Right of Withdrawal

The right of withdrawal excludes:

• Personalized products or those made to the customer's specifications.

• Products that are not suitable for return due to hygiene reasons if they have been unsealed after delivery (e.g., yoga mats and towels if they have been opened).

• Products that deteriorate or expire quickly.

1. Return Process

To initiate a return process, the customer must contact our customer service within 14 days of receiving the order. After receiving the request, we will send a return form that must be completed and sent along with the product. The direct costs of the return, including shipping costs, will be borne by the customer.

The product must be sent in its original packaging, without signs of use, and accompanied by the original invoice. We reserve the right to reject the return if the product shows damage or signs of use that prevent its resale as new.

1. Refunds

Once the returned product has been received and its condition verified, we will proceed with the refund of the corresponding amount. Refunds will be made using the same payment method used in the initial transaction unless otherwise expressly agreed. Original shipping costs will not be refunded.

The package is your responsibility until it reaches our customer service office, so retain proof of receipt. It is your responsibility to ensure the goods are insured for the full value during their journey back to us. We cannot accept liability for lost or damaged goods.

We kindly invite you for your consideration of environmental sustainability when making purchases online. House of Mats is concerned, particularly, with the additional carbon footprint of sending packages back and forth. We seek to have the most efficient service possible to prevent unnecessary wastage of resources. It's very important to us that we manage returns efficiently, which is why we'd always prefer to discuss the matter with you first.

1. Exchanges

Product exchanges will only be accepted for manufacturing defects. No product exchanges will be accepted for personal preferences, such as color, size, or model changes. The customer must notify any defect within 48 hours of receiving the product, providing photographic evidence of the defect. In case of exchange due to defect, shipping costs will be borne by the customer.

1. Damaged or Defective Products

If a product arrives damaged or defective, you must notify our customer service within 48 hours of receiving the order. In this case, the shipping costs for the return and replacement will be covered by us, provided that the product has not been used and is returned in its original packaging.

1. Specific Conditions

To be eligible for a return or exchange, the product must meet all of the following conditions:

• Must not have been used.

• Must retain its original packaging, including labels and accessories.

• Must not show signs of wear, damage, or alterations.

• Must be accompanied by the original invoice or receipt.

1. Liability Limitations

We are not responsible for products that are damaged or lost during the return process. We recommend using a shipping service with tracking and purchasing shipping insurance. The transportation responsibility lies with the customer until the product reaches our facilities.

1. Contact

For any questions or inquiries related to the returns and exchanges process, please contact our customer service at info@houseofmats.com or by phone at +34653521192.

10. International Shipping

Upon arrival at the destination country, international orders may be subject to duties and taxes charged by the Customs department. The recipient is responsible for any additional charges for Customs clearance.

House of Mats will not provide accurate information regarding fees or timelines for the release of goods.