Returns & Exchanges Policy

Returns

The most important thing to V-MAT is that you are satisfied with your purchase. As such, we offer a satisfaction guarantee. If you are not completely satisfied with any of our products, you are entitled to receive a full refund, minus a processing fee, as described below:

  • Items under 5’ in width are subject to a $10 processing fee per item.
  • Items of 5’ or over in width are subject to a $25 processing fee per item.

To make this process easy, we have developed a system using prepaid return shipping labels for U.S. delivery addresses in the continental 48 states (addresses in Alaska, Hawaii or Canada do not qualify for a pre-paid return shipping labels). If you are returning an item from outside of the continental 48 states, please send us an email notification as soon as practicable with your order confirmation number. You will be provided with the return shipping address and be required to arrange for and pay for any associated shipping costs. If you do not send us the tracking information and the item is lost by the carrier - you will not be eligible to receive the refund.

 

To initiate a return, simply click here and complete the form. Once we receive notice that you would like to exchange or return your item, we will email you a pre-paid return label, typically within 48 hours. Sometimes, emails end up in the SPAM folder of your email client. If you haven’t received our email with a pre-paid return label within 48 hours of your request, make sure to check your SPAM folder to make sure it didn’t end up there by mistake.

We would appreciate it if you would return the item as soon as possible, but under no circumstances can we accept any returns after 30 days have passed since you received the item.

To be eligible for a refund, returned items must be shipped back in the original packaging or similar packaging that will prevent damage while in transport.

When we receive your returned item, we will examine it carefully to make sure that it is unused and in new condition. All returned items that we deem, in our sole discretion, to not be re-sellable will not be refunded in any way. As soon as reasonably possible, we will notify you via email as to the status of your return. If we accept the return as unused and new, we will refund your purchase price minus $10/$25 processing fee per item. A credit will automatically be applied to your original method of payment, typically within 5-7 days.

If you return an item to us, the transaction will be concluded. If you attempt to return a used item or a product that we cannot resell, we will not return the product to you and no refund will be issued.

Exchanges

We also offer an easy exchange option for U.S. delivery addresses in the continental 48 states (addresses in Alaska, Hawaii or Canada do not qualify for free shipping or returns) within 30 days of delivery. It’s a hassle-free process that allows you to exchange an item for a different style, model, color, or size.

To be eligible for an exchange, returned items must be shipped back in the original packaging or similar packaging that will prevent damage while in transport.

To initiate an exchange, simply click here and complete the form. Once we receive notice that you would like to exchange or return your item, we will email you a pre-paid return label, typically within 48 hours. Sometimes, emails end up in the SPAM folder of your email client. If you haven’t received our email with a pre-paid return label within 48 hours after you request it, make sure to check your SPAM folder to make sure it didn’t end up there by mistake.

We would appreciate it if you would return the item as soon as possible, but under no circumstances can we accept any returns shipped back to us after 30 days have passed since you received the item.

Once we receive your returned item and confirm that it is in new and unused condition, you will have a credit on our website for a new purchase. All returned items that we deem, in our sole discretion, to not be re-sellable as new will not be refunded or exchanged in any way. If the new exchanged item is same price as what already paid, we will send you the new item at no additional cost. If the new exchanged item is cheaper than what you already paid, we will refund the difference.  If the new exchanged item is more expensive than what you already paid, you will need to pay the price difference.

The new item will be sent to production within 3-5 business days from the moment the item has arrived at our office. Once ready for shipping, it will be shipped to you at no additional cost.

You may only exchange an order once.

Exclusions apply for returns or exchanges:

  • Any shipping and duty charges, if applicable, will not be part of any amount refunded.
  • Custom orders are final sales and not refundable or exchangeable under any circumstances. They are excluded from this return policy.
  • Clearance items are final sales and not refundable or exchangeable under any circumstances. They are excluded from this return policy.
  • Sample items are final sales and not refundable or exchangeable under any circumstances. They are excluded from this return policy.

In addition, V-MAT reserves the right to deny the exchange of any product for good cause. If you have any questions about or refund or exchange policy, please contact us at info@vmathome.com.

Damaged Goods/Wrong item

We have high standards of quality control, but in an unlikely case of receiving a defective, damaged, or incorrect item, we’ll exchange it free of charge. Minor color variations do not make a product defective or incorrect. To facilitate this process, please send us photos that clearly indicate the flaw or the defective area to info@vmathome.com. If the item or items in your order are damaged in transit or do not match the items you ordered, you may return the item(s) to us within 30 days after delivery and we will either issue a refund or replace the item(s) subject to the terms and conditions below:

You must send photos and descriptive text of the damage. You must inform us of any issue with the order within 48 hours of receipt. All packaging must be intact for you to make a claim. To expedite the reporting process, you should take a picture of the issue or damage and send it via email.

You will retain the option of a replacement or a refund, pending acceptance by us of the damaged condition the product arrived in. 

Cancellation

Sometimes, things happen that will require a customer to cancel an order.  Even though we do everything we can to make a customer happy, if you need to cancel for any reason, you have 48 hours from your initial order to notify us of your cancellation. All mats are made to order and are transferred to production shortly after the order has been placed. Samples and clearance items are ’as is’ sales and may not be cancelled at any time.

After 48 hours have passed from your order, each cancellation is subject to a fee.

  • A standard order is subject to a $10 cancelation fee (after 48 hours).
  • A custom order is subject to a $50 cancelation fee (after 48 hours).

We have worked very hard to establish a reliable logistics system for the production and delivery of our products. Sometimes, however, we experience delays that cannot be avoided. If we experience production and/or delivery delays of more than 15 business days, you may request to cancel your order at no cost. Other delivery related cancellations will be considered on a case-by-case basis.