Returns & Refunds
Stocked mats can come back within 30 days. Custom-cut work cannot, because it was made only for you.
Return window
Request a return within 30 days of delivery. Contact us first for a return authorization number — shipments arriving without one can be delayed or refused.
Condition
- Unused, uninstalled and free of adhesive, paint or cut marks.
- Rolled or flat as originally supplied, with any banding or packaging intact where possible.
- Photographs may be requested before authorization.
Not returnable
- Custom-cut, die-cut, water-jet or made-to-drawing mats.
- Logo and inlaid-color mats produced from your artwork.
- Material cut to a length you specified.
- Items that have been installed, adhered or used.
Restocking and freight
Authorized returns of stocked goods may carry a restocking fee of up to 15% to cover inspection and re-packing. Return freight is the customer's responsibility unless the item was shipped in error or arrived defective, in which case we pay it and arrange collection.
Refunds
Once the return is received and inspected, refunds are issued to the original payment method, typically within 5 to 10 business days. Purchase-order accounts are credited against the invoice. Original outbound freight is refunded only when the return results from our error.
Defective or incorrect goods
If a mat arrives with a manufacturing defect or does not match the specification you ordered, tell us within 5 business days of delivery and we will replace it, re-make it, or refund it — your choice.
Start a return
Email info@nexoriumlabs.sbs or call +1 425 954 7853 with your order reference, the SKU and a short description of the issue.