Refund policy
Last Updated: 12 October 2026
At Safety Rubber Mats, customer satisfaction is important to us. We aim to provide high-quality rubber matting and flooring products while ensuring a fair, transparent and straightforward returns and refunds process.
This Returns & Refunds Policy explains your rights and responsibilities when returning products purchased from https://safetyrubbermats.co.uk/.
Our policy is designed to comply with applicable UK consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
1. Your Right to Return Products
If you purchase goods online as a consumer, you generally have the right to cancel your order within 14 days of receiving your products, without providing a reason.
This applies to most standard, non-customised products, including eligible rubber mats, rubber floor tiles, entrance mats, anti-fatigue mats and other flooring products.
For orders containing multiple items delivered separately, the cancellation period normally begins when you receive the final item.
To exercise your right to cancel, you must notify us of your decision within the applicable 14-day period.
You then have a further 14 days to return the goods.
Certain products may be excluded from the standard cancellation right, as explained in Section 5.
2. How to Request a Return
To initiate a return, please contact our customer support team.
Email: sales@safetyrubbermats.co.uk
Phone: +44 7723 809363
Please provide the following information:
- Your full name
- Order number
- Product name and quantity
- Reason for return, if applicable
- Photographs if the product is damaged, defective or incorrect
Our customer support team will review your enquiry and provide return instructions.
For statutory cancellations, you may notify us using a clear statement by email or another appropriate method. You do not need to wait for our approval before exercising your cancellation rights.
Please ensure returned products are securely packaged to minimise damage during transportation.
3. Conditions for Change-of-Mind Returns
Customers may inspect and handle products to establish their nature, characteristics and functioning, as they reasonably would in a physical shop.
For change-of-mind returns, we recommend:
- Returning the product with its original packaging where reasonably possible.
- Including any accessories or components supplied with the item.
- Protecting the product appropriately during return transportation.
- Avoiding unnecessary use, damage or modification before returning the item.
If a product has been handled beyond what is reasonably necessary for inspection, we may deduct an appropriate amount from the refund to reflect any reduction in its value, where permitted by law.
Missing or damaged original packaging does not automatically remove your statutory cancellation rights.
Products that are faulty, damaged or not as described are subject to your separate statutory consumer rights.
4. Return Shipping Costs
Change-of-Mind Returns
For eligible change-of-mind returns, customers are responsible for the direct cost of returning products where this has been clearly disclosed before purchase.
Rubber flooring, matting rolls, stable mats and industrial flooring products can be bulky or heavy and may require specialist courier services.
Where goods cannot normally be returned by post, we will provide applicable pre-contract information about return costs, including a reasonable estimate where required by law.
Faulty, Damaged or Incorrect Products
If you receive goods that are faulty, damaged, incorrect or not as described, we will provide an appropriate remedy in accordance with UK consumer law.
Where a return is necessary for a legally valid fault claim, we will cover reasonable return costs as required by law.
Please contact us before arranging an expensive courier collection so we can discuss the most appropriate return method.
5. Custom-Cut and Made-to-Order Products
Some products sold by Safety Rubber Mats may be cut to customer-specified dimensions, manufactured according to individual requirements or clearly personalised.
Products genuinely made to your specifications or clearly personalised may be exempt from the standard 14-day change-of-mind cancellation right.
Examples may include:
- Rubber matting cut to unique, customer-requested measurements.
- Bespoke flooring manufactured to individual specifications.
- Specially customised products produced according to specific customer instructions.
Selecting a standard size or variation from our website does not automatically make a product exempt from cancellation rights.
Where a statutory exemption applies, this will be explained before purchase.
Important: Customised products remain covered by your statutory rights if they are faulty, not as described or otherwise fail to meet legal requirements.
6. Damaged, Defective or Incorrect Products
We take reasonable care when preparing and dispatching orders.
However, if you receive a damaged, defective or incorrect product, please contact us as soon as reasonably possible.
Email: sales@safetyrubbermats.co.uk
Please include your order number, a description of the issue and photographs where available.
Depending on the circumstances and your statutory rights, we may provide:
- A replacement product
- A repair where appropriate
- A full or partial refund
- Another remedy required by applicable consumer legislation
Under the Consumer Rights Act 2015, consumers generally have a 30-day short-term right to reject goods that do not conform to the contract, subject to applicable exceptions.
After that period, other statutory remedies may remain available, including repair, replacement, price reduction or rejection where the legal requirements are met.
Nothing in this policy limits those rights.
7. Refund Processing
Once your return or cancellation has been assessed, we will process any refund due in accordance with applicable law.
Change-of-Mind Cancellation Refunds
For valid statutory cancellations, refunds generally include:
- The price paid for the returned products.
- The original standard delivery charge, where applicable and required by law.
If you selected a more expensive delivery method, we are not required to refund the additional cost above our least expensive standard delivery option.
Refunds will be issued using the original payment method unless expressly agreed otherwise.
Where we have not offered to collect the goods, we may withhold reimbursement until we receive the returned products or you provide evidence that they have been sent back, whichever occurs first.
We will issue the refund within 14 days of receiving the returned goods or receiving evidence that they have been sent, as applicable.
Where we have offered to collect the goods, the applicable refund deadline is generally 14 days after you inform us of your cancellation.
Refunds for Faulty Products
Refunds relating to faulty or non-conforming goods will be handled in accordance with your statutory rights and applicable legal timeframes.
Payment providers and banks may require additional time to display an issued refund in your account.
8. Exchanges
If you would like to exchange a product for another size, style or type, please contact us.
Email: sales@safetyrubbermats.co.uk
Exchanges for change-of-mind reasons are subject to product availability and our applicable return arrangements.
Where the exchange involves a price difference, we will explain any additional amount payable or refund due.
If the product is faulty or not as described, your statutory remedies will continue to apply.
9. Non-Returnable Products
Certain goods may not qualify for a change-of-mind return under applicable consumer law.
These may include:
- Products genuinely made to your individual specifications.
- Clearly personalised products.
- Other products subject to a specific statutory cancellation exemption.
An item is not automatically exempt simply because it is large, heavy, discounted or ordered online.
All applicable statutory rights for faulty or misdescribed products remain unaffected.
10. Missing Items or Incomplete Orders
If your delivery is missing an item or contains the wrong quantity, please contact us promptly.
Provide your order number and details of the missing products.
We will investigate the issue and arrange an appropriate resolution, which may include supplying the missing goods or providing a refund.
You will not be required to pay additional charges for products that we were contractually obliged to supply but failed to deliver.
11. Orders Lost in Transit
If your order has not arrived within the expected delivery period, please contact our customer support team.
We will investigate the matter with the relevant delivery provider.
For consumer purchases, we remain responsible for the goods until they come into your physical possession or that of a person you have identified, subject to applicable legal exceptions.
If goods are confirmed lost, or if delivery obligations have not been met, we will provide the remedy required by applicable law.
12. Incorrect Product Size or Selection
We encourage customers to review product dimensions, thicknesses, materials and specifications before completing their orders.
If you accidentally order the wrong size, colour or product type, please contact us to discuss your options.
Standard products may be returned under your applicable cancellation rights.
For goods genuinely made to your specifications, the statutory change-of-mind cancellation right may not apply.
If the size or specifications supplied do not match your accepted order, please contact us so we can resolve the issue under your statutory rights.
13. Product Installation and Usage
Some rubber matting products require suitable surface preparation, careful installation or specific maintenance procedures.
We recommend following the relevant product instructions and checking suitability before installation.
For change-of-mind returns, substantial use, installation, cutting or modification may result in a lawful deduction where the handling goes beyond what is necessary to inspect the product.
However, this does not remove your rights where a product is faulty, misdescribed or otherwise fails to conform to the contract.
14. Business and Trade Orders
Safety Rubber Mats may also supply products to commercial, trade and wholesale customers.
Purchases made wholly or mainly for business purposes are not generally covered by the consumer-specific 14-day cooling-off provisions.
Returns for business purchases may be governed by agreed commercial terms, quotations or supply contracts.
Business customers should contact us to discuss any return or product issue.
Nothing in this section excludes legal rights or remedies that cannot lawfully be restricted.
15. Your Statutory Consumer Rights
This policy operates alongside your legal rights under applicable UK consumer protection legislation.
Under the Consumer Rights Act 2015, goods must generally be:
- Of satisfactory quality
- Fit for their intended purpose, including any particular purpose made known to the seller where applicable
- As described
Where products fail to meet these requirements, consumers may be entitled to statutory remedies.
Nothing in this Returns & Refunds Policy excludes, restricts or overrides those rights.
For independent guidance, you can visit:
Citizens Advice: https://www.citizensadvice.org.uk/
16. Changes to This Policy
We may update this Returns & Refunds Policy to reflect changes in our business practices, product offerings or applicable legal requirements.
Any revised version will be published on this page with an updated revision date.
Changes will not retrospectively remove statutory rights or alter accepted contractual obligations where doing so would be unlawful.
17. Contact Us
For returns, refunds, exchanges, damaged products or order-related enquiries, please contact:
Safety Rubber Mats
Website: https://safetyrubbermats.co.uk/
Email: sales@safetyrubbermats.co.uk
Phone: +44 7723 809363
Address: 9 Fiveacre Close, Thornton Heath, England, CR7 6AS
Our customer support team will assist with your enquiry and provide relevant return instructions.
Safety Rubber Mats is committed to providing quality flooring and matting products alongside fair, transparent customer service and returns procedures.
