Refund policy

Last updated: 9 September 2026

At CustomLogoMats, every mat is made specifically for the Customer. This means different return and cancellation rules apply compared with standard, non-custom products.

This policy explains when an order can be cancelled, when a product can be returned, and what happens if there is a manufacturing defect.

This policy should be read together with our Terms & Conditions.

1. Custom-Made Products

All CustomLogoMats products are made specifically for each order.

The mat is produced using the size, design, logo, colours and other details provided or approved by the Customer.

Because these products are custom-made, they cannot normally be resold to another Customer.

For this reason, custom-made products cannot be returned or exchanged simply because:

  • you changed your mind;
  • you no longer need the mat;
  • you ordered the wrong size;
  • you provided incorrect information;
  • you approved the wrong design;
  • you do not like a design detail that was visible in the approved proof; or
  • the product does not fit because incorrect measurements were provided or approved.

2. Cancelling an Order Before Production

If you want to cancel your order, please contact us as soon as possible at:

contact@customlogomats.eu

If production has not yet started, we will check whether cancellation is still possible.

If we have already made costs for your order, such as design, administration or other order-related costs, these costs may be deducted from any refund.

Cancellation before production is therefore not automatically guaranteed.

3. Cancelling After Production Has Started

Once production has started, the order is final.

An order cannot be cancelled once it has been released or sent for manufacturing.

After production starts:

  • cancellation is no longer possible;
  • changes to the design are normally no longer possible;
  • changes to the size or specifications are normally no longer possible; and
  • no refund will be given because you changed your mind or no longer need the product.

For the meaning of Start of Production, please see our Terms & Conditions.

4. Returns

Because our products are custom-made, we do not accept standard returns or exchanges.

A return may only be accepted when we specifically ask the Customer to return a product as part of an accepted defect or warranty claim.

Please do not send a mat back to us without contacting us first.

Products returned without our approval may not be accepted.

5. Two-Month Manufacturing Warranty

CustomLogoMats provides a 2-month warranty from the date of delivery for genuine manufacturing defects.

This warranty applies when the product has been used correctly, handled with reasonable care and used for its intended purpose.

The warranty only covers problems caused by the manufacturing of the product.

It does not cover damage or problems caused by the Customer, normal use, transport, cleaning, maintenance or other external causes.

6. What Is a Manufacturing Defect?

A manufacturing defect is a problem caused during the production of the mat.

Examples may include:

  • an important part of the approved design being produced incorrectly;
  • a clear production error in the logo or print that was not shown in the approved proof;
  • a material or finishing defect caused during manufacturing; or
  • another clear production problem that makes the product different from the approved order.

Small differences that are normal in custom manufacturing are not automatically manufacturing defects.

This includes reasonable differences in:

  • colour or shade;
  • dimensions;
  • texture;
  • material appearance;
  • print sharpness;
  • logo position;
  • alignment; or
  • finishing.

Digital colours can also look different from the finished physical product because of screen settings, lighting, materials and the production process.

7. What Is Not Covered by the Warranty?

The warranty does not cover problems caused by:

  • normal wear and tear;
  • normal signs of use;
  • dirt, moisture or staining caused during use;
  • incorrect use;
  • excessive or unsuitable use;
  • using the mat for a purpose it was not designed for;
  • incorrect placement or installation;
  • incorrect cleaning;
  • incorrect washing;
  • unsuitable cleaning products or chemicals;
  • cutting, modifying or changing the mat;
  • damage caused after delivery;
  • incorrect storage;
  • failure to follow care or maintenance instructions;
  • incorrect measurements supplied or approved by the Customer;
  • incorrect artwork, text or specifications supplied by the Customer;
  • design details that were visible in the approved digital proof; or
  • normal manufacturing variations.

Damage caused during transport is not considered a manufacturing defect and is not covered by this manufacturing warranty.

Transport-related issues are handled separately under our Shipping & Delivery Policy.

8. Reporting a Manufacturing Defect

If you believe your mat has a manufacturing defect, please contact us as soon as possible after discovering the problem.

Email:

contact@customlogomats.eu

Please include:

  • your order number or company/order information;
  • a clear explanation of the problem;
  • clear photographs showing the full mat; and
  • close-up photographs clearly showing the suspected defect.

We may ask for additional photos, videos or information if needed to properly review the claim.

Please do not dispose of, alter, cut, repair or return the mat while the claim is being reviewed unless we ask you to do so.

9. How We Review Warranty Claims

Every claim is reviewed by us internally.

Where needed, we may also review the claim with our production partner.

We will compare the delivered product with:

  • the approved design;
  • the ordered specifications;
  • the photos and information provided;
  • the expected manufacturing characteristics of the product; and
  • the way the product has been used or maintained.

Submitting a claim does not automatically mean that the claim is accepted.

We will first determine whether the problem is a genuine manufacturing defect covered by this policy.

10. Accepted Manufacturing Defects

If we accept that the product has a genuine manufacturing defect covered by our warranty, we will arrange a replacement mat.

The Customer will not be charged for the replacement mat.

CustomLogoMats will also cover reasonable shipping costs directly connected with sending the approved replacement.

If we need the defective mat to be returned, we will provide instructions before it is sent back.

A refund is not the standard solution for an accepted manufacturing defect.

Our normal solution is to replace the defective product.

If replacement is not reasonably possible, we may agree on another suitable solution with the Customer.

11. Rejected Warranty Claims

A warranty claim may be rejected if our review shows that:

  • there is no manufacturing defect;
  • the issue is normal wear or a normal production variation;
  • the problem was caused by incorrect use or maintenance;
  • the product was washed or cleaned incorrectly;
  • the product was modified or damaged after delivery;
  • the issue resulted from information provided or approved by the Customer;
  • the issue was already visible in the approved design;
  • the damage occurred during transport; or
  • the claim falls outside the 2-month warranty period.

If a claim is rejected, we will not be required under this warranty to provide a free replacement or refund.

12. Approved Designs and Customer Errors

The Customer is responsible for checking the digital proof carefully before approval.

Once a proof is approved, any visible design details shown in that proof are considered accepted by the Customer.

This includes:

  • spelling;
  • logo choice;
  • layout;
  • position;
  • orientation;
  • dimensions;
  • proportions;
  • colours; and
  • other visible design details.

An error that was already visible in the approved proof is not considered a manufacturing defect.

The same applies when the finished mat correctly follows incorrect information or measurements supplied or approved by the Customer.

13. Refunds

Because our products are custom-made, refunds are not normally offered after production has started.

For an accepted manufacturing defect, our normal solution is a free replacement mat rather than a refund.

Any refund that we agree to outside these rules is offered at our discretion and does not create a right to refunds for other orders.

This does not affect any rights that cannot legally be excluded.

14. Contact

For cancellations, returns or warranty claims, please contact:

CustomLogoMats / Othmann Azoum Nexus
Email: contact@customlogomats.eu
Website: customlogomats.eu

Chamber of Commerce (KvK): 95569634