Returns Policy

 REFUNDS/ EXCHANGES

At ScatterMats Rugs & Runners, we aim to ensure you are completely satisfied with your purchase. To help you understand your rights and responsibilities, please review our updated Return, Refund and Exchange Policy below.

1. Exchanges for Online Purchases

If goods purchased via our website are unsuitable, you may request an exchange for another item of equal or greater value (any price difference is payable), or we can apply a store credit to your ScatterMats account.

To qualify for an exchange:

  • You must notify us by email immediately upon receiving your order.

  • The product must be unused and free from dust, dirt, human or animal hair.

  • Items must be returned in original packaging and undamaged, or suitably wrapped and clearly labelled.

  • If cleaning is required, a fee of up to $300 (or more if necessary) may be deducted, and the exchange may be refused.

  • No refunds are offered for any online purchases.

2. Incorrect Item Received

If you have received an incorrect product:

  • You must notify us immediately upon accepting delivery.

  • Goods must be returned in original condition and packaging.

  • ScatterMats will organise the return shipping at no cost to you.

  • The correct item will be dispatched once the incorrect product is received back, with no additional postage fees.

3. Returns for Store Credit

If you choose to return an item (and it is approved):

  • A store credit will be applied for the purchase price,
    minus delivery charges (outbound, return, or re-delivery),
    and any administration or restocking fees.

  • Freight returns may be arranged by ScatterMats, but all costs remain the customer’s responsibility.

  • ScatterMats takes no responsibility for goods lost or damaged during return transit.

  • Items must be returned in “As Purchased Condition” within 48 hours of approval.

4. Refunds for In-Store Purchases Only

Refunds are only available for purchases made in person at our Welshpool showroom, for stocked items only.

Refund Conditions:

  • Refunds are available within 24 hours of purchase.

  • Items must be unused, undamaged, and completely free of dust, dirt, or hair.

  • All original packaging must be included.

  • If cleaning is required, up to $300 (or more if necessary) may be deducted, or the refund/exchange may be refused.

5. Faulty or Damaged Goods

If your item appears to be faulty or damaged:

  • You may be entitled to a replacement or discount, at the discretion of ScatterMats Rugs & Runners.

  • Faults must be supported with photographic evidence emailed to us.

  • In some cases, the product may need to be returned so the fault can be visually inspected by ScatterMats or the manufacturer’s representative.

6. Products That Cannot Be Returned or Refunded

The following items cannot be refunded, exchanged, or returned under any circumstances:

  • Items cut off the roll

  • Products sold by the metre

  • Custom-cut, modified, or altered items

  • This applies to both online and in-store purchases.