Politique de remboursement
Return & Refund Policy
At Moose You Mat Company, all of our products are handmade and many are customized specifically for each customer. Because of this, please review our policy carefully before placing your order.
Custom & Personalized Items
Due to the custom nature of our products, all custom and personalized items are final sale.
This includes, but is not limited to:
- Custom name doormats
- Custom pet doormats
- Custom lake & river doormats
- Seasonal or themed custom designs
- Any item made to order based on customer-provided details
Once an order has been placed and production has begun, it cannot be cancelled, refunded, or returned.
DIY Kits
DIY kits are final sale once shipped or picked up.
If your DIY kit arrives damaged or incomplete, please contact us within 48 hours of delivery with photos of the issue so we can make it right.
Workshops & Class Tickets
All workshop and class tickets are non-refundable.
If you are unable to attend a workshop you registered for:
- No refunds will be issued
- In some cases, a DIY kit may be offered instead, at our discretion
No-shows are not eligible for refunds.
Damaged or Incorrect Orders
If you receive an item that is damaged or incorrect due to an error on our end, please email us within 48 hours of receiving your order at:
Please include:
- Your order number
- Clear photos of the issue
We will assess the situation and arrange a replacement if appropriate.
Shipping Issues
We are not responsible for delays caused by the shipping carrier once an order has been shipped. If your package is lost or damaged in transit, please contact us so we can assist with next steps.
Contact Us
If you have any questions about this policy or your order, please reach out: