Return Policy

1. General Terms

Subject to the rights of Consumers under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the following terms apply to all sales made by Express Matting Services Ltd (“the Seller”) via expressmatting.co.uk.

We do not sell goods on a trial or approval basis. Customers are strongly advised to check suitability, specifications, colour, thickness, and intended use before placing any order. By purchasing, you acknowledge acceptance of these terms.

2. Order Cancellation

To cancel an order, you must email sales@expressmatting.co.uk prior to dispatch.
Once goods have been dispatched, cancellation is only possible with written consent from the Seller.
Any agreed cancellations will be subject to a minimum 20% restocking fee, and all delivery/shipping costs are non-refundable.

3. Damaged on Arrival

All damages must be reported within 24 hours of receipt by emailing sales@expressmatting.co.uk, with photographic evidence.
Claims made after 24 hours will not be accepted.

4. Faulty or Manufacturing Defects

Manufacturing faults must be reported within 24 hours of delivery to sales@expressmatting.co.uk, supported by photos/videos showing the issue.
Items must remain unused, uncut, and uninstalled pending inspection.
If verified as a genuine manufacturing defect, we will offer replacement or refund at our discretion.
No liability is accepted for consequential loss, installation costs, labour, adhesives, or fitting errors.

5. Change of Mind or Exchange Requests

Requests must be made within 14 days of delivery by emailing sales@expressmatting.co.uk.
All returns are at the customer’s cost and risk.
Returned goods must be unopened, unused, uncut, and in perfect resaleable condition with original packaging intact.
No returns will be accepted without prior written authorisation.

6. Strictly Non-Returnable / Non-Refundable Items

The following goods are non-returnable and non-refundable under all circumstances, including but not limited to:

Any goods that have been cut, trimmed, rolled out, glued, installed, or altered in any way.
Rubber sheet rolls (1.2m, 1.4m, 1.5m, 2m wide) — all are cut to size from master rolls and made to order.
PVC interlocking floor tiles, garage floor tiles, coloured yellow ramps, and rubber vibration strips — all custom-made to order.
Rubber link mats with drainage holes, playground tiles (36”x36”), grass mats, reinforcement mesh, neoprene & EPDM sheets, anti-fatigue matting rolls, and promenade or outdoor rubber flooring — made or modified to order.
Reduced price, liquidation, or clearance stock.
Custom-made or bespoke items produced to the customer’s specification.

7. Product Characteristics and Climatization

Rubber and PVC are thermoplastic and elastic materials that naturally expand, contract, or retain roll-memory depending on temperature and storage conditions.
This is not a manufacturing defect.

All flooring rolls must be climatised for a minimum of 48 hours at room temperature before installation.
Failure to climatise will void warranty and release the Seller from any liability for curling, lifting, or expansion/contraction issues.
Warranty is also void if non-recommended adhesives or incorrect installation methods are used.
- Classico & Gym Flooring Rolls must be fitted using Mapei VS90 adhesive.
- All other rubber flooring rolls must use Mapei Adesilex G20.
Any installation by non-approved fitters automatically voids warranty and liability.

8. Surface Staining, Marking & Natural Material Behaviour

Rubber is a natural material; it can mark, discolour, or transfer pigment onto contact surfaces.
No liability is accepted for marking, colour transfer, surface stains, or aesthetic variations.
All rubber and PVC materials are supplied within ±10% BMRA tolerance for thickness, colour, and texture.

Playground and kennel flooring may stain if not cleaned promptly after spills or animal waste.
No claims will be accepted for staining, odour, or discolouration resulting from lack of maintenance.

9. Custom Manufacture & Made-to-Order Goods

Custom-made items, including all cut-to-length rolls, punched mats, or die-cut tiles, are produced specifically for each order and therefore non-returnable.
By confirming an order, the customer accepts full responsibility for the specifications provided.

10. Installation, Warranty & Liability

All outdoor installations require suitable adhesive fixing and drainage.
Warranty will be void where standing water, inadequate drainage, or incorrect adhesive causes failure.
Rubber playground tiles are designed for impact absorption only — not for wheeled play equipment such as scooters or bikes.
Dots on round stud flooring may not align between rolls due to standard manufacturing tolerances.
No liability is accepted for shrinkage or mismatch where customers purchase separate batches for one installation.

The Seller shall not be liable for:

Improper installation, handling, or storage.
Use in applications beyond the product’s specification.
Consequential loss, downtime, or third-party fitting costs.
Any advice or recommendation provided verbally or in writing.
All advice is offered in good faith and without warranty or liability since we have not inspected each individual installation site.

11. Important: Climatise Before Cutting or Installation

Customers must fully climatise and inspect the flooring before cutting or installation.
All rolls and tiles must be allowed to acclimatise at room temperature (ideally 18–25°C) for a minimum of 48 hours prior to cutting or fitting. This ensures the material stabilises and relaxes from any transportation or storage memory.

Once the flooring has been cut, trimmed, or altered in any way, it will be deemed accepted by the customer as fit for purpose.
If the product is cut before proper climatization or without written approval, no return, replacement, or refund will be accepted, and all warranty coverage will be void.

The Seller accepts no liability for any issues such as curling, lifting, shrinkage, or expansion/contraction resulting from incorrect acclimatisation, premature cutting, or improper installation.

12. Returns Procedure

To initiate a return (where permitted), email sales@expressmatting.co.uk stating:

Order number
Reason for return
Photographs (if applicable)

A Return Authorisation Number (RAN) will be issued if the return is approved.
Unauthorised returns will be refused.
Goods must be returned at the buyer’s cost, in unused, resaleable condition, and original packaging within 14 days of approval.

13. Refunds

Refunds (where approved) will be processed within 5 working days after the returned goods have been inspected and confirmed as compliant with this policy.
Shipping and handling charges are non-refundable.
The Seller reserves the right to deduct a restocking fee of up to 25% on approved returns.

14. Reduced Price / Liquidation Stock

All discounted or liquidation goods are sold as seen.
Such items are non-returnable, non-exchangeable, and carry no warranty unless stated otherwise in writing.
No cash, volume, or value discounts apply.

15. Thickness and Handling

All materials supplied are within ±10% BMRA tolerance.
Rubber and PVC rolls are heavy; safe handling by two or more persons is required at all times.
Express Matting Services Ltd accepts no responsibility for injuries or damage caused by improper manual handling.

16. Warranty

Certain products (e.g. pond liners) are sold with long-term manufacturer warranties (e.g. 40-year warranty) covering material or manufacturing defects only.

This warranty does not cover:

• Misuse, incorrect installation, or unsuitable application (e.g. use with sharp objects, animals, or without protective underlay);

• Normal wear and tear;

• Damage caused by ground movement, roots, or external forces.

If a customer believes a product is defective, it will be returned to the manufacturer for inspection.

• The customer is responsible for the cost of returning the product, including shipping and handling.

• If the manufacturer confirms a valid material defect, a repair, replacement, or refund will be issued at their discretion.

• If no manufacturing defect is found, the product will be returned to the customer at their expense, and no refund or replacement will be issued.

17. Limitation of Liability

The Seller’s liability for any claim, whether in contract or tort, shall not exceed the purchase price of the goods supplied. The Seller shall not be liable for consequential or indirect losses arising from the use or misuse of the goods.

18. Legal Notice

These terms shall be governed by the laws of England and Wales.
By purchasing from ExpressMatting.co.uk, you agree to these conditions in full.
No representative, employee, or installer is authorised to alter or waive these terms without written approval from a company director.

Express Matting Services Ltd
Unit 1b – Summit Works, Manchester Road,
Burnley, Lancashire, BB9 7HL, United Kingdom
sales@expressmatting.co.uk
01282 270 214
Mon–Fri: 08:30 – 17:00 GMT