Refund policy

Refund Process
If you like to start the refund process please email us at sales@expressmatting.co.uk


Subject to the right of Consumers to return goods for refund under The Consumer Contracts (Information, Cancellation and additional charges Regulations 2013) apply, We do not sell products on a trial basis. Customers are strongly advised to check suitability and specifications of products before ordering. In some instances, Customers may benefit from special price discounts. Accordingly, orders for such goods can not be cancelled and we can only return or repair Goods where they prove to be defective and the Goods are returned for repair or replacement.

In the event that Express Matting UK, at its discretion unless the Consumer Contracts (Information, Cancellation and additional charges Regulations 2013) apply, agrees to accept the return for credit of unwanted products, the goods must be returned with our prior written agreement within 14 days of delivery. The goods must be unopened and in perfect re-saleable condition All goods returned in these circumstances (except where the Consumer Protection Consumer Contracts (Information, Cancellation and additional charges Regulations 2013) apply. Please ensure that the product(s) you have purchased are to your specification prior to breaking the manufacturers seals. This will avoid disappointment and the product(s) being rejected, should you wish to return them.

13. Reduced price offer & Liquidation Products

13.1 Goods sold on "Reduced price offer" or "Liquidation Stock" are downgraded goods that our company is able to offer at a discount on the normal catalogue price. Stocks of goods offered as above are limited and such goods are sold subject to the following special rules. These special rules apply in addition to, and in the event of any conflict override, all of our other terms and conditions, except those terms and conditions specifically covering Consumers.

13.2 Upon receipt of an order, we will check stock availability. Until stock availability is confirmed to the customer, a contract for sale will not be created and no payment will be debited from the customer.

13.3 All goods sold by us as Reduced price offer & Liquidation Products are sold subject to the following special rules that apply in addition to our other terms and conditions.

13.4 Where we are holding stock against a paid purchase order on behalf of the customer the 14 days return and refund policy applies as we can not sell the goods to other clients during this time period.

13.5 Prices are not subject to value, cash or volume discounts

13.6 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.

13.7. 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.

13.8 Pattern Alignment: Please note that rubber flooring rolls are not manufactured with pattern or dot alignment. If a continuous aligned pattern is required, we recommend choosing rubber floor tiles, as this is the industry standard.
Natural Shade Variation: Rubber is a natural material, so slight colour and shade variations between different rolls or production batches are normal and should be expected. These variations are a natural characteristic of rubber flooring and are not considered a manufacturing defect.

13.9 Express Matting has made every effort to ensure that the colours of the products are displayed online as accurately as possible. However since presentation of colour varies with type of monitor settings and slightly from batch to batch during production, Express Matting can not guarantee that the colours accurately reflect the colour of the product on delivery. Customers are strongly advised to ask for samples before ordering to ascertain suitability Express Matting will take every care and effort to ensure that product descriptions, sizes and prices are displayed correctly at the time of entering the relevant information onto the system. However, Express Matting reserves the right to refuse any orders where the information/sizes and prices are published incorrectly (this includes promotions). In order to obtain a refund or exchange due to colour variation it is customers responsibility to return the goods.

It is the customer’s responsibility to ensure the safe return of the goods.

Cost of returning goods are solely the responsibility of the customer.

All items must be returned in the original packaging. If merchandise is defective or if you have received the wrong item, Express Matting UK will either immediately replace the item or issue a credit or refund within a few days once the merchandise has been returned to them.