RETURN POLICY
This Refund and Return Policy governs the purchase of products from The Ingress Mat Company Ltd via our website www.ingressmatco.com. We are committed to providing a transparent and efficient service for our customers across the United Kingdom, Europe, and the United States.
1. Right of Withdrawal (European and UK Customers)
In accordance with the Consumer Rights Directive and the UK Consumer Rights Act, customers located within the European Union and the United Kingdom have the right to withdraw from their purchase within 14 days from the date of delivery without providing a reason.
To exercise this right, you must inform us of your decision via email at doormat@ingressmatco.com. Once notified, you shall have a further 14 days to return the item to our designated return address.
2. Damaged, Defective, or Incorrect Items
We take great pride in the quality of our products. If you receive an item that is damaged, defective, or does not match your order, please contact our support team at doormat@ingressmatco.com immediately upon receipt.
- Evidence Required: Please provide clear photographs of the item and its packaging as evidence of the issue.
- Resolution: Upon verification, we will process a full refund or a replacement at no additional cost to you.
- No Return Required: For confirmed damaged or defective items, you are typically not required to return the physical item, ensuring a swift resolution for your convenience.
3. Shipping and Delivery Performance
We partner with leading logistics providers, including DHL, FedEx, and UPS (Priority Services), to ensure timely delivery.
- Transit Time: Standard delivery typically requires 3 to 110 business days.
- Tracking Notifications: To keep you informed, our system automatically dispatches tracking updates to your registered email address at key milestones: when the order is dispatched, when it reaches the sorting facility, and when it is out for local delivery.
- Delayed Shipments: If your order exceeds the standard transit window, we will initiate a formal investigation with the carrier. Depending on the findings, we will either provide a reshipment or a full refund.
4. Returns Process and Address
For standard returns under the Right of Withdrawal, the item must be returned in its original, unused condition and in its original packaging. Customers are responsible for the direct cost of returning the goods unless the item is defective.
Return Address: The Ingress Mat Company Ltd 27 Victoria Street Liverpool, L1 6BS United Kingdom
5. Refund Processing
Once your return is received and inspected (or your claim for a damaged item is approved), we will notify you of the status of your refund.
- Payment Method: Approved refunds will be credited back to the original method of payment.
- Accepted Payment Methods: We accept major credit and debit cards, including Visa, Mastercard, and American Express, as well as Apple Pay, Google Pay, and other secure digital wallets.
- Timeframe: Refunds are typically processed within 5-10 business days, depending on your financial institution’s processing times.
6. Contact Information
For any inquiries regarding returns or refunds, please contact our dedicated customer service team:
- Brand Name: ingressmatco
- Company Name: The Ingress Mat Company Ltd
- Email: doormat@ingressmatco.com
- Phone: +44 7901 689453
- Registered Office: 27 Victoria Street, Liverpool, L1 6BS, United Kingdom