Refund policy
REFUND & RETURNS POLICY
This policy became effective as of May 22, 2025.
By placing an order, you confirm that you have read, understood, and accepted the following policies.
1. ORDER CANCELLATION
If your order has been paid and you need to change or cancel it, please contact us within 24 hours of placing your order. Once the packaging and fulfillment process has begun, we are unable to cancel the order.
2. RETURNS
We offer a 90-Day Money-Back Guarantee. You have 90 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it — unboxed or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
To start a return, please contact us at support@groundingmat.com. If your return is accepted, we will send you a return shipping label along with instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.
Please note: The return address is not the same as the address printed on your shipping label. Do not send items back without first contacting us and receiving the correct return address. Unauthorized returns will not be accepted.
Damages and Issues
Please inspect your order upon delivery and contact us within 3 days if your item is defective, damaged, or if you received the wrong item. Photo proof of the damage or issue is required. Claims submitted after 3 days of delivery, or without photo proof, will not be accepted.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, including custom or personalized products, personal care goods, hazardous materials, flammable liquids, or gases. We also do not accept returns on sale items or gift cards. Please contact us if you have questions about your specific item.
Exchanges
The fastest way to get a replacement is to return your original item and, once the return is accepted, make a separate purchase for the new item.
European Union — 14-Day Cooling Off Period
If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. Your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
3. REFUNDS
Once we have received and inspected your return, we will notify you of the approval status. If approved, your refund will be automatically issued to your original payment method within 10 business days. Please allow additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at support@groundingmat.com.