At VIVIMAT, we want you to love your purchase. If something isn't right, we're here to help.

1. Returns

You have 30 days from the date you receive your order to request a return.

To be eligible for a return:

• The item must be unused and in the same condition that you received it
• The item must be free from pet hair, stains, odours, or signs of wear
• The original packaging is not required, but please pack it securely

Non-returnable items

• Custom size mats — made to your specific measurements
• Items marked "Final Sale" or "Clearance"
• Items damaged due to misuse or improper care (e.g. machine washing on hot cycle when labelled cold)

2. How to Start a Return

Contact us at support@vivimat.com with your order number and the reason for return. We'll reply within 1-2 business days with a return address and instructions.

Please do not send items back without contacting us first.

3. Return Shipping Costs

• Change of mind / didn't like the colour — You pay return shipping. We recommend using a tracked service.
• Defective or incorrect item — We cover return shipping and will provide a return label.

4. Refunds

Once we receive and inspect your return, we'll notify you within 3-5 business days. If approved, the refund will be issued to your original payment method.

Depending on your bank or card issuer, it may take 5-10 business days for the refund to appear on your statement.

Original shipping fees are non-refundable unless the return is due to our error (defective/wrong item).

5. Damaged or Defective Items

If your mat arrives damaged or with a manufacturing defect, please email us within 7 days of delivery with:

• Your order number
• A photo or short video showing the issue

We will send you a replacement at no cost or issue a full refund — whichever you prefer.

6. Exchanges

If you need a different size or colour, the fastest way is to return the original item (following steps above) and place a new order separately.

7. Cancellations

You can cancel your order within 12 hours of placing it. After that, production may have already started. Contact us immediately at support@vivimat.com.

8. European Union 14-Day Cooling Off Period

For customers in the EU, you have the right to cancel your order within 14 days for any reason. The same return conditions and shipping cost rules above apply.

9. International Returns (Australia, New Zealand & Other Countries)

For customers outside the UK: return shipping costs for change of mind are your responsibility. For defective items, we will cover the return shipping cost up to a reasonable amount. Please contact us for instructions before returning any item internationally.

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Questions? Email us at support@vivimat.com — we reply within 24 hours.