At Doormat Designs, we want you to be completely happy with your purchase. If there’s an issue with your order, we’ll do our best to make it right.
Returns Eligibility
To request a return, exchange or refund, please ensure:
You contact us within 14 days of receiving your order
The item is ;unused and in original condition with packaging intact
You can provide proof of purchase (order confirmation or tax invoice)
Items that do not meet these criteria may not be accepted for return.
Change of Mind
We offer change-of-mind returns on eligible products:
Returns must be requested within 14 days of delivery
Items must be in saleable condition
Custom or personalised products cannot be returned
Return shipping is at the customer’s expense
Original shipping charges are non-refundable
Once returned and inspected, your refund will be processed to the original payment method within; 5–7 business days.
Damaged or Faulty Products
If your order arrives damaged or defective, please email admin@doormatdesigns.com.au within 7 days of receiving your order. Include:
A brief description of the issue
Clear photos of the product and packaging
Your order number
If the product is confirmed to be faulty or damaged, we’ll offer a replacement, refund or store credit, and cover return shipping costs where necessary.
Please note: Small imperfections in natural coir (like fibre clumps or piths) are a normal part of the material and not considered faults.
Return Process
Email: admin@doormatdesigns.com.au ;with your return request
Our team will confirm your eligibility and next steps
Ship the item back to us using the provided instructions
Once received and approved, we’ll issue your refund, exchange or credit
We recommend using tracked shipping for returns, especially for higher-value items. Doormat Designs is not responsible for returned items lost in transit.
Consumer Rights
All purchases from Doormat Designs are covered under Australian Consumer Law. If a product has a major fault or doesn’t meet acceptable quality, you are entitled to a repair, replacement or refund.
Thank you for shopping with Doormat Designs. If you have any questions, feel free to reach out at admin@doormatdesigns.com.au ;— we’re happy to help.