Refund and Return Policy

Damaged, defective or wrong items

If your order arrives damaged, has a making defect, or is not the design or size you confirmed with us, we will send a replacement or give you a full refund of the product price.

• Message us on WhatsApp within 48 hours of delivery.
• Send clear photos of the mat and of the outer packaging, showing the problem.
• An unboxing video, recorded from the moment you open the parcel, helps us settle courier claims quickly and is strongly recommended.
• Keep the mat and its packaging as they arrived until we have looked into it.

If a replacement isn’t possible — for example, the design would have to be made again and you’d rather not wait — we will refund you instead.

What we can’t accept for return

• A change of mind, or a design that doesn’t suit the space once it arrives.
• Custom and personalised orders — custom designs, names or colours — unless they arrive damaged or don’t match what you approved on WhatsApp.
• Mats that have been washed, soaked or damaged by water. Our mats are not washable; please dust them gently.
• Mats that have been cut, altered, or damaged through use or careless handling.
• Problems reported more than 48 hours after delivery.

Handmade variations

Each mat is made by hand, so small differences in shape, spacing and finish from the photos are part of what makes it handmade, not a defect. Colours can also look slightly different on different phone and computer screens.

If an exact shade matters to you, ask us on WhatsApp for a fresh photo before you order.

Cancelling an order

• Ready designs can be cancelled for a full refund any time before we dispatch the parcel.
• Custom orders can be cancelled for a full refund until work on your piece begins. Once Sanjana has started making it, the advance covers the materials and time already spent and is not refundable.
• Once an order has been dispatched it can’t be cancelled. If it arrives damaged or wrong, the section above applies.

How refunds are paid

Once we have reviewed your photos — or received and checked the returned mat, where we have asked for it back — we will confirm your refund on WhatsApp.

Refunds are made to the original payment method within 5–7 working days of that confirmation. Depending on your bank, it can take a few more days to show in your account.

For damaged, defective or wrong items we pay for any return shipping we ask for. Shipping charges are refunded only in those cases.