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Matace will help you find a local donation centre for your carpets.

Matace will send you a refund, in whatever form you paid for it.

Matace Return, Refunds, Exchanges

and Cancellation Policy

Last Updated: November 1, 2022

Your satisfaction is our first priority.

You may cancel an order any time prior to processing. You may return any of your products for a full refund (not including fees for shipping, White Glove Service, state-based recycling fees, and/or promotional value) subject to the terms and conditions for returns for each of our products.

Refunds will be issued in the form of the original payment. If you purchased a product using an offer code, the dollar value of the offer code will not be refunded or credited back if any or all products are returned.

Promotional Items Included With Carpet Purchase: If you wish to return your Carpet, you may either keep, return, donate, or dispose of the promotional items included with your carpet purchase. The value of all promotional items included with your carpet purchase will not be deducted from the total value of the carpet return, regardless of the above option you choose to exercise. Due to the nature of our promotional products, we cannot physically receive opened and/or used products; however, if your promotional items are used and/or opened and you do not want them, you may donate or dispose of them at your preference and convenience. We currently accept returns of unopened promotional products at this time.

Unless a product exchange is requested due to a manufacturing defect or warranty claim, exchanges are processed as return and refund requests as described herein. After returning the product to be exchanged, you may place an order for the replacement product. You may only request one exchange. No refunds will be given for fees for shipping or for White Glove Service.

If you wish to return any products you purchased from us, please contact Customer Service by email Once the products have been returned and if such products fulfill the terms and conditions herein, you will be refunded the entire amount paid for such products less the value of (i) any offer code or other discounts, (ii) any included promotional products, (iii) fees for shipping, and/or (iv) fees for White Glove Services.

For products eligible for the 180-day trial policy, we accept returns or exchanges within 180 calendar days of receiving the product; For products not covered by the 180-day trial policy, we we accept returns or exchanges within 30 calendar days of receiving the product. We will send a reply email within 2 business day.

Please note that unauthorized returns will not be accepted. Upon confirming with you, we will send the return warehouse information to you via email. If you return the product without contacting us, we may not be able to help you with refund service.

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1. If you have any questions or complaints about the order/product/payment, please contact us first. If you return the items without contacting us or raise inquiries without specific reasons, we may not be able to assure you a full refund and we could make a complaint according to the policy. The return info/return address will be sent to you after you contact us. The unauthorized return of products will not be accepted.

2. We recommend you use UPS/Fedex to have the package shipped back to us. Please inform us of the tracking number, as situations where packages are lost or stolen can occur.

3. If you received unexpected items (mis-delivery), please contact us within 24 hours upon receiving your package. Contact email:

4.1. Order Cancellation(Before shipping)
If you cancel orders that haven't entered the shipping process, no charge will be applied.
4.2. Order Cancellation(After shipping)
If your order is shipped and it cannot be modified, you may reject the package and 36% of the order will be charged as a shipping fee.

About Refunds:
If the return is our responsibility (such as shipping the wrong products, the quality of the product is unacceptable, etc.), we will provide a full refund after we receive your return (the freight is borne by Matace).

If the return is the buyer’s responsibility (e.g., the buyer has decided they don’t like/want the order anymore, the customer ordered the wrong product/size, there is damage or delay due to unavoidable circumstances), we will remove 18% from your refund as a loss of freight and handling fee. We will not cover the cost of your return shipping. Please contact us for the return address.

Once the returned item is received and evaluated, we will send out an email to notify you of our receipt. The refund process will then proceed. Look for your original payment method to see it processing. It should usually take about 3-5 days.

Custom orders
Custom orders are non-refundable and non-exchangeable. Please ensure you are fully aware of what you are ordering before purchasing to avoid any disappointment.

Failed Deliveries / Refused Shipments / Incorrect Shipping Address
If incomplete or incorrect address information is the primary cause of shipment delays or package damage, Matace will be not responsible for any fee or exchange requirement. Please double-check the address before placing your order.