Returns & Refunds

Returns, made simple

Changed your mind, or something isn’t right? You have 30 days from delivery to return your Trivelle mat. Here’s exactly how it works.

How to start a return

1. Email us with your order number and the reason for the return (use the contact button at the bottom of this page).
2. We’ll reply within 1–2 business days with simple instructions (and a prepaid label if your order qualifies — see below).
3. Pack the item securely in its original box and send it back. Please don’t ship anything before contacting us.

Return condition

Because our mats are natural diatomite stone that absorbs water, change-of-mind returns must be unused and in new, resalable condition, in the original box, with all included items (such as the refresh pad). Items returned used, soiled, or incomplete may be refused or refunded in part. There’s no restocking fee for items in eligible condition.

Who pays for return shipping

• Orders $100 or more: return shipping is on us — we email a prepaid label.
• Orders under $100: you cover return shipping; we’ll send the return address and instructions.

Damaged, defective, or wrong item

If your order arrives damaged, is defective, or isn’t what you ordered, we’ll make it right at no cost to you — a free replacement or full refund, including return shipping, regardless of packaging. Just email us within 30 days with your order number and a photo.

Exchanges

Want the other mat instead — say, the Stone Bath Mat in place of the Stone Drying Mat, or vice versa? Just email us with your order number and what you’d like instead. The simplest way to handle a swap is a return of the unused item under the 30-day policy above, alongside a new order for the one you want, so you get the correct item as quickly as possible. If your original mat arrived damaged or defective, we’ll send a free replacement of the same item at no cost — no need to buy anything again.

Order changes & cancellations

Need to fix an address, change an item, or cancel? Because we pack and dispatch quickly (within 0–1 business day), there’s only a short window to catch an order before it ships. Email us as soon as you can with your order number and what needs to change, and we’ll do our best to update or cancel it before it leaves us.

Once an order has already shipped it’s on its way and can’t be changed in transit — but you’re still covered by our 30-day return policy above once it arrives, so nothing is lost.

When you’ll get your refund

Once we receive and inspect your return, we’ll confirm by email and issue your refund to the original payment method, typically within 5 business days. Your bank or card issuer may take a few extra days to post it. For the full legal terms, see our Refund Policy.