Misk Mat Returns, Refunds and Exchanges Policy

This policy applies to orders delivered within the United Arab Emirates, Saudi Arabia, Kuwait, Qatar, Bahrain and Oman.

Nothing in this policy excludes, restricts or replaces any mandatory consumer right that cannot legally be excluded. Where applicable consumer law provides greater protection than this policy, the mandatory law will apply.

Change-of-Mind Returns

Customers may request a change-of-mind return within 14 calendar days of delivery, provided every condition below is met.

To qualify for a change-of-mind return:

• The return request must be submitted within 14 calendar days of delivery.
• The mat must be completely unused.
• The mat must not have been removed from its transparent inner plastic compression packaging.
• The inner plastic packaging must remain sealed, unopened and uncut.
• The mat must not have been allowed to expand.
• The original delivery carton, labels, inserts and packaging must be retained.
• The product must be clean, undamaged and capable of being resold as new.
• Valid proof of purchase must be provided.
• Clear photographs of the sealed mat and packaging must be provided before approval.
• Written return authorisation must be obtained before the product is sent back.
• The product must be returned using the instructions provided by Misk Mat.

Opening the outer delivery carton does not prevent a return, provided the transparent inner plastic compression packaging remains fully sealed, unopened and uncut.

If any of the above conditions are not met, the change-of-mind return may be refused, subject to any mandatory consumer rights that apply.

Inspection Before Opening

The mat’s colour and design can be seen through the transparent plastic packaging before the inner packaging is opened.

Customers must check the following before cutting or removing the plastic packaging:

• Colour and design;
• Product name;
• Selected size;
• Packaging label; and
• Whether the item received matches the order.

If the customer has changed their mind, selected the wrong colour or size, or believes the mat will not suit their room, they must not open or cut the inner plastic packaging.

Why the Plastic Seal Must Remain Intact

Misk Mats are compression-packed for delivery.

Once the transparent inner plastic seal is opened:

• The mat begins to expand;
• It cannot be restored to its original factory-packed condition;
• Its unused and uncontaminated condition can no longer be reliably verified; and
• It cannot ordinarily be resold as a new, hygienically sealed product.

Misk Mats are intended for family homes, including spaces used by babies and young children. Hygiene and contamination control are therefore important.

For change-of-mind returns, and to the fullest extent permitted by applicable law, “original condition” means that the transparent inner plastic compression packaging remains sealed, unopened and uncut.

This condition does not remove mandatory rights relating to defective, damaged, incorrect or non-conforming products.

Opened Products

An opened mat is not eligible for a change-of-mind return where:

• The inner plastic packaging has been cut, torn, punctured or opened;
• The mat has been removed from the plastic packaging;
• Air has entered the compression packaging;
• The mat has started to expand;
• The mat has been laid on the floor;
• The mat has been walked, crawled or played on;
• The mat has been cleaned, washed, vacuumed or sprayed;
• The mat has been altered or modified; or
• The mat has been exposed to dirt, moisture, pets, smoke, fragrances, hair or other contaminants.

Opening or using a product where reasonably necessary to investigate a genuine suspected defect does not remove any mandatory consumer right.

Customers who suspect a defect should photograph the product and packaging and contact Misk Mat before opening the inner plastic packaging wherever reasonably possible.

Non-Returnable Change-of-Mind Items

To the fullest extent permitted by applicable law, change-of-mind returns will not be accepted for:

• Opened or expanded mats;
• Used mats;
• Washed, cleaned or vacuumed mats;
• Products with marks, stains, dirt, moisture, hair, pet hair, smoke or other odours;
• Products damaged after delivery;
• Products with missing packaging, labels, inserts or accessories;
• Products that have been cut, altered or modified;
• Products returned without written authorisation;
• Products returned after the applicable deadline;
• Products that cannot be resold as new;
• Personalised, custom or made-to-order products, where applicable; or
• Products covered by another applicable legal exception.

Sale, discounted, promotional and bundle items remain subject to mandatory consumer rights.

A discount does not create an additional change-of-mind return right where no such right exists under applicable law.

Return Costs

For an approved change-of-mind return:

• Return shipping is the customer’s responsibility.
• The customer must arrange a tracked and adequately insured courier service.
• The customer is responsible for arranging the return to the address provided by Misk Mat.
• The customer is responsible for any return customs documents, export procedures, duties, clearance fees or related charges.
• The customer bears the risk of loss or damage until the return is delivered to Misk Mat.
• Original shipping and express-delivery charges are non-refundable where permitted by law.
• Where an order qualified for free delivery, the actual outbound shipping cost may be deducted from the refund where permitted by law.
• Actual customs, return freight, storage, clearance or recovery costs caused by the return may be deducted where permitted by law.

Misk Mat will not charge an arbitrary restocking fee.

Any deduction will reflect an actual cost, actual damage or actual reduction in the product’s value and will only be made where legally permitted.

Exchanges

Misk Mat does not operate a direct discretionary exchange service.

Where a customer has an eligible change-of-mind return, the customer may:

1. Return the sealed product in accordance with this policy; and
2. Place a new order for the preferred size, colour or design.

The customer is responsible for the change-of-mind return costs and any delivery cost for the new order.

This does not restrict any mandatory right to replacement or exchange where a product is defective, damaged, incorrect or non-conforming.

Replacement products are subject to availability.

Damaged, Defective or Incorrect Products

Contact miskmat.ae@gmail.com within 7 calendar days of delivery if:

• The delivery carton or product arrived visibly damaged;
• The wrong product, colour or size was delivered;
• Part of the order is missing;
• The mat has an obvious manufacturing defect; or
• The product received is materially different from its description.

The email must include:

• Order number;
• Description of the issue;
• Photographs of the delivery carton;
• Photograph of the courier label;
• Photographs of the sealed plastic packaging;
• Photographs or video showing the issue; and
• Confirmation of when the issue was first noticed.

The 7-day reporting period allows Misk Mat to investigate promptly and submit any necessary courier claim.

It does not remove mandatory rights relating to latent defects, statutory warranties or defects that could not reasonably have been discovered within 7 days.

A customer who discovers such an issue later must contact Misk Mat promptly after discovering it and within any period provided by applicable law.

Where a defect, damage, incorrect item or non-conformity is verified, Misk Mat will provide the remedy required by applicable law.

Depending on the circumstances, this may include:

• Repair;
• Replacement;
• Collection;
• Partial refund; or
• Full refund.

Misk Mat will bear reasonable return or collection costs where the issue resulted from a verified Misk Mat error, courier damage or genuine product defect and applicable law requires us to do so.

Misk Mat may inspect the product or request additional photographs, videos or an independent inspection before determining whether the issue is:

• A genuine manufacturing defect;
• Courier damage;
• Normal product behaviour;
• Normal compression settling;
• Customer-caused damage; or
• Damage caused by misuse, incorrect care or storage.

Normal Compression and Expansion

Misk Mats are compressed for shipping.

The following are not automatically considered defects immediately after opening:

• Compression lines;
• Creases;
• Temporary unevenness;
• Raised or lowered areas;
• Rolled edges;
• Fold marks; or
• Areas that have not yet fully expanded.

The mat may require approximately 2–7 days on a clean, dry and flat surface to expand and settle.

This does not affect the customer’s rights if the mat fails to settle within a reasonable period or has a genuine manufacturing defect.

Colour and Appearance

Customers must review product photographs, measurements, colour information and product details before ordering.

Minor differences may occur because of:

• Screen brightness and display settings;
• Photography;
• Room lighting;
• Natural manufacturing variation;
• Fabric direction;
• Surface texture; or
• The direction from which the mat is viewed.

A minor colour, pattern or appearance variation is not automatically a defect.

This does not apply where the product is materially different from the product ordered or its advertised description.

Product Suitability

Customers are responsible for checking the product size, measurements, colour, design and suitability for their intended space before ordering.

A product will not be considered defective merely because:

• It does not fit the customer’s room;
• The customer selected the wrong size;
• The colour does not suit the customer’s décor;
• The customer no longer wants the product;
• The customer found another product or lower price elsewhere; or
• The customer’s personal preference changed.

This section does not restrict any mandatory consumer right.

Individual Sensitivities

An individual preference, allergy or sensitivity is not automatically evidence that a product is defective.

This does not restrict any mandatory right where a product is unsafe, contains an undisclosed material, fails to meet applicable requirements or is materially different from its description.

Return Inspection

All returned products will be inspected.

A change-of-mind return may be refused if:

• The inner plastic seal has been opened;
• The plastic packaging has been cut, torn or punctured;
• The mat has expanded;
• The product has been used;
• Packaging, inserts or labels are missing;
• The product is dirty, marked, stained or damaged;
• The product has absorbed an odour;
• The product has been exposed to pets, smoke, moisture or fragrances;
• The return was not authorised;
• The return was sent using a different method or address from the one provided by Misk Mat; or
• The product was damaged because it was inadequately packed for return.

Where mandatory law requires a different outcome, the applicable mandatory law will be followed.

Refund Processing

Approved refunds will be issued to the original payment method unless applicable law requires another method.

Refunds are normally initiated within 7–10 business days after the returned product has been received and inspected.

Banks and payment providers may require additional time to display the refund after it has been initiated.

The refund will be based on the amount actually paid after any discount.

Original shipping charges, return shipping costs, customs charges and other expenses will only be refunded where required by applicable law or where the return resulted from a verified Misk Mat error.

Currency conversion differences and charges applied independently by banks, card providers or payment providers are outside Misk Mat’s control.

Bundle and Promotional Refunds

Where part of a discounted bundle or promotional order is returned, the refund may be recalculated based on the price that would have applied to the products retained by the customer.

Any recalculation or deduction will only be made where legally permitted.

Sale and Promotional Products

Sale, discounted, promotional and bundle products are subject to the same sealed, unopened and unused return conditions.

A discount does not remove any mandatory consumer right.

Order Cancellations and Amendments

Customers should contact Misk Mat immediately if they wish to cancel or amend an order.

Misk Mat will attempt to accommodate a cancellation or amendment requested before dispatch, but this cannot be guaranteed once fulfilment has started.

Once an order has been dispatched, it cannot normally be recalled, cancelled or amended.

The customer may instead use any return or cancellation right available under this policy or applicable law.

Any mandatory cancellation right arising from delayed delivery remains unaffected.

Customs Duties, VAT and Import Charges

For deliveries outside the United Arab Emirates, the destination country may impose customs duties, VAT, clearance fees or other import costs.

Where these charges are payable directly to a courier, customs authority or government authority:

• They are the customer’s responsibility;
• They are not included in the product price or shipping charge unless expressly stated at checkout;
• Misk Mat has no control over the amount charged; and
• Misk Mat cannot guarantee that the charge will be refunded if the product is returned.

Customers may need to apply directly to the relevant authority for any available refund of duties or taxes.

This does not affect any obligation Misk Mat has where Misk Mat collected the charge directly or where applicable law requires reimbursement.

Refused, Unclaimed or Undeliverable Shipments

Refusing delivery is not automatically treated as a valid return or cancellation.

Where a shipment is refused, unclaimed or undeliverable because the customer:

• Refuses to pay customs duties or taxes;
• Does not provide required customs or identification information;
• Provides an incorrect or incomplete address;
• Does not respond to the courier;
• Does not collect the shipment;
• Is unavailable to accept delivery; or
• Refuses delivery without a valid legal reason,

No refund will be processed until the product has been physically returned to and recovered by Misk Mat.

Where legally permitted, Misk Mat may deduct actual:

• Outbound shipping costs;
• Return shipping costs;
• Customs charges;
• Storage costs;
• Clearance fees;
• Courier fees; and
• Recovery expenses.

If the shipment is abandoned, destroyed, seized or otherwise not returned to Misk Mat, a refund may be refused except where applicable law requires otherwise.

Any refund remains subject to inspection of the returned product.

Return Abuse and False Claims

Misk Mat may refuse a return, suspend an account or take appropriate action where there is reasonable evidence of:

• Return fraud;
• Product substitution;
• Fabricated damage;
• Intentional product damage;
• False courier claims;
• Repeated misuse of the returns process;
• Submission of misleading evidence; or
• Chargeback fraud.

This does not restrict a customer’s genuine right to make a complaint, exercise a mandatory consumer right or submit a lawful payment dispute.

How to Request a Return

Email miskmat.ae@gmail.com and include:

• Order number;
• Customer name;
• Delivery country;
• Delivery date;
• Reason for the request;
• Photographs of the outer delivery carton;
• Photographs of the sealed transparent plastic packaging;
• Photographs of the product labels; and
• Photographs or videos of any alleged defect or damage.

Do not return a product without written approval and return instructions from Misk Mat.

Unauthorised returns may be refused, delayed or returned to the sender where permitted by law.

Governing Law

This policy and purchases made from Misk Mat are governed by the laws of the United Arab Emirates.

This does not deprive customers of any mandatory consumer rights that apply in the country where the order was delivered and that cannot legally be excluded.

Mandatory Consumer Rights

Nothing in this policy excludes, restricts or replaces rights that cannot legally be waived under the laws of the country where the order was delivered.

Where there is a conflict between this policy and mandatory consumer law, the mandatory consumer law will apply.

Contact

For returns, refunds, damaged products or order issues, contact:

miskmat.ae@gmail.com

Please include your order number in the email subject line.

Misk Mat is a brand operated by Reviving Hijama LLC, registered in the United Arab Emirates.