Refund policy
Last updated: September 17, 2026
Return rules
Returns are accepted within 30 days, starting from the date the order is marked as delivered. We fully refund the price of the goods minus a $30 restocking fee per order. The restocking fee is waived when you choose an exchange (for example a different design or size) or a refund as store credit. Shipping costs paid at checkout are not refundable, and if your order shipped free, the actual outbound shipping cost is deducted from the refund.
To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase.
You are welcome to try the mat. What we cannot take back is a mat that shows use: pet hair, dirt or marks, dents or creases that do not fall out, or any damage. Clean, undamaged and in its original packaging, we accept it.
Customers are responsible for the return shipping label and cost.
Click here to start your return.
You can always contact us for any return questions using the contact form.
Undeliverable addresses
We cannot deliver to PO Boxes, because our couriers do not deliver to them. If an order is placed with a PO Box or another address the courier cannot reach, we will contact you for a street address before shipping. If we cannot reach you and the parcel is returned to us, the order is refunded minus the shipping costs already incurred. Please double check your address at checkout, it saves everyone the trouble.
Damages and issues
Shipping damage has to be claimed with the courier and they only accept claims for five working days after delivery. So please inspect your order as soon as it arrives and contact us within 5 working days if it arrived damaged or if you received the wrong item. A fault that appears later is a warranty matter rather than a return, see 365-day warranty below.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
Made to order and limited drops
Limited collection drops and pre-orders are made to order. Production starts only after the ordering window closes and we make close to the number actually ordered, so there is no spare stock for a return to go back into. These items are final sale and cannot be returned or exchanged for a change of mind. This is stated on the product page and you confirm it with a tick box before you order. This does not apply if an item arrives damaged, faulty or incorrect, see Damages and issues above and contact us within 5 working days.
Exchanges
To be eligible for an exchange, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase.
Customers are responsible for the return shipping label and cost.
Click here to start your exchange.
Refunds
Refunds are credited back to the original form of payment. If it was a gift, it can be exchanged for an Eeveve Gift Card.
365-day warranty
Every Eeveve mat carries a 365-day limited warranty against manufacturing defects, provided it is used for its intended purpose. If something fails in normal use, contact us with your order number and a photo and we will repair or replace it, rather than asking you to return the order.
The warranty covers factory defects. It does not cover damage caused by how the mat is treated, including heavy or aggressive vacuuming, soaking the mat or cleaning it while very wet, both of which can lift the printed top layer, or staining, accidents, pets, furniture marks and improper cleaning.
Eeveve mats are made for normal use in a home. They are not rated for daycare, nursery, gym, clinic or other commercial and professional settings, and that use is not covered.
Please follow the care guide. Read the full warranty policy.
