Retour- en terugbetalingsbeleid van Beyond The Mat
Last updated: 14 October 2026
This policy covers change-of-mind returns, incorrect items, and delivery damage. Defects and premature functional failure are handled under our separate Two-Year Limited Warranty.
Plain-English summary
- Unused standard products may be returned within 30 days of delivery.
- Orders shipped to the EU have an additional 14-day right to cancel.
- Contact us before sending anything back so we can provide the correct regional return address.
- Customers pay return shipping for change-of-mind returns.
- We cover reasonable return and corrective delivery costs when we sent the wrong item.
- For approved warranty claims, we cover required return shipping. Replacement delivery and import charges are paid by the customer only where legally permitted; statutory consumer rights remain unaffected.
- Your statutory consumer rights remain unaffected.
Change-of-mind returns
Standard products may be returned within 30 days of delivery when they are unused, unwashed, undamaged, complete, and suitable for resale. Include all components, tags, bags, and packaging reasonably required to identify and inspect the product.
The customer is responsible for return shipping on a change-of-mind return. Original shipping, duties, taxes, and payment fees are not normally refundable unless applicable law requires otherwise or Beyond The Mat made an error.
European Union 14-day cooling-off period
If your order shipped to the European Union, you have the right to cancel or return it within 14 days of delivery for any reason, with no justification needed. The same condition requirements described above apply. This right is in addition to, and does not replace, the 30-day return window above or any other statutory right you may have.
To exercise this right, email orders@beyondthematco.com with your order number within 14 days of delivery.
Custom, personalised, hygiene, and safety-sensitive products
Custom designs, embroidery, and personalised products produced to your own specification cannot be returned for change of mind once production has started. They remain covered for defects and non-conformity, and this does not affect statutory rights that cannot legally be excluded.
FlyCarian and other safety-sensitive or body-worn gear may only be returned for change of mind when unused, unworn, complete, and in condition suitable for inspection. A defective product is still handled under the warranty and applicable consumer law.
Incorrect or damaged deliveries
Contact us promptly if we sent the wrong item or the parcel arrived damaged. For courier damage, tell us within 48 hours when reasonably possible and keep the packaging, labels, and photographs or video. This helps us pursue the carrier, but it does not remove rights that applicable law gives you.
How to request a return
Email orders@beyondthematco.com with your order number, the reason for the request, and photographs when relevant. Do not send a return until we approve it and provide the correct return address.
Depending on your location and stock, returns may be routed to Indonesia, Belgium, the United States, or another approved location.
Inspection and refunds
We inspect returned products after arrival. Approved refunds are normally issued to the original payment method within 5–10 business days after inspection. Your bank or payment provider may take additional time to display the refund.
If a product has been used, damaged, modified, washed, or returned incomplete, we may reduce or refuse a change-of-mind refund where permitted by law. We will explain the reason.
Warranty claims
A warranty claim is not limited to the 30-day return period. Eligible Beyond The Mat-designed products carry the separate two-year limited warranty described on our Warranty page.
Statutory rights
This policy does not exclude, restrict, or replace consumer rights that cannot legally be excluded, including applicable rights for faulty, unsafe, misdescribed, or non-conforming goods.
Warranty returns and replacement shipping
We assess warranty claims from photographs or video first. Do not send a product back until we confirm the return address and shipping arrangements. For an approved claim, Beyond The Mat covers the covered replacement product or component and reasonable return shipping when we require the affected item to be returned.
Where legally permitted, customers pay the shipping cost of sending the replacement product or component to their address, plus any applicable import duties, taxes, or customs and carrier clearance fees. We confirm the shipping charge and explain potential customs charges before dispatch; customs charges are set by the relevant authority or carrier and may not be known in advance.
Where consumer law requires a remedy at no cost, Beyond The Mat covers the costs required by that law, including necessary delivery charges. In particular, customers do not pay replacement delivery for a qualifying EU statutory defect remedy. These terms do not reduce statutory consumer rights.
When Beyond The Mat sends the wrong item, we cover reasonable return and corrective delivery costs. We may provide a safe replacement component, use an appropriate regional return address, or agree another remedy instead of requiring an unnecessary international return.
The replacement-shipping terms apply to orders placed on or after 14 October 2026. For earlier orders, we honour the terms and promises applicable when the purchase was made.