We offer a 5-Day Change-of-Mind Colour Exchange Guarantee so you can shop with confidence — even on sale items.
What's Covered
You can request a colour exchange if you contact us within 5 days of delivery and the rug remains sealed in its original plastic wrapping.
If you'd like to check the colour before deciding, please do not remove the rug from its original plastic wrapping, as opened rugs are not eligible for exchange.
What's Not Covered
The guarantee does not apply if:
- The original plastic wrapping has been opened or removed.
- The item shows signs of wear, dirt, pet hair, odours, stains, or damage.
- The item is not returned in its original packaging.
We reserve the right to decline any exchange that does not meet the above conditions.
Exchanges & Shipping
- Refunds are not available for change-of-mind purchases.
- Eligible items may be exchanged for another colour of the same size (subject to availability).
- Customers are responsible for the cost of returning the original rug.
- Customers are also responsible for the shipping cost of the replacement rug.
How to Request an Exchange
Email us at info@memorymats.co.nz within 5 days of delivery and include:
- Your order number
- The colour you'd like to exchange from and to
We'll provide return instructions and the return address. Items returned without prior approval will not be accepted.
Important Hygiene Notice
For hygiene and quality reasons, rugs cannot be exchanged once they have been removed from their original plastic wrapping.