RETURNS & EXCHANGES POLICY

At Memory Mats, we want you to love your purchase. If something isn’t quite right, here’s how returns and refunds work.

Change-of-Mind Exchange

We understand sometimes you just change your mind — that’s okay!

  • We accept change-of-mind exchanges within 5 days of delivery.

  • Items must be unused and packaged inside the original plastic seal. 

  • Refunds will be processed minus the original shipping cost we paid to send the item to you.

  • Return shipping costs are the responsibility of the customer.

  • You must email us at info@memorymats.co.nz within 5 days of delivery to request an exchange. 

Returns for Faulty, Damaged, or Incorrect Items & How to Return

Please inspect your order as soon as possible and contact us within 14 days of delivery if there is an issue.

If:

  • The item is faulty

  • The item is damaged

  • You received the wrong item

Please email info@memorymats.co.nz with your order number and photos of the issue.

If your return is approved, we will provide return instructions and the return address. Items sent back without first requesting a return will not be accepted.

Once we receive and inspect the item, we will notify you whether your return has been approved. If approved:

  • Your refund will be processed to your original payment method within 10–15 business days

  • Please note it may take additional time for your bank or credit card provider to process the refund

  • If more than 15 business days have passed since approval, please contact us at info@memorymats.co.nz

We will assess the issue and arrange a replacement or refund in accordance with the Consumer Guarantees Act 1993. In these cases, we will cover return shipping costs.

Cancelling or Amending Orders

Please take extra care when placing your order. Once an order is confirmed, we’re usually unable to cancel it or make changes because our packing process moves quickly.

This includes:

  • Changing your shipping address

  • Applying discounts or gift cards after checkout

  • Cancelling your order

  • Adding or removing items

  • Changing product colours

Any incorrect details entered at checkout are the customer’s responsibility.

Please contact us on info@memorymats.co.nz with the subject line URGENT CHANGE to ensure we action your request as soon as possible. 

Your Rights Under NZ Law

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993.

Contact Us

For any questions, contact:
info@memorymats.co.nz