Refund policy
SoftGround Returns & Refunds Policy
YOUR RIGHTS UNDER AUSTRALIAN CONSUMER LAW
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits, restricts or replaces these rights. This policy covers two separate situations:
- Faulty, damaged, wrong or not-as-described items: your statutory rights, which apply regardless of the timeframes below.
- Change of mind: a voluntary option we offer on top of what the law requires.
1. FAULTY, DAMAGED, WRONG ITEM OR NOT AS DESCRIBED
If your mat arrives damaged, defective, materially different from how it was advertised, or is the wrong size or colour due to our error, email support@softgroundco.com with photos and your order number as soon as you notice.
- No fixed time limit. This isn't governed by the 30-day window below. It's a statutory right. What counts as a "reasonable time" to raise it depends on the product. A mat that fails well within its expected lifespan can still qualify after 30 days.
- You choose the remedy for major failures. If the problem is serious (unsafe, significantly different from its description, or something you wouldn't have bought had you known), you choose between a full refund or a replacement.
- We resolve minor issues first. For less serious problems, we'll offer a free repair, replacement or resupply within a reasonable time. If we can't do that, you're entitled to a refund.
- We cover return shipping. We'll send a prepaid return label or reimburse your reasonable return postage. You shouldn't be out of pocket to return a faulty, wrong or misdescribed item.
- The mat doesn't need to be unused or in its original packaging. You won't be refused a remedy just because you've used the mat or no longer have the packaging.
2. CHANGE OF MIND RETURNS (30 DAYS)
If you've simply changed your mind or ordered the wrong size or colour, we offer a 30-day return window from the date of delivery, as a courtesy beyond your legal rights.
To be eligible:
- The mat must be unused and in original condition, with any tags or labels still attached
- Proof of purchase is required
- Return postage is at your own cost. We recommend a trackable method, as we're not responsible for items lost or damaged in transit on a change-of-mind return
To start a return, email support@softgroundco.com with your order number. Once approved, we'll send return instructions and the return address. Please don't send items back before approval, as unapproved returns may not be processed.
Not eligible under change of mind: gift cards, and personalised or custom orders. (These are still covered by your ACL rights in Section 1 if they arrive faulty or not as described.)
3. EXCHANGES
- Size or colour exchange (change of mind): return your original mat under Section 2 above and place a new order for the size or colour you want. Standard return postage applies.
- Wrong size or colour shipped due to our error: we cover return postage and send the correct mat at no extra cost. No new order needed.
4. ORDER CANCELLATIONS
- Within 3 days of purchase and not yet processed or shipped: full refund, no questions asked.
- After 3 days, or already shipped: we can't cancel, but you can return the mat once delivered under Section 1 or 2, whichever applies.
5. EUROPEAN UNION: 14-DAY COOLING-OFF PERIOD
Orders shipped to the EU can be cancelled or returned within 14 days of receipt, for any reason. Items must be in original condition with proof of purchase.
6. REFUND PROCESSING
Once your return or fault claim is approved, refunds are processed to your original payment method within 10 to 15 business days. Please allow extra time for your bank to display the funds. If 15 business days have passed since approval with no refund, contact support@softgroundco.com.