Return Policy

Mateflex Return Policy


At Mateflex, we stand behind the quality and durability of our modular tile products. We want you to be completely satisfied with your purchase. Please review our return policy below:


Eligibility for Returns:

  • Unused and Resalable Condition: To be eligible for a return, all Mateflex tiles must be in their original, unused, and resalable condition, including all original packaging. Tiles that have been installed, modified, cut, or show signs of wear and tear are not eligible for return.
  • Within 30 Days of Receipt: Return requests must be initiated within thirty (30) calendar days from the date you received your order.
  • Proof of Purchase: A valid proof of purchase, such as your order confirmation email or invoice, is required for all returns.

How to Initiate a Return:

  1. Contact Customer Support: Please contact our Mateflex Customer Support team via email or by phone to initiate your return request. Please provide your order number, the reason for the return, and the exact quantity of tiles you wish to return.
  2. Return Authorization: Our Customer Support team will review your request and, if approved, issue a Return Authorization (RA) number and provide you with detailed return shipping instructions.
  3. Secure Packaging: Carefully repackage the tiles in their original packaging to prevent damage during transit. Clearly write the RA number on the outside of the shipping box.
  4. Return Shipping: The customer will be responsible for arranging and paying for the return shipping costs to Mateflex, 901 Broad Street, Utica, NY 13501. We recommend using a trackable shipping method and insuring your return shipment as we are not responsible for lost or damaged returns.


Inspection and Refunds:

  • Upon receiving your returned tiles, our team will inspect them to ensure they meet the eligibility criteria outlined above. 
  • If the return is approved, we will process your refund within 10 business days of receiving the returned material.
  • Refunds will be issued to the original payment method used for the purchase unless otherwise indicated by Mateflex.
  • Please note that original shipping charges are non-refundable. A 25% restocking fee may apply to returns. This fee will be deducted from your refund.

Exchanges:

We do not offer direct exchanges. If you need a different color, size, or quantity, please return the original items following the return process outlined above and place a new order for the desired items.


Damaged Tiles:


If you receive damaged tiles, please note it with the shipping company upon delivery and contact our Customer Support immediately with photos and a detailed description of the issue, including the exact number of damaged tiles. We will work with you and the shipping company to resolve the issue promptly. Mateflex is not responsible for damage suffered in transit.


Important Notes:

  • Materials with custom game lines/logos, or specially manufactured tiles are not eligible for return.
  • Mateflex reserves the right to refuse any return that does not meet the requirements outlined in this policy.

If you have any questions regarding our return policy, please do not hesitate to contact our Customer Support team at info@mateflex.com, or by calling our main office line at (844) 244-8464. We are here to assist you.