MatStory return and second-life programme
One mat can have more than one story.
ReStory combines a voluntary return option for personalised mats with a responsible plan for what happens next. It gives customers confidence even when the law does not require us to accept that return — and treats every recovered mat as a product and material, not a problem.
Return, reuse, donation or professional recovery — always through a clearly defined path.
Our promise
Personalisation without purchase anxiety.
A mat featuring a photo, name, original artwork or logo is made to an individual specification. In that case, the statutory 14-day withdrawal right generally does not apply. MatStory nevertheless creates an additional voluntary route for B2C customers who receive a correctly made mat but find that it does not suit their space or expectations.
This commitment goes beyond the statutory minimum. It does not restrict complaints, the legal guarantee of conformity or rights that apply to non-personalised products.
Three different situations
A return and a complaint are not the same.
Standard design
If a product was not made to an individual specification, the ordinary statutory rules for withdrawal from an online contract may apply. Details are shown with the specific variant and in the shop terms.
Statutory rightPersonalised mat
When a mat was made to the customer’s design or individual needs, MatStory offers a voluntary ReStory return if the conditions below are met.
Voluntary MatStory promiseFault or error
Incorrect print, damage, a missing piece or another lack of conformity is handled as a complaint — regardless of personalisation and at MatStory’s cost, in accordance with the law.
Complaint — separate routeVoluntary ReStory return
14 days, clear rules and a full refund of the product price.
If a correctly made personalised mat does not meet your expectations, request a return within 14 days of receiving it. Once we confirm that the order is covered by the programme, send it back using the instructions provided.
Request a return or ask usProgramme conditions
- request made within 14 days of delivery;
- a complete, clean and undamaged set;
- the mat may be unfolded once at home for inspection;
- no signs of use, dirt, odours or pet hair;
- the customer pays for safe return delivery;
- we refund the product price; original and return delivery are not refunded under this voluntary route;
- the programme covers B2C consumer orders; B2B and contract production have separate terms;
- one voluntary ReStory route per customer and order.
Do not return a mat without contacting us first. Complaints are not subject to the limitations above and are handled separately. The terms in force at the time of purchase remain binding for that order.
How a return works
A simple process before the mat begins its next story.
- 01
Contact us
Provide the order number, a short reason and photos showing the condition of the set.
- 02
Receive instructions
We confirm the correct route: ReStory return, statutory withdrawal or complaint.
- 03
Pack it safely
Protect the complete set against dirt, moisture and transport damage.
- 04
Inspection and refund
After receipt, we inspect the set and refund the product price under the programme terms.
What happens next
Reuse first. Recycling only when it is needed.
Every returned mat is classified by condition, artwork type, safety and privacy requirements. Our priority is to keep the product in use, following the hierarchy of reuse, preparation for reuse and material recovery.
Reuse
Clean sets with universal artwork may enter a future ReStory offer, display or photo shoot — always with clear information about their history and condition.
Donation
Suitable, safe and non-personalised sets may be donated to an organisation that has first confirmed a genuine need for them.
Work and testing
Selected pieces become B2B samples, displays, colour references and material for abrasion, cleaning, flex and ageing tests.
Professional recovery
Material that cannot be safely reused is separated by technology and sent to a verified authorised partner if that partner confirms recovery is possible for the specific construction.
Privacy and ownership
A child’s photo or company logo does not become our content.
We do not resell, donate or publish mats containing personal photographs, names, addresses, private artwork or third-party brand identifiers without separate, informed permission. Permission to show a mat is always optional and separate from the return decision.
If personalisation appears on only one or two modules, those pieces can be separated and the rest of the set reassessed. Future templates will increasingly place personalisation so that a single tile can be replaced rather than an entire set.
Material truth
EVA can be recovered, but not every EVA construction is recovered in the same way.
EVA is a durable synthetic material and is not biodegradable. Clean foam may be ground and, under controlled conditions, used as an ingredient in new materials. UV ink, primer, coating, adhesive or laminated film change the waste stream and may limit the available processes.
That is why we do not promise a closed loop before trials are complete. Clean offcuts, directly printed mats and laminated constructions are collected separately; their composition is documented and representative samples are supplied to technology partners. We communicate recycling only when a process and receiving partner have been confirmed.
Responsible giving
A donation should meet a need, not transfer a problem.
A set is donated only after an organisation confirms that it is needed and suitable for its users. We check completeness, condition, cleanability, intended use and safety. Defective products and artwork containing personal data are not donated. We retain batch and assessment information.
If returned sets do not meet a partner’s needs, a better option may be a new universal mat designed together with that organisation. ReStory is intended to create real social value, not merely a good photograph.
Measure before we claim
Evidence instead of green promises.
ReStory begins as a monitored programme. We collect data on return reasons, product condition, material weight and what genuinely happens next. The rules may evolve for future orders, while the terms in force at purchase remain protected.
Example of future reporting: ‘We accepted 84 kg of mats and offcuts: 31 kg was reused, 18 kg donated and 35 kg collected by an authorised partner.’ We will publish figures like these only when they are real and documented.
FAQ
The essential answers.
Can every personalised mat be returned?
The voluntary route covers eligible B2C orders and requires the timing and condition criteria to be met. Contact us before sending anything. Faulty products are reported separately as a complaint.
Do I have to give a reason?
A short explanation helps us improve the creator, photography, size information and production process. We do not judge whether your reason is ‘good enough’ — objective programme conditions decide.
Do you donate children’s mats?
Only when a set is suitable, safe, hygienic, free from personal data and accepted in advance by the organisation. A return does not automatically become a donation.
Will every mat become a new mat?
We do not make that promise. Recovery depends on the foam, print, layers and product condition. We seek reuse first and send material for recovery only when the process is confirmed for that construction.
What happens to my photo or logo?
It will not be resold, donated or published without separate permission. If the personalised module can be separated, the remaining pieces are assessed independently.
Does ReStory replace a complaint?
No. A complaint is the mandatory legal route for a lack of conformity. ReStory is an additional voluntary solution for a correctly made mat.
Programme foundations
Law, material and transparency.
A question about returns, complaints or a mat’s second life?