Refund policy
Last updated: September 7, 2026
Our 30-day guarantee
We want you to put your mats in your vehicle and actually use them. If you are not happy for any reason, you have 30 days from the date of delivery (as recorded by the carrier) to request a return for a full refund, store credit, or exchange. Mats that have been used, driven on, or gotten dirty are still eligible. That is the point of the trial.
This policy applies to orders placed on matup.ca. Products purchased through Amazon or at a retail store must be returned through that channel under its return policy.
What has to come back
For a full refund, return everything that was delivered: every mat in the set, the clips, the Velcro, the instruction manual, and any other item that was in the box, packed in the original packaging. Dirt and wear from normal use are fine and carry no charge.
If a return arrives with pieces missing or without the original packaging, we assess it case by case and may deduct a restocking fee that reflects what is missing. We will tell you the amount before the refund is processed. There is never a fee when the issue is our mistake.
How to start a return
- Sign in to your account at account.matup.ca, open the order, and select Request return.
- Tell us the reason and attach photos of the mats. Photos and a reason are required for every return, regardless of the reason.
- Our team responds within 1 business day. Once your return is approved you will receive the return address and instructions.
- Ship the package within 7 days of approval and keep your tracking number.
Please do not ship anything back before your return is approved. Packages that arrive without an approved return request cannot be matched to an order and may be delayed or refused.
Return address (use only after approval):
Mat up! Inc., 4-1455 Britannia Road East, Mississauga, ON L4W 1C7, Canada
Return shipping
Return shipping is the customer's responsibility. You may use any carrier; we recommend a tracked service, because the package is your responsibility until it arrives at our location. Return shipping costs are not refunded.
Refunds
Once the return arrives, we inspect it and process your refund within 3 to 5 business days. Refunds go to the original payment method only. Your bank or card issuer may take additional days to post the amount. If you prefer, we can issue store credit to your account instead.
Exchanges
If you need a different product, for example because you selected the wrong vehicle, trim, or configuration, request an exchange through your account the same way as a return. You ship the original set back at your cost; once it arrives and passes inspection, we ship the replacement to you at no charge.
Damaged, defective, or wrong item
Inspect your order when it arrives. If a product is damaged in transit, or you received the wrong item, report it through your account or at info@matup.ca within 3 days of delivery with photos of the product and the packaging. In those cases we cover return shipping, and you choose a replacement or a full refund, with no fees of any kind.
Manufacturing defects are handled under our Lifetime Limited Warranty rather than as returns. Submit a Warranty Request on our website and, if the defect is covered, we will replace the affected piece and ship it at no charge. A $20 administration fee applies to each warranty claim. See the Warranty page for details.
Damage or wrong-item claims reported after 3 days are handled under the standard return terms above.
Order cancellations and refused deliveries
Orders are sent to our warehouse for packing as soon as they are placed, so an order cannot be cancelled or changed once it has been submitted. If you no longer want the order, accept the delivery and request a return.
If a package is refused at delivery or is returned to us because the address provided was incomplete or incorrect, it is treated as a return: the carrier's return shipping charge is deducted from the refund and any restocking fee is assessed case by case.
Delivery confirmation
A delivery photo, signature, or delivery scan provided by the carrier is conclusive proof that the order was delivered. We do not issue refunds or replacements for packages reported lost or stolen after the carrier has confirmed delivery.
Payment disputes
By placing an order you agree to this policy, our Shipping Policy, and our Terms of Service. We keep records of every order, delivery confirmation, return request, and message. If something has gone wrong, contact us before disputing the charge with your bank; we resolve almost every issue within one business day. Chargebacks filed on orders with valid delivery confirmation, or for returns that did not follow this policy, will be contested with that documentation.
Questions
Email info@matup.ca or call 236-380-4428. We reply within 1 business day.
Previous policy (in effect until September 7, 2026)
100% Satisfaction Guaranteed
At Mat Up!, customer satisfaction is our highest priority. If you are not fully satisfied with your purchase, you may return the product within thirty (30) days of the delivery date for a full refund. To initiate the return process, please complete the "Return Request Form" available on our website. Our customer service team will reach out to you in (1) business day to process your return.
For any inquiries regarding returns, refunds, or general customer service, please contact us at info@matup.ca.
Return Policy
We are sorry to hear that you are not fully satisfied and are looking to return the mats. Please fill the form below and describe the reason for return so that our team can process your return. We process all return request within 1 business day.