Returns & exchanges

The short version

Unused, in its original packaging, within 30 days — we will take it back and refund you. Faulty or broken on arrival — we replace it and cover the return, whatever the date.

What we can accept

• Unused pieces in the original box with the foam and accessories included
• Pieces that arrived cracked, chipped or damaged in transit
• Pieces that do not absorb as described after a light sanding has been tried
• The wrong item, wrong colourway or wrong size sent by us

What we cannot accept

• Mats that have been used in a wet bathroom — for hygiene reasons these cannot be resold
• Pieces that have been sanded, cut, drilled or otherwise altered
• Damage caused by dropping a piece onto a hard floor
• Marks from hair dye, oils or pigments that sanding would remove
• Requests made more than 30 days after delivery

How to start a return

Write to returns@gaffi.com with your order number and a photograph of the piece. We will reply within one working day with a collection slot or a drop-off address. Repack the piece in its original box — stone that travels loose usually arrives broken, and we cannot refund a piece that breaks on the way back.

Exchanges

Swapping a colourway or a shape works the same way as a return, and there is no restocking fee. If the new piece costs more we will send a payment link for the difference; if it costs less we refund the difference to the original payment method.

Refund timing

Once the piece is back with us and checked, refunds are issued within 3 working days. Card refunds usually appear within a further 5 to 10 working days depending on your bank. Cash-on-delivery orders are refunded by bank transfer or wallet.