Returns and Refund Policy

Last updated: 17 September 2026

BreakerMats is a trading brand of LEVEL THIRTY3 Limited, company number 15462512.

We want every order to arrive correctly and in good condition. This policy explains when an order can be cancelled or returned and what to do if there is a problem.

Nothing in this policy limits or removes your statutory consumer rights.

1. Contacting us about a return

Before returning anything, email cardbreakermats@gmail.com with:

• your name;

• order number;

• the product concerned;

• the reason for the return; and

• photographs where the item is damaged, faulty or incorrect.

We will provide the appropriate return instructions. Please do not send items to our registered office without contacting us first, as the returns address may be different.

2. Personalised and custom-made products

Most BreakerMats products are made to order using artwork, branding, wording, colours or other specifications supplied or approved by the customer.

The normal online change-of-mind cancellation right does not apply to goods made to your specifications or clearly personalised. This means we cannot normally accept a return simply because you have changed your mind after a custom mat has been produced.

Personalised items can still be returned or otherwise remedied if they are:

• faulty;

• damaged when delivered;

• materially different from the product description;

• incorrectly manufactured; or

• materially different from the artwork or proof you approved.

3. Cancelling a personalised order before production

Contact us as quickly as possible if you need to cancel or change a personalised order.

If design or production has not begun, we may agree to cancel the order and issue a refund. If work has already begun, we may be unable to cancel it or may deduct reasonable costs already incurred. Any cancellation offered in these circumstances does not create an ongoing right to cancel personalised goods.

Changes requested after artwork approval may be refused or may incur an additional charge if production has begun.

4. Approved artwork and customer-supplied errors

Where we provide a digital proof, you are responsible for checking the visible details before approval, including:

• spelling and wording;

• names and dates;

• logo choice;

• colours;

• layout and positioning; and

• cropping and image quality.

We cannot normally offer a free replacement or refund where an error was clearly visible in the approved proof and the finished product accurately reproduces that proof.

Similarly, we are not responsible for issues already present in customer-supplied artwork—such as low resolution, blur, compression or incorrect spelling—where the printed product accurately reproduces the file or proof you supplied or approved.

This does not affect your rights where we print the wrong artwork, manufacture the item incorrectly or depart materially from the approved proof.

5. Colour and manufacturing tolerances

Screens and printed materials reproduce colour differently. Small differences between an on-screen proof and the physical print can occur.

Desk-mat measurements, print positioning, thickness and stitched edges may also be subject to small manufacturing tolerances.

Minor variations that do not materially affect the appearance, description, quality or use of the product are not normally treated as faults. This does not affect your rights where a variation is substantial or the product is not of satisfactory quality.

6. Standard, non-personalised products

If you are a consumer and purchase a standard product that has not been personalised or made to your specifications, you may normally change your mind and cancel within 14 days after the day you receive it.

You must notify us within that 14-day period and return the product within a further 14 days.

The product should be returned in suitable protective packaging. You may inspect it as you would in a shop, but we may reduce the refund if its value has been diminished by unnecessary handling, use or damage.

Unless the product is faulty, damaged or incorrectly supplied, you are responsible for the direct cost of returning a change-of-mind item.

7. Faulty, damaged or incorrect products

If an item is faulty, damaged in transit, not as described or incorrectly supplied, contact us promptly at cardbreakermats@gmail.com.

Please retain the product and its packaging. We may ask for photographs or other reasonable information to assess the problem and make a claim with Royal Mail. Providing photographs helps us resolve the issue but does not remove any statutory rights.

Depending on the circumstances and your legal rights, we may provide:

• a replacement or reprint;

• a repair where appropriate;

• a full or partial refund; or

• another remedy agreed with you.

Where goods are confirmed as faulty, damaged or incorrectly supplied, we will cover reasonable return costs or arrange an appropriate return method.

8. Logo-design and other design services

Consumers normally have 14 days after entering into an online service contract to cancel it.

If you ask us to begin the logo-design or another custom-design service during that cancellation period, you expressly request that work starts early. If you cancel after work has begun but before completion, we may retain or charge a reasonable amount reflecting the work completed up to cancellation.

If the service is fully completed during the cancellation period following your express request and acknowledgement, the right to cancel ends when the service has been fully performed.

This does not affect your rights if the service is not provided with reasonable care and skill or does not match what was agreed.

“Unlimited revisions” applies to reasonable revisions of the selected concept within the original agreed brief while the project remains active. It does not provide a right to unlimited new concepts or repeated changes to the original business name or brief.

9. Digital logo files

Once final logo files have been supplied or made available following the required consent and acknowledgement, they cannot normally be returned in the same way as a physical product.

If the supplied files are corrupt, inaccessible, materially different from the approved design or missing an agreed format, contact us and we will correct or replace them as appropriate.

10. Return postage

For eligible change-of-mind returns of standard, non-personalised goods, you are responsible for return postage. We recommend using a tracked service and keeping proof of postage because the item remains your responsibility until it reaches us.

For faulty, damaged or incorrectly supplied goods, contact us before posting anything. We will provide instructions and, where applicable, arrange or reimburse reasonable return postage.

11. Refund amounts

For an eligible cancellation of a standard, non-personalised product, we will refund:

• the price paid for the returned product; and

• the cost of our least expensive standard delivery option, where a delivery charge was paid.

If you selected a more expensive delivery service, the additional delivery cost is not normally refundable unless the product was faulty or we failed to provide the purchased delivery service.

We may make a lawful deduction for loss in value caused by handling beyond what would reasonably be permitted when examining the product in a shop.

12. Refund timing and payment method

For an eligible goods return, we will normally issue the refund within 14 days after we receive the returned goods or, if earlier, after you provide evidence that they have been sent back.

Where no goods need to be returned, we will process an agreed refund without undue delay.

Refunds are normally made to the original payment method. Your bank, card provider or PayPal may take additional time to display the refund after we have processed it.

13. Exchanges

We do not guarantee direct exchanges. Where a standard, non-personalised product is eligible for return, we may ask you to return it for a refund and place a new order.

For a faulty or incorrectly supplied item, we will discuss the most appropriate replacement or other remedy with you.

14. Sale and discounted products

Products purchased in a sale or with a discount code have the same statutory rights as full-price products.

A personalised or custom-made sale item remains excluded from change-of-mind returns, but it remains covered if it is faulty, damaged, not as described or incorrectly manufactured.

15. Business customers

The statutory 14-day consumer cancellation right does not apply to purchases made wholly or mainly for business purposes. Business returns are subject to the agreed contract and these terms, without affecting any rights that cannot lawfully be excluded.

16. How to cancel

To exercise an eligible cancellation right, email cardbreakermats@gmail.com with a clear statement that you wish to cancel. Include your name, order number, contact details and the product or service concerned.

A model cancellation form is also provided in our Terms and Conditions, but you do not have to use it.

17. Contact details

LEVEL THIRTY3 Limited trading as BreakerMats
220 Torquay Road
Paignton
Devon
England
TQ3 2HN

Email: cardbreakermats@gmail.com
Company number: 15462512