Exchanges and Store Credit Policy

Please note that we do not accept exchanges. We encourage you to carefully review product details and ask any questions you may have before making a purchase. Your satisfaction is important to us, and we appreciate your understanding of our return policy. If you have any inquiries or concerns, feel free to contact our customer support team for assistance.

Store credits are allowed, depending on the circumstances. To qualify for a store credit, the item must be in the same condition as received, unused/unwashed, with tags, and in its original packaging. Certain items, such as those marked as final sale, gift cards, bespoke products, and gifts with purchase, are ineligible for store credit.

To initiate a store credit request, the product must meet specific conditions outlined in the policy. The store credit window is set at 30 days, starting from the date the order is marked as delivered by the carrier. The responsibility for return shipping label costs lies with Buy Secure Mat, depending on the specified terms. The store credit process begins once the returned items are received and inspected by our team. Customer funds may be temporarily held to confirm receipt and verify eligibility, ensuring a fair and secure process and preventing fraudulent or unauthorized returns.

Please be aware that this Store Credit processing policy may be subject to change at the discretion of Buy Secure Mat. Any updates will be communicated to customers through appropriate channels. By continuing with a purchase, you acknowledge and agree to abide by the terms outlined in this exchange and store credit processing policy.

Incomplete Orders / Missing Items Policy

Our Incomplete Orders/Missing Items Policy is designed to address and rectify orders that arrive with missing items or components. If such a situation occurs, Buy Secure Mat will process a replacement for the affected items. The Incomplete or Missing Item Claim Window is set at 10 days, with the claim window for missing items starting from the date the order was marked as delivered.

Additional conditions apply to items lost or damaged in transit. To submit a claim, proof of purchase is required, and photo and/or video evidence may be necessary. Issuance of replacement orders will be held until Buy Secure Mat is able to confirm that the order was sent out with missing items or components.

This policy does not extend to items lost or damaged during transit. Package / Shipping protection is offered via Onward VIP Protection+. Please see our Onward VIP Protection Policy for more information.

Chargebacks Policy

At Buy Secure Mat, we strive to provide excellent customer service and resolve any issues that may arise. This policy outlines our guidelines and procedures regarding chargebacks initiated by customers. By making a purchase, you acknowledge and agree to the following provisions:

1. Contact Customer Support First:

   1. If you encounter any issues with your purchase, we strongly encourage you to contact our customer support team first.

   2. Our customer support representatives are dedicated to resolving any concerns or disputes in a timely and efficient manner.

   3. We believe that open communication and collaboration can often lead to a satisfactory resolution without the need for a chargeback.

2. Chargeback Fees:

   1. In the event that a chargeback is initiated without prior contact with our customer support team or is deemed to be frivolous or fraudulent, we reserve the right to charge a chargeback fee to cover administrative and processing costs.

   2. The chargeback fee amount will be communicated to you before it is charged, and it will be deducted from any refund amount, if applicable.

3. Chargeback Validity:

   1.  A chargeback is an option provided by your financial institution to dispute a transaction and request a refund.

   2. It is important to note that initiating a chargeback without prior contact with our customer support may lead to delays in resolving your issue and can negatively impact our ability to provide quality service.

4. Chargeback Investigation:

   1. Upon receiving a chargeback notification, we will be notified by our payment processor or financial institution.

   2. We will conduct a thorough investigation into the transaction, including reviewing order details, communication history, and any supporting documentation provided by both parties.

   3. As we are beholden to timelines provided by issuing banks, the investigation process may take up to several weeks. We appreciate your patience during this time.

5. Resolution and Refunds:

   1. If the chargeback is deemed valid and supported by sufficient evidence, we will comply with the decision made by the financial institution.

   2. If the chargeback is resolved in our favor, any refund issued by us will be reversed, and the original transaction will be reinstated.

Discounts Policy

At Buy Secure Mat, we believe in providing exceptional value to our valued customers. To enhance your shopping experience and reward your loyalty, we offer the following discount policy:

Promotional Discounts:

We frequently run promotional campaigns and offer discounts on selected products or categories. These discounts may be communicated through our website, email newsletters, social media channels, or other marketing channels. Promotional discounts may be percentage-based (e.g., 20% off) fixed amount-based (e.g., $10 off), or presented as offers for gifts with purchase.

Seasonal Sales:

During special occasions and festive seasons, we may hold seasonal sales events. These events feature attractive discounts and special offers on a wide range of products. Keep an eye out for our announcements to take advantage of these limited-time opportunities. 

Volume Discounts:

For bulk purchases or orders exceeding a certain quantity, we offer volume discounts. These discounts are designed to provide cost savings for businesses, organizations, or individuals making large purchases. Please contact our customer support team for more information on volume discounts.

Special Offers:

Periodically, we may introduce special offers in collaboration with our partners or as part of strategic initiatives. These offers could include bundle deals, buy-one-get-one-free promotions, or special discounts on specific products. Stay tuned for these exciting opportunities!

Coupon Codes:

Coupon codes are periodically issued by Buy Secure Mat. These codes can be applied during the checkout process to avail additional discounts on eligible products or orders. Coupon codes may be distributed through various marketing channels or as part of exclusive promotions.

Terms and Conditions:

• Discounts cannot be combined unless explicitly stated.

• We do not accept requests to retroactively apply discounts to purchases outside of the offering period.

• Discounted prices apply only to eligible products during the specified promotion period.

• Discounts do not apply to taxes, shipping fees, or any additional charges unless stated otherwise.

• We reserve the right to modify or cancel any discount, promotion, or policy at our discretion.

• In case of suspected misuse or fraudulent activity, we reserve the right to refuse or cancel discounts.

• The discount policy is subject to change without prior notice. The updated policy will be reflected on our website.

Products & Care

How should I clean and care my Secure Mat?

Cleaning & Care Instructions:

• Our Secure Mat integrates a water drainage feature and Microban fibers, which is an antimicrobial additive integrated into the manufacturing process to provide a built-in, permanent layer of protection against bacteria, fungus, mold, and mildew growth.
• We recommend washing the mat on a mild, warm cycle in the washing machine.  Bleach or any other cleansing products can be used. The best way to store the mat is to hang it up to dry after each use.