Exchanges & Returns
Due to the limitations of COVID-19, we cannot accommodate returns or exchanges at this time. All purchases are final.
If other marketing material states differently, the website policy (above) always takes precedence.
We currently only allow refunds on defective, damaged or wrong items. Please email email@example.com with an attached image of the damage/defect within 7 days of your mat being delivered. The item must be in the original and unused condition along with packaging to be eligible for a refund.
Tatami Kids will not accept any refunds without written communication via email and authorised confirmation.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If you wish to cancel the order before it has been fulfilled and shipped by us, a credit card transaction fee of 6% (3.9% for HKD orders) of the total order value (including shipping costs) will be deducted from the refunded amount - this is the fee charged to us by credit card companies/PayPal. If the order has already been fulfilled/shipped then a cancellation/refund will not be issued.
Discount codes cannot be applied after the order has been placed.
Incorrect details / Failed Delivery
If an order is returned to us due to incorrect shipping details (address and/or phone number) or due to several delivery attempts or a failure to pick up the order, no refund will be made.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Unfortunately, we cannot accept returns/refunds on sale items, items on promotion or gift cards.