Returns & Refund Policy

Delivery & Assembly Information

1. Delivery Coverage

We deliver throughout the Republic of Ireland. For residential addresses, deliveries are made to the ground floor only. For commercial premises, items will be delivered either to a ground-level reception area or goods-in bay, provided that no staircases restrict access. If delivery to an upper level is needed, this can be arranged for an extra fee—please contact us for a quote. Kindly note, packaging and pallets are not removed upon delivery (see Section 3).

2. Delivery Costs

• Standard shipping: €11 per order
  

• Express delivery via DPD: €18.50 per order
  

• Aluminium trims (2m in length): €14.50 per shipment
  

• Pallet delivery (items over 30kg): €85 per shipment
  All delivery charges exclude VAT.
  
  

3. Delivery Guidelines

Customers are responsible for providing accurate delivery details, ensuring someone is available to accept the goods, and confirming there are no access restrictions (e.g., stairs or parking limitations) for the delivery vehicle. If a delivery cannot be completed due to incorrect details or no one being available, the order will be returned to the delivery depot, and the customer will be charged for re-delivery.

Deliveries to residential addresses are made to the front door. Commercial deliveries are to a ground-level reception or goods-in point. If delivery above ground floor is required, arrangements must be made in advance, and additional charges will apply (see Section 5).

For larger deliveries, items may arrive on pallets. Customers are responsible for unpacking and disposing of all packaging materials and pallets. Please contact us in advance if this presents a problem.

4. Delivery Timelines

Delivery times vary depending on the product. Please reach out to us for accurate lead times. While we do our best to meet stated delivery dates, we cannot guarantee delivery on specific days. Part shipments may occur.

5. Product Assembly

Many items are supplied flat-packed to keep shipping costs low. If you would like us to provide assembly or installation services, we can arrange this for an additional fee. Please contact us for details.

6. Damaged or Missing Items

In the rare event that an item arrives damaged or goes missing during transit, please contact us immediately. We aim to resolve any delivery-related issues within two working days of notification.

7. Delivery Terms

Our standard delivery terms follow DAP (Delivered at Place). If you arrange your own courier, FCA (Free Carrier) applies, and all responsibility for transportation, insurance, and claims rests with the customer. These terms are aligned with INCOTERMS 2020 and Orgalime S2000.

8. VAT

All orders are subject to Irish VAT, unless the purchaser qualifies for an exemption under VAT status 56B.

9. Force Majeure

Entrance Matting Ireland will not be held liable for any delivery delays or failures caused by events outside our control, including but not limited to extreme weather, strikes, pandemics, or other acts of God.

 

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Returns, Cancellations & Amendments

 

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1. Returns Policy

Customers may return eligible products within 14 days of delivery, subject to the following:

• Written authorization must be obtained before returning any items.
  
  

• Products must be unused, unassembled, and returned in original packaging in a resalable condition.
  
  

Please contact our team to arrange your return.

 

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1.1 Returning Items

Option 1: Collection by Entrance Matting Ireland

• A collection fee will apply.
  

• The customer must be present and ensure goods are ready for collection.
  

• If items were delivered on a pallet, they must be re-palletised, wrapped, and secured.
  

• Missed or unprepared collections may incur additional charges.
  

We recommend customers photograph all parcels and pallets prior to collection to verify their condition. Once collected, we accept full responsibility for the items and will issue a refund as outlined in Section 1.2.

Option 2: Return by Customer

• Customers may return items using their own courier, at their own cost and risk.
  

• Please contact us for the return address and instructions.
  

• Responsibility for item condition remains with the customer until items are received and signed for by us.
  

• Any damage during return transit caused by the customer's courier will result in deductions from the refund.
  

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1.2 Return Grading & Refund Amounts

Refunds will be calculated based on the condition of the returned items, as follows:

 

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1.3 Items That Cannot Be Returned

Returns are not accepted for the following categories:

• Made-to-order products, clearly marked on product pages and order confirmations.
  

• Made-to-measure matting, including any length cut from a roll.
  

• Personalized or custom-ordered products, such as special colours or sizes outside our standard range.
  

• Orders of more than 100 units or valued over €500 ex. VAT, unless product samples were requested in advance.
  

To avoid issues, we recommend ordering samples beforehand.

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1.4 Refund Timeline

Approved refunds will be issued to your original payment method within 14 days of receiving and inspecting the returned goods. Credit notes may be issued on request.

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2. Order Cancellations

If you need to cancel an order, contact us as soon as possible. If cancellation is requested after dispatch, additional costs may apply. Made-to-order items cannot be cancelled after production begins.

 

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3. Refused Deliveries

If an order is refused at delivery, it will be returned to our depot. We will attempt to arrange redelivery, which may incur charges. If the goods are ultimately unwanted, this will be treated as a cancelled order and up to the full value of the goods may be charged to cover associated costs.

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4. Order Amendments

Please inform us promptly if you need to amend your order. Once items are dispatched, changes may not be possible or may incur additional charges.

 

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Consumer Returns Policy

As per the Consumer Rights Act 2015, individual buyers (not acting in a business capacity) are entitled to return standard items as outlined above. This policy does not apply to business transactions.

 

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Product Information

1. Specifications & Measurements

We strive to ensure all product descriptions and dimensions are accurate. If in doubt, please contact us to confirm any details prior to ordering.

2. Typographical Errors

In case of pricing or product information errors, Entrance Matting Ireland reserves the right to cancel or refuse any order placed with incorrect details.

3. Colour Accuracy

Please note that colours shown on the website or in brochures may vary slightly due to screen calibration. For colour-sensitive products, we recommend requesting samples.

4. Product Samples

Samples, including matting swatches, laminate, and fabric options, are available free of charge upon request. For bulk orders, we recommend ordering a single unit as a sample to avoid return fees.

 

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Terms of Sale

Entrance Matting Ireland (Ireland) Ltd. supplies goods to both business and individual customers. All transactions are subject to our Terms & Conditions and the Sale of Goods Act 1979. Business sales are excluded from some statutory warranties. Consumer transactions are further governed by the Consumer Contracts Regulations 2013 and the Electronic Commerce Regulations 2002.

We are committed to delivering excellent customer service. If you encounter any issues, please contact us—we are here to help.

 

 

If you have any further questions please email: sales@entrancemattingireland.ie or call us on 021 4701669.