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. Although our products are stain and water resistant, they are not stain or waterproof and should not be submerged (such as in a washing machine) and caution should be used when using pigmented items on your mat. We are not responsible for any stains, marks, or discoloration that occurs after the product is used.
ALL ITEMS IN SALE SECTION ARE FINAL SALE
Please note: Products that are excluded from free shipping do NOT qualify for free returns if re:do is not added at checkout and we are unable to retroactively add it. Please see our FAQ page for a list of items that are excluded from free shipping if re:do is not added.
Returns + Exchanges:
Please visit our return portal at:
https://gathre.redo.com if you would like to issue a return. We happily accept unused items in their original packaging within 60 days of purchase. If your order arrived in multiple boxes you'll need to create a separate return for each box you'd like to ship back.
If an item is returned that does not follow our return guidelines, such as, missing boxes, damaged, or used we reserve the right to not offer a full refund. Refunds can only be credited to your original form of payment or a gift card. If the product was a gift, your credit will be issued as a Gathre eGift Card. Your account will be credited within 7 business days and, if you’ve ordered an exchange, your account will be charged for the difference of the new item. Shipping charges are never included in a refund.
Regarding exchanges, if re:do is not added at the time of checkout on your order you will be responsible for the shipping fees on your exchanged item and any difference in pricing will be charged to your original form of payment. We are not able to retroactively add re:do once the order has been processed. Your exchange will be processed electronically once your original item has arrived at our warehouse.
Additionally, if a return is started and re:do was not added at the time of checkout on your order you will be responsible for the shipping fees on your return. We are not able to retroactively add re:do once the order has been processed.
Discount codes: In regards to discount codes, any discount code or reward voucher used on a return or exchange will not be refunded or transferred. We can only refund money paid for returns.
We do accept Gift Returns through our return portal. Please keep in mind that the Return Portal will currently notify the sender of this return or exchange and we are unable to prevent that notification from being sent, we apologize for any inconvenience this may cause. We hope to have this change in the near future. Please also note that we only offer store credit or exchanges for gift returns. We cannot refund you directly.
ITEMS EXCLUDED FROM FREE SHIPPING:
These items cannot be shipped internationally and only ship to the 48 Contiguous States. In the case that one of these items needs to be returned, the customer will be responsible for the return shipping if re:do is not added at the time of checkout.
International orders, warehouse orders, sale items, giveaway items and orders made with merchandise credit are final sale and cannot be returned, unless otherwise stated below.
European Union 14 day cooling off period:
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
If there are any issues or if you have any other questions, please feel free to contact us at firstname.lastname@example.org