Delivery & Returns Policy
About us
Happy Mat Living is a trading name of Happy Mat Yoga Ltd, a company registered in England and Wales under company number 15919054. Registered office: c/o TaxAssist Accountants, 3 Boldmere Road, Sutton Coldfield, West Midlands, B73 5UY.
Where we deliver
We currently deliver to addresses within the United Kingdom only. If we begin shipping internationally, the available destinations, charges and any customs information will be shown at checkout.
Processing and delivery times
We aim to dispatch in-stock orders within 2–3 working days. Working days are Monday to Friday, excluding UK bank holidays. Orders placed after our daily processing time, at weekends or on a bank holiday will begin processing on the next working day.
Tracked UK delivery normally takes 2–4 working days after dispatch. Delivery dates are estimates unless we expressly agree a guaranteed date. If a product has a longer lead time, is made to order or is sold as a pre-order, the relevant timescale will be stated on the product page. We will deliver without undue delay and, unless another timescale is agreed, no later than 30 days after the order is placed.
Delivery charges and tracking
The delivery charge is displayed before you complete checkout. Where tracking is available, details will be sent to the email address used for the order. Please check your delivery address carefully before paying. Contact us as soon as possible if you notice an error; we cannot guarantee that an address can be changed after dispatch.
Delays, missing parcels and failed delivery
If your parcel is delayed or has not arrived within the estimated timescale, contact us at lisa@happymatliving.com with your order number. We will check the tracking and work with the delivery provider to resolve the issue. We are not responsible for delays outside our reasonable control, but we will keep you informed and your statutory rights remain unaffected.
If a parcel is returned to us because an incorrect or incomplete address was supplied, or because delivery was not accepted or collected, we may ask you to pay the reasonable cost of redelivery. This does not apply where the failed delivery was our fault or the delivery provider's fault.
Damaged, faulty or incorrect items
Please inspect your order when it arrives. If an item is damaged, faulty or not what you ordered, contact us promptly at lisa@happymatliving.com with your order number and, where possible, clear photographs of the item and packaging. This helps us resolve the matter quickly. We will offer the remedy required by law, which may include a replacement or refund, and we will cover reasonable return costs where the goods are faulty, damaged or incorrect. Reporting within 48 hours is helpful for courier claims, but it does not remove your legal rights.
Changing your mind
For most online purchases, you may cancel without giving a reason by telling us within 14 days of the day after you receive the goods. If one order is delivered in separate parcels, the period runs from the day after the final parcel is received. To cancel, email lisa@happymatliving.com and include your name, order number and a clear statement that you wish to cancel.
After notifying us, you must return the goods within a further 14 days to RETURNS ADDRESS. Unless the item is faulty, damaged or incorrect, you are responsible for the return postage and for ensuring the parcel reaches us safely. We recommend using a tracked service and keeping proof of postage.
Condition of returned candles
You may handle a product only as you reasonably would in a shop to establish its nature, characteristics and suitability. Please return it securely, with its packaging where possible. If a candle has been lit, burned, damaged or handled beyond what is reasonably necessary, we may reduce the refund to reflect any loss in value. A preference about fragrance is treated as a change-of-mind return unless the product was misdescribed.
Refunds
For a valid change-of-mind cancellation, we will refund the product price and the cost of our least expensive standard delivery option. Any extra amount paid for express or premium delivery is not refundable. We will issue the refund using the original payment method within 14 days of receiving the returned goods, or within 14 days of receiving evidence that you sent them back, whichever is earlier. We may withhold the refund until we receive the goods or evidence of return.
Your legal rights
Nothing in this policy limits your rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Goods must be as described, of satisfactory quality and fit for purpose.