Returns, Refunds & Warranty

At Intreke, we offer a 30-day Satisfaction guarantee, along with a 12-month Manufacturer’s Warranty for peace of mind with every purchase.

Returns & Exchanges
We’re here to help if something’s not quite right with your order. If you’d like to request a replacement, refund, or store credit, please get in touch with us within 30 days of receiving your item — and before sending anything back.

We also recommend checking your order as soon as it arrives. If your item was damaged during delivery or there’s an issue that needs our attention, please notify us within the 30-day window so we can sort it out quickly for you.

Change of Mind Returns
We understand that sometimes things just don’t work out — if you’ve changed your mind about your purchase, no worries. Just let us know within 30 days of receiving your order to request a return.

To be eligible for a change-of-mind return:

Items must be unused and unopened, with all original packaging and tags still attached.
Products need to be in a condition that allows them to be resold, undamaged and returned exactly as they were sent.

If you have any questions before arranging your return, feel free to reach out — we’re here to help.

Returning Your Order
If you need to return an item, please note that you're responsible for covering the cost and any associated risk involved with sending it back to us, including shipping fees. We strongly recommend using a tracked shipping method, and for high-value items, consider insuring your parcel for added peace of mind.

We can only issue a refund, store credit, or exchange (at our discretion) once the item has been received by us and meets all conditions outlined in our returns policy. If the return doesn't comply with these conditions, you'll need to cover the cost of having the item shipped back to you.

For orders over $120 returned due to a change of mind, a 10% restocking fee will be applied to cover handling and processing costs that cannot be recovered.

Please keep in mind that product colours may appear differently depending on your screen or device. Any return based solely on colour variation will be treated as a Change of Mind return.

Damaged or Faulty Items
Please inspect your order as soon as it arrives to ensure everything is in perfect condition. If there's any damage during transit or a fault with the item, please get in touch with us within 30 days of receiving it so we can sort it out for you.

Note: Minor loose or short threads are completely normal and not considered a manufacturing defect—they won’t affect the durability or performance of the product. Most can be trimmed or tucked away easily. If you’re unsure, feel free to send us a photo along with your order number so we can take a look and offer guidance.

Please also be aware that due to the nature of the production process, mat sizes may vary by up to ±5% from the listed dimensions.

How to Report a Fault, Damage or Concern:

Contact us at hello@intreke.com within 30 days of receiving your item.
Include your order number and clear photos showing the issue, so we can assess and assist quickly.

If Your Return Is Approved:

Items must be in their original packaging with all labels and stickers intact.
Mats must be folded along the original fold lines—folding them incorrectly can cause damage in transit.
Be sure to include your original order number clearly on the return package.
If you’re returning the item at your own cost, we strongly recommend using a tracked service. If we’ve supplied you with a prepaid return label, that parcel is already trackable.

We can only process refunds or replacements once the item has arrived back with us and passed inspection. Refunds are processed weekly from our HQ.

Product Warranty
At Intreke, we stand by the quality of our products. That’s why we offer a 12-month warranty from the date of receiving, covering any defects in materials or workmanship.

If you believe your product is faulty within this warranty period, please refer to the “How to Report an Issue” section for steps on how to lodge your concern.

All warranty claims are assessed on a case-by-case basis, and the decision to replace, repair or refund will be made at the sole discretion of Intreke.

What’s Not Covered Under Warranty:

Faults due to incorrect use, misuse, or use outside of the care instructions found on our website.
Items that have been modified, repaired or altered after purchase.
Normal wear and tear.
Fading or damage caused by excessive exposure to sunlight, chemicals or severe weather conditions.
Damage caused by pets, pests, furniture, or sharp objects.
Fire, extreme heat, humidity, or strong wind damage.
Issues resulting from improper storage or incorrect folding.

Please note that the warranty applies to the original purchaser only and is non-transferable. Proof of purchase will be required when lodging a warranty claim.

Returns & Shipping Costs
If you've had a change of heart about your purchase, we're more than happy to chat about an exchange. However, please note that the cost of returning the item will be your responsibility.

In cases where we've approved a refund due to a change of mind, the original shipping fee paid at checkout will be deducted from your refund or store credit. Refunds will only be processed to the original payment method used at the time of purchase.

For orders shipped via courier, the delivery cost deducted will reflect the amount shown on your original invoice.

Undeliverable Orders
If an order is returned to us due to an incorrect or undeliverable address provided at checkout, we’re happy to resend it — but we’ll need a valid address that’s accepted by our chosen delivery partner.

Please be aware that if your parcel is returned to us under these circumstances, you’ll be responsible for any return-to-sender fees incurred, as well as the cost to resend the package to your updated address. These fees will be based on actual shipping charges and start from $19.95 per parcel.

If the delivery error was on our end, we’ll cover all return and redelivery costs and make sure your order gets to you as quickly as possible.