Refund policy

Our Commitment to You

At DAPAH Creative, we take pride in every mat we make. Each one is hand-painted to order with care and attention. If something isn’t right, we want to know about it and we will work with you to make it right.

Your rights under the New Zealand Consumer Guarantees Act 1993 apply to all purchases from DAPAH Creative. Nothing in this policy limits or replaces those rights.

Damaged or Faulty Items

If your mat arrives damaged in transit or has a manufacturing fault, we will offer you a full refund to your original payment method.

To be eligible for a refund on a damaged or faulty item:

• Your claim must be made within 15 days of receiving your order

• Please email us at hello@dapahcreative.co.nz with your order number and clear photos of the damage or fault

• We may ask you to return the item before processing your refund — if so, we will cover the return postage cost

Claims made after 15 days of receipt will be assessed on a case by case basis in accordance with the Consumer Guarantees Act.

Item Looks Different to the Photo

Because every DAPAH Creative mat is hand-painted by a real person, slight natural variations in colour, texture, and finish are part of what makes each mat unique. These variations are not considered faults.

However, if you feel your standard design mat looks significantly different to the product photo and you are not happy with it, we will offer you a store credit provided:

• The mat is a standard design — not a personalised or custom order

• You contact us within 15 days of receiving your order

• You return the mat to us in its original condition at your cost

• The mat is unused and undamaged

Once we receive and inspect the returned item, we will issue a store credit to the value of the mat (excluding original shipping costs).

Personalised & Custom Orders

Because personalised and custom doormats are made specifically to your request, we are unable to offer refunds or exchanges on these items if you change your mind or made an error in the information you provided.

Please double-check all spelling, names, and details carefully before placing a custom order. If you notice an error after ordering, please contact us immediately at hello@dapahcreative.co.nz — if we haven’t started painting yet, we may be able to make changes.

If your personalised or custom mat arrives damaged or with a fault on our part, the same conditions as our Damaged or Faulty Items policy apply and you will be entitled to a full refund.

Change of Mind

As all of our mats are made to order, we are unable to offer refunds or exchanges for change of mind once production has begun. If you need to cancel your order, please contact us as soon as possible at hello@dapahcreative.co.nz. If we have not yet started your mat, we will do our best to accommodate a cancellation.

How to Start a Return or Refund Claim

• Your order number

• A description of the issue

• Clear photos where relevant

We aim to respond to all claims within 2 business days and will work with you to resolve the matter as quickly as possible.

Refund Processing

Approved refunds will be processed to your original payment method within 5–10 business days depending on your bank or payment provider. Store credits will be issued via email within 5 business days of us receiving your returned item.