Cancellation policy

Purchase Options Cancellation Policy

At Fuji Mats Australia, we aim to provide flexibility and transparency for our customers. Please review our cancellation policy below to understand how cancellations are handled for various purchase options.

Standard Product Orders

• Cancellation Period:
  You may cancel your order within 24 hours of placing it for a full refund, provided the order has not yet been dispatched.

• How to Cancel:

  • Email us via our Contact Us page with your order number and cancellation request.
  • Alternatively, call us at 03 9357 5354 during business hours.

• After Dispatch:
  Once your order has been shipped, it cannot be cancelled. You may, however, initiate a return following our Returns Policy.

Custom Orders

• Cancellation Window:

  • Custom orders (e.g., mats with custom logos or other custom items) can be cancelled within 24 hours of order confirmation. After this period, cancellations are no longer possible, as production will have commenced.
  • A cancellation fee of 15% may apply to cover administrative and design preparation costs.

• Non-Cancellable Items:
  Fully personalised products or items already in production cannot be cancelled under any circumstances.

Pre-Orders

• Cancellation Period:
  You may cancel standard stock item pre-orders anytime before the item is dispatched. If you decide to cancel, notify us promptly via email or phone.

• Refunds:
  Full refunds will be issued for cancelled pre-orders unless the product includes customisations, in which case a 15% fee may apply.

Subscription or Recurring Purchases

• Cancellation Notice:
  For subscription-based purchases (e.g., recurring shipments of cleaning supplies or accessories), cancellations require a minimum of 7 days' notice before the next billing cycle.

• How to Cancel:
  Log into your account on our website to manage your subscription, or contact us for assistance.

Bulk Orders

• Cancellation Policy:
  For large-scale orders or bulk purchases:
  • Cancellations must be made within 3 business days of placing the order.
  • After 3 business days, a 20% restocking fee will apply if production or packing has begun.

Refund Process for Cancellations

• Refunds for eligible cancellations will be processed within 7–10 business days and issued to the original payment method.

Force Majeure Clause

In the event of unforeseen circumstances (e.g., natural disasters, strikes, or supply chain disruptions) that delay or cancel your order, we will notify you immediately. If applicable, you may request a cancellation and receive a full refund.

Contact Us for Assistance

If you need to cancel your order or have any questions about our policy, please reach out to our customer support team:
Email: Simply email us via our contact us page.
Phone: 03 9357 5354

We appreciate your understanding and cooperation in following these guidelines.