Matra 90-Day Workmanship Guarantee

Our promise

Every Matra doormat is woven, tensioned, shaped, finished and inspected by hand.

If a fault caused by our workmanship becomes apparent within 90 days of delivery, contact us. Once the issue has been assessed and accepted as a workmanship fault, we will provide an appropriate repair, replacement or refund.

Guarantee period

This guarantee applies for 90 calendar days from the date your Matra doormat is delivered.

Please contact us as soon as reasonably possible after discovering a potential fault. Claims under this guarantee should be submitted within the 90-day guarantee period.

Your rights under the New Zealand Consumer Guarantees Act are not limited to 90 days and may continue beyond this guarantee period.

What the guarantee covers

This guarantee covers faults caused by the way your Matra doormat was constructed or finished, including:

  • Rope ends or whipping coming loose during normal use

  • Sections of the weave separating because they were not secured or tensioned correctly

  • Significant unintended gaps caused by faulty construction

  • Substantial distortion caused by a manufacturing fault

  • Another workmanship fault that prevents the mat from performing as reasonably expected

Small handmade variations are not automatically faults. We will consider whether the issue materially differs from the product description, photographs and standard of workmanship a customer could reasonably expect.

What the guarantee does not cover

The workmanship guarantee does not cover:

  • A change of mind

  • Normal variations in the colour, texture, markings or fibres of natural rope

  • Minor differences in dimensions, shape or weave that arise from handmade production and do not affect performance

  • Initial fibre shedding from manila rope

  • Ordinary wear from normal use

  • Dirt, staining, fading or gradual weathering

  • Damage caused by misuse, accidents, animals, sharp objects or excessive force

  • Damage caused by dragging, cutting, altering or attempting to repair the mat

  • Damage caused by unsuitable cleaning products, pressure washing, machine washing or failure to follow the Matra Care Guide

  • Mould, swelling, discolouration, odour or deterioration caused by persistent moisture

  • Damage caused by placing a manila mat in an uncovered, exposed or consistently wet entrance

  • Damage caused by using the product somewhere for which it was not designed or recommended

Our manila mats are designed for covered entryways. They can tolerate the occasional moisture that reaches a typical covered entrance, but they are not designed to remain saturated or exposed to persistent rain.

Our synthetic mat is the appropriate choice for wetter and more exposed entrances. It must still be used and cared for according to its product description and care instructions.

How to make a claim

Contact Matra using the contact details provided on our website.

Please include:

  • Your name

  • Your order number or other proof of purchase

  • A description of the issue

  • When you first noticed it

  • Clear photographs showing the complete mat and the affected area

  • Information about where the mat has been used and how it has been cared for

If the mat was received as a gift, please provide the original purchaser’s name or order details where possible.

Please do not alter, cut, re-whip or attempt to repair the affected area before contacting us. Doing so may make it difficult to determine what caused the issue.

How we assess claims

We may ask for additional photographs, information or video before reaching a decision.

In some cases, we may need to inspect the mat in person. We will explain the return process before asking you to send it.

We will assess:

  • The nature of the reported fault

  • Whether the issue resulted from workmanship

  • How and where the mat has been used

  • Whether the relevant care instructions were followed

  • The age and general condition of the mat

  • Whether the issue affects its expected appearance, construction or performance

We will assess claims fairly and respond within a reasonable time.

How we put it right

If we accept the claim, the appropriate remedy may be:

  • Repairing the mat

  • Replacing it with the same model or a reasonably equivalent product

  • Refunding some or all of the purchase price

The appropriate remedy will depend on the nature and seriousness of the fault, whether it can reasonably be repaired and your rights under applicable New Zealand consumer law.

A replacement does not automatically restart the original 90-day guarantee period. However, the replacement remains protected by all rights that apply under the Consumer Guarantees Act.

Return delivery

Do not return a mat before contacting us and receiving return instructions.

If we ask you to return the mat for an accepted workmanship claim, Matra will arrange the return or reimburse reasonable return-delivery costs.

If our assessment finds that the issue was not caused by a workmanship fault, we will contact you before carrying out any paid repair or arranging delivery back to you.

Damage during delivery

Damage that occurs during delivery should be reported as soon as possible.

Please retain the packaging and provide photographs of:

  • The damaged mat

  • The exterior of the packaging

  • Any visible damage to the box or wrapping

  • The shipping label

Delivery damage will be handled separately from the 90-Day Workmanship Guarantee and in accordance with your rights under New Zealand consumer law.

Consumer Guarantees Act

The Matra 90-Day Workmanship Guarantee is provided in addition to your rights under the New Zealand Consumer Guarantees Act 1993.

Nothing in this guarantee excludes, restricts or replaces any rights or remedies you may have under that Act or other applicable New Zealand law. Those rights may continue after this 90-day guarantee has ended.

Contact us

To make a claim or ask a question about this guarantee, use the contact form on our Contact page.

Please include your order details and photographs so we can assess the issue promptly.