Warranty & Refunds

We take great pride in the quality of every Grace & Maggie playmat and Snuggle Rug. Each one is designed to be a safe, soft and stylish part of your family’s home for years to come, and we stand behind that with a 6-month warranty and a clear, fair refund process. Here’s everything you need to know.

Our Warranty

6-Month Warranty

All Grace & Maggie playmats and Snuggle Rugs are covered by a 6-month warranty from the date of purchase. This warranty covers the repair or replacement of any product with a genuine manufacturing or material defect, provided the issue isn’t caused by everyday wear and tear, accidental damage, incorrect use, or failure to follow our care instructions.

Inspecting Your Order On Arrival

Please take a moment to check your playmat or Snuggle Rug as soon as it arrives. If you notice anything that looks like a manufacturing fault, please get in touch with us within 7 days of receiving your order so we can sort things out for you quickly.

What’s Covered

Our warranty covers genuine manufacturing or material defects, including:

  • Faults in the foam core, stitching, seams or heat-sealed edges
  • Significant printing or material defects that aren’t consistent with our normal product characteristics (see below)
  • Products that arrive damaged in transit (please report within 7 days)

What’s Not Covered

To keep things fair for everyone, our warranty does not cover:

  • Normal wear and tear from everyday family life
  • Damage caused by pets, shoes, sharp objects or rough play
  • Stains, punctures, tears or scratches from accidental damage
  • Damage from harsh or unsuitable cleaning products, alcohol wipes, sanitisers, baby wipes, essential oils or abrasive scrubbers
  • Mould or mildew caused by storage in damp conditions, poor ventilation, or punctures that allow moisture in
  • Damage caused by failing to follow our care instructions
  • Products used commercially or in childcare or educational settings (our warranty is for domestic family use)
  • Items sold as samples, seconds, or floor stock
Good To Know

Natural Characteristics Of Our Materials

Our playmats are made from premium, eco-conscious TPU foam, and our Snuggle Rugs from soft-touch high-density memory foam, chosen because they’re free from PVC, BPA and other nasty chemicals. Because we’ve made the choice to use cleaner, more natural materials, there are a few small characteristics that come with the territory. These are completely normal and aren’t considered defects:

  • Slight yellow or beige tinting around the edges as a result of the heat-sealing process
  • Minor colour variations between batches due to the printing process
  • A subtle faded or distressed look on certain designs, this is intentional and helps our mats feel more like the vintage-style rugs they’re inspired by
  • Gentle changes in colour over time as part of the natural ageing of cleaner, biodegradable materials

We think these small quirks are part of what makes our products special, a sign that we’ve chosen safer materials over synthetic ones.

How To Make A Warranty Claim

If you think your playmat or Snuggle Rug has a fault that’s covered by our warranty, please email us at orders@graceandmaggie.com.au with the following:

  • Your order number, receipt or proof of purchase
  • A clear description of the issue
  • Photos (and a short video if it’s helpful) showing the fault

Our team will review your claim and be in touch as quickly as we can to walk you through the next steps. If your claim is approved, we’ll arrange either a repair, a replacement, or a refund, whichever is most appropriate for the situation.

Refunds & Exchanges

Faulty Or Damaged Items

If your playmat or Snuggle Rug arrives damaged, or develops a manufacturing fault within the warranty period, you’re entitled to a refund, repair or replacement under Australian Consumer Law. We’ll cover return shipping costs for any approved warranty claim, you won’t be out of pocket for a fault that wasn’t your doing.

Change Of Mind

For change-of-mind returns and exchanges, please head over to our Shipping & Returns page for the full details. In short, we accept change-of-mind returns within 14 days, provided the item is unopened and in original re-sellable condition. Snuggle Rugs need to remain vacuum-sealed.

Exchanges For A Different Colour Or Size

If you’d like to exchange your unopened playmat for a different colour or size, please email us at orders@graceandmaggie.com.au and we’ll talk you through the process. The original item must be unopened, unused and in re-sellable condition with all original packaging intact.

How Refunds Are Processed

Once your return arrives with us, we’ll inspect it and send you an email to let you know we’ve received it. We’ll then let you know the outcome of your refund or exchange.

If your refund is approved, it’ll be processed back to your original method of payment. Please allow a few business days for it to appear in your account, depending on your bank or card provider.

Return Shipping

Before sending anything back, please email orders@graceandmaggie.com.au so we can confirm the return address and walk you through the process. This helps us track your return and avoid any mix-ups.

For change-of-mind returns and exchanges, return shipping is at the customer’s expense and original shipping costs are non-refundable. For approved warranty claims, we’ll cover return shipping. We’d strongly recommend using a tracked shipping service, unfortunately we can’t take responsibility for parcels that go missing in transit.

A Few Final Notes

Grace & Maggie reserves the right to decline warranty or return requests that fall outside the timeframes or criteria above, or where damage has clearly been caused by misuse rather than a manufacturing fault. Nothing in this policy limits your rights under Australian Consumer Law.

If you have any questions at all, please reach out via our website chat or email orders@graceandmaggie.com.au, we’re here to help.