Returns and Exchanges

New Zealand:

14 Day Risk Free Trial on our Signature Series mats

If you’re not completely satisfied within 21 days of using your new Signature Series mats, you are entitled to a refund. Once your mats have been returned, your refund will be processed.

To be eligible for a return, you must have been using your mats for a minimum of 4 days. If you are not completely satisfied after this trial period, contact us within 14 days of delivery to initiate a return.

To lodge a return request, simply forward your proof of receipt to and state you would like a return. Once you lodge a return request, we will organise a pick-up.  A pick-up can take up to 10 business days and can only occur during business hours.

For all returns, your original purchase receipt is required in order to process your refund.

Our return policy is limited to one (1) return of a maximum of three (3) mats to be returned or exchanged per household. All returns are only applicable to a customer’s first order. Please contact us directly within the first 14 days of delivery to lodge a return request.

In the case of an exchange, you’ll be responsible only for any difference in pricing. We will cover any additional shipping expenses.


For all other items:

Returns and Exchanges

At TESX, we want to ensure that you are happy with the items you purchase.

If you have changed your mind on a purchase, we will gladly refund or exchange it provided you comply with the following:

  • Items are returned within 14 working days from date of delivery.
  • The item must be unused, in its original packaging and in a saleable condition.
  • That you provide Proof of purchase (TESX invoice/receipt) with the return.

If you wish to return any item(s) you have purchased online, you must contact us via email ( for a return authorisation and goods must be returned via post to our Auckland warehouse.

Upon receipt of the returned item, we will assess it and notify you via email. If you are entitled to a return, we will refund your product purchase price and a credit will automatically be applied to your original method of payment (which may take up to 10 working days).

Please note the following:

  • Original postage costs will not be reimbursed (unless the item was faulty).
  • Postage costs for all returns must be prepaid and insured by you (unless the item was faulty).
  • You are responsible for any loss or damage to the item(s) during shipment. We do not guarantee that we will receive your returned item.
  • Gift cards cannot be exchanged or refunded.


To return the item you purchased, please post to:

TESX, 10a Orbit Drive, Rosedale, Albany


Damaged or Faulty items

If you have a problem with any item in your order, we'll aim to resolve it as quickly possible in accordance with our obligations under the Consumer Guarantees Act.  Please contact us on if you believe the item(s) you received is faulty or has been damaged.



TESX provides a 12-month warranty on all products unless specified.  This warranty covers the replacement or repair of any item where the product fails due to defective materials. The warranty period commences from the date that goods are received for a period of 12 months.

TESX will not be liable for damage, loss or injury suffered as a result of any person:

  • failing to follow instructions relating to usage or installation of the product,
  • modifying a product,
  • failing to appropriately maintain or store a product or
  • using the product for an unintended purpose(s).


For International Orders:


We have a 14-day return policy, which means you have 14 days from the date you receive the item to request a refund.   

If you wish to return any item(s) you have purchased online, you must contact us via email ( for a return authorisation and we recommend shipping the goods via EMS (declared as sample).

We do not recommend using DHL/Fedex/UPS as there may be high costs associated with customs and tax and any losses incurred using these methods will be the responsibility of the sender.

Damaged or Faulty items

We highly recommend inspecting your order upon receipt and if the item is defective and/or damaged please contact us immediately on  We will do our best to rectify the problem.