Refund & Return Policy
Last updated: August 4, 2026
We want you to actually use the mat before you decide. Set it up, host a dinner with it, see whether it earns its place on your table. If it doesn’t, send it back within 30 days and we’ll refund you — and we’ll pay the return shipping.
The short version
- 30 days from the day your order is delivered.
- Return shipping is free. We email you a prepaid label. Every return, every reason.
- No restocking fee. Ever.
- Used is fine. We expect you to have tried it. That’s the point.
1. What we accept
You can return any Caterra product within 30 days of delivery for a full refund. You do not need a reason, and you will not be charged a restocking fee.
We do ask that the return includes everything that came in the box — the mat, the insulated storage bag, the magnetic roll-up strap, the power cord and the manual. Please clean the mat before packing it. If you still have the original box, use it; if you don’t, any sturdy carton is fine.
Because these are food-contact appliances, we cannot resell a returned unit as new, and returns that arrive with damage beyond normal trial use — cuts or tears in the silicone, liquid damage to the control bar, a damaged cord, or heavy soiling — may be refunded in part rather than in full. We will always contact you before adjusting a refund, and we will explain exactly why.
2. How to start a return
Email brian@simpleholdings.com with your order number and, if you’d like to tell us, what didn’t work for you. You can also call us at (801) 201-7776.
We will reply with a prepaid return shipping label and simple packing instructions. Drop the parcel off with the carrier — that’s the whole process. Please don’t ship anything back before you’ve received a label from us, as unannounced returns can be difficult to match to an order.
3. When you get your money back
Once your return arrives at our facility in Bluffdale, Utah, we inspect it and process your refund within 3 business days. Refunds go back to the original payment method.
After we issue the refund, your bank or card issuer typically takes a further 5–10 business days to post it to your account. That part is outside our control. If it has been more than 10 business days since we told you the refund was issued and you still don’t see it, contact your bank first, then contact us and we will chase it with you.
Shipping on your original order was free, so there is nothing withheld from your refund for outbound freight.
4. If it arrives damaged, defective or wrong
This is not a return — it is our mistake, and we fix it at our cost.
Contact us as soon as you notice, ideally within 7 days of delivery, and send a couple of photos of the product and the packaging. We will ship a replacement straight away or refund you in full, whichever you prefer. You will never be asked to pay shipping in either direction, and the 30-day clock does not apply to a product that arrived faulty.
If the damage came from shipping, please keep the packaging until we have sorted it out — carriers sometimes ask to see it.
5. Exchanges
If you want a different size or colour, the fastest route is to return the one you have for a refund and place a new order, so you are not waiting on our inspection queue. If you would rather do a straight swap, email us and we will arrange it.
6. Cancelling an order
If your order has not shipped yet, email or call us and we will cancel it and refund you in full the same day. Once a parcel is with the carrier we can no longer stop it, but you can simply refuse delivery or use the 30-day return process.
7. After 30 days: your warranty
The 30-day window is for changing your mind. Faults are covered for much longer.
Every Caterra product carries a one-year limited warranty from the date of delivery against defects in materials and workmanship under normal household use. If the product fails within that year, we will repair it, replace it, or refund it, at our option, at no cost to you.
The warranty does not cover damage from misuse, accident, unauthorised modification or repair, commercial use, or normal cosmetic wear. Full terms are in our Terms of Service.
8. Questions
Email brian@simpleholdings.com or call (801) 201-7776. You can also write to us at Caterra Supply, 14725 Porter Rockwell Blvd, Ste CC, Bluffdale, UT 84065, United States.
Nothing in this policy limits any rights you have under applicable consumer protection law.