Good Morning,
I am very sorry to hear you were unhappy, this is of course not what we want, we want all customers to have a positive experience.
We do ask to see photos in the first instance as this will usually help us to see the problem and help in the best way possible. I can see that we did offer a free returns label for you to return the mat to us but you had already paid to return the mat yourself.
If you would like to discuss this further then please don't hesitate to get in touch with us on email and I will be more than happy to help.
Kind Regards,
Turtle Mat - Laura