CAR MATS UK

RETURNS & CANCELLATIONS

RETURNS, CANCELLATIONS & FAULTY PRODUCTS

You can return the mats to us (non-customised mats only – ANY ITEM WITH A DIFFERENT TRIM TYPE OR COLOUR IS CONSIDERED CUSTOMISED) anytime up until the end of the seventh working day from receipt of the goods but we must be notified by email – we do charge a 30% re-stocking fee as our mats are made to order. Any items need to be returned in the original packaging, unused and also at your own cost. If an order has been manufactured and put through the dispatch system unfotrunately it cannot be cancelled. Please note we do not accept returns on customised mats – which do include selecting a different colour trim to the colour of the mat you have ordered or a different trim type (matching cloth is the default trim type / colour). Discount for two or more sets is only valid when all mat sets are kept, if one set is returned the full price for one set will be charged and the remainder refunded. Heel pads are sewn onto each drivers mat in a standard position for the particular mat. We do not guarantee an exact colour match to the interior of your car. We recommend when returning any item, that you use a tracked service as we cannot be held responsible for items that are misplaced after you have returned the mats to us.

Returning item due to a fault:

If there is a problem with the mats received, please call or email us at info@carmats.co.uk and we will sort the problem out for you. We will need to see a photograph of the problem in question, so we can rectify it for you.

Returning mats due to the wrong vehicle being selected or wrong colour carpet or trim being ordered:
We do ask that you take a few minutes to check your order confirmation email as if anything has been ordered incorrectly, we can change it for you – as long as the item has not been shipped, or has been manufactured and is actually ready to be shipped. If your mats have already been shipped, you will have to return the mats to us and pay the postage charge for us to send the mats back out to you again, we do charge a 30% re-stocking fee if the mistake was not made from our end. If you have customised your mats (by changing the trim type or colour from the default), you may have to pay for another set of mats as it is unlikely the mats will be able to be sold on again. If the wrong carpet colour or trim type has been received and the error was made from our end (photographic evidence will be required), we will gladly replace the mats although if you decide you no longer require the mats, the return postage cost must be covered.

Returning mats as you no longer require them:

If your mats have not already been shipped or have not been cut and are sitting ready to be shipped, there is no problem in cancelling the order, if they have already been cut and you have not cancelled in time, we may have to charge you a re-stocking fee. If you have ordered your mats with matching cloth binding, you can return your mats, you will have to pay the return postage, as well as a restocking fee, as this will cover and postage fees that have been paid by us (which are initially free).
Please note, we do not accept returns of customised mats (which include a change of trim type or colour) as the mats have specifically been made for you so we will not be able to sell them on again.

Please do not return any items to us without contacting us by email, we will get back to you as soon as possible with return instructions and a return address. Any refunds will be refunded using the original payment method as soon as possible but please do allow up to 14 working days. We do not accept any returns after 14 days of receipt. All mat sets received must be checked as soon as received straight away – if there happens to be any issues, we need to be contacted straight away about these as we need to be notified within 14 days after receipt of the goods. If you are not using the mats straight away, the package still must be opened and checked.

Please Note: Be careful when ordering mats which have been customised (mats with a different coloured trim or trim type to the actual mat are considered as customised mats), these mats have been made specifically for you and if ordered incorrectly, can not be returned as they are a special order and it is unlikely we will be able to sell them again, please check both the product heading and the template picture shown on screen before placing the order and contact us if you have any questions about the mats or fixings for the mats.
Unfortunately we do not guarantee the mats for more than 14 days as we cannot see the footwear being used by the driver. All drivers are individual and drive in different ways.