Refund policy

Returns, Refunds & Cancellations

We do not propose a refund policy for custom-fit tailor-made mats and CANNOT cancel an order after placing a custom order with us - Once an order is placed, it is sent immediately to production and therefore CANNOT be canceled - You agree to confirm your custom order by making a purchase on luxuscarmats.com - Please note that all our mats are tailored to your car as specified in your order form. 

Refunds are ONLY processed for mats that fail to fit your vehicle after following the instructions below AND after the replacement sent does not solve the issue.

Due to the custom-made nature of our products which hold no resale value if returned, If customers insist on returning custom-made goods despite being offered a free replacement that corrects the fitment issue, we will charge a re-stock fee of 40% of the initial order value to cover materials and craftsmanship.

If you are having issues with the installation of your Luxus Car Mats, please do not worry; most of the time this is due to improper installation of the mats.

Please follow the instructions below to install your Luxus Car Mats correctly:

1. Be sure to remove any floor mats that were already in the car.
2. Move the driver's seat back entirely.
3. Move the driver's seat upward entirely.
4. Slide your Luxus Car Mats into place.
5. Repeat the same steps with the passenger side mat.
6. To install the mats in the back seats, adjust the driver and passenger seats all the way forward to show the maximum amount of floor space.
7. Place the mats across the floors and they should slide right in.
8. Add the clips wherever they're needed.
9. Each set of mats comes with several clips but you won't need to use them all, just place them in areas that need them; for areas that don't have a place to put the clips, you can use the Velcro strips to ensure that the mats are flat against the floor.
10. Now your installation is complete.

If you are still struggling to install your Luxus Car Mats, please send us an e-mail to orders@luxuscarmats.com with your order number and pictures/videos of the mats installed in the specific vehicle you ordered the mats for; we will get back to you with a solution as soon as our team of experts finishes investigating your fitting issues. 

In most cases, after the investigation is over, we will ship out a free replacement set that will fit your vehicle correctly; if fitment issues still occur with the replacement set, we will issue a full refund. 

We truly appreciate your patience with the investigation results.

Please Note

If you receive a partial or complete refund after a 60-day period from your initial transaction for any reason between the customer and Luxus Car Mats you have to agree that to receive a refund you will be required to use or set up a PayPal account.

Dislike of design or color

Since the set you ordered is custom-made for your specific vehicle, we do NOT accept return applications based on a dislike of style or color. You must pick the right color for your vehicle and make sure that BEFORE placing your order, you like the product color/design chosen. If you have any doubts, please send us an e-mail to orders@luxuscarmats.com to ask for images and videos so you ensure that the color/design desired is exactly the way you like. 

Return claims between a customer and Luxus Car Mats must be agreed upon:

• An agreement must be made between the customer and Luxus Car Mats to agree on return claims.
• The product must be shipped back in its initial packaging unused and undamaged.
• If a revision is needed after we receive the returned product, we are entitled to rectify the design and send a replacement free of charge
  
• Due to the custom-made nature of our products which hold no resale value if returned, If customers insist on returning custom-made goods, we will charge a re-stock fee of 40% of the initial order value to cover materials and craftsmanship.

Please Note

As Luxus Car Mats offers free shipping worldwide for all our products, the return shipping, and packaging costs are your responsibility.

The refund amount will only be awarded once the item has been returned and inspected for damage and the item has not been used. If all these conditions are met, the client will receive a full refund within 14 business days.

Before returning any products, please email orders@luxuscarmats.com. We will provide the shipping address and return code for your delivery.

We highly recommend you return your product using a tracked delivery service.

Please be informed that if your country's customs impose extra taxes on imports, we will not accept returns or refund requests. We are NOT liable for these taxes and in order to obtain the products, they must be paid to the customs authorities. Please consult the customs import tax legislation of your country.

Ordering

Please note that it is the responsibility of the customer to ensure that the vehicle details and the delivery address are correct when making the purchase. 

Luxus Car Mats will NOT be held responsible for any mistake in the vehicle chosen while placing the order or in the address of delivery.

Package Insurance

We have partnered with Shiptection Package Protection to provide our customers with optional package insurance to protect their order against theft and loss.

In case you opted for the Shiptection Package Protection during your purchase and your package got lost or stolen, we will NOT be liable for a refund and ONLY our partner Shiptection shall address your refund request.

To apply for a refund via our partner Shiptection Package Protection, the customer needs to file a claim on www.insureship.com

Lost Parcel

In case of package loss, the customer will have the choice of a full refund (ONLY IF the order has been insured with our partner Shiptection Package Protection) or a free replacement.

Refunds for lost parcels can ONLY be issued IF the order has been insured with Shiptection Package Protection; the refund is issued by Shiptection Package Protection.

For orders not insured against loss and theft, refunds CANNOT be issued and we will ship out a free replacement with Expedited Shipping.

To apply for a refund via our partner Shiptection Package Protection, the customer needs to file a claim on www.insureship.com

Returned/Uncollected Parcels