Refund policy
Returns, Refunds & Fitment Support Policy
Custom-Made Products Designed Specifically for Your Vehicle
Thank you for choosing Lux Design Car Mats.
Every Lux Design Car Mats product is made to order according to the vehicle details and customization options selected at the time of purchase, including vehicle model, model year, interior configuration, material, color, stitching, edging, and available personalization options.
Our products are not standard mass-produced items taken from generic stock. Each set is individually prepared for the customer’s selected vehicle and configuration.
Because of the customized nature of our products, cancellation, return, and refund conditions differ from those applicable to standard retail products.
Please review this policy carefully before placing your order.
Nothing in this policy limits any mandatory consumer rights available to you under applicable law.
1. Custom-Made Product Notice
Lux Design Car Mats products are made-to-order and customized goods.
Once production has begun, cancellation or standard return rights may be limited or unavailable where permitted by applicable law.
Returns or refunds are generally not accepted for preference-based reasons such as:
- Change of mind after production has begun
- Preference for a different color, material, stitching, edging, or design
- No longer needing or wanting the product
- Incorrect vehicle information provided by the customer
- Incorrect customization selections provided by the customer
- Preference for a different configuration after production has begun
Customers are responsible for reviewing their vehicle information and customization selections before completing the order.
This policy does not affect your rights in relation to products that are confirmed to be defective, damaged, or incorrectly manufactured.
2. Order Cancellation & Modification
Because production may begin shortly after an order is placed, cancellation and modification requests should be submitted as soon as possible.
Within 24 Hours
An order may be canceled or modified without a production charge within the first 24 hours after purchase, provided production has not already begun.
24–72 Hours After Purchase
During this period, materials may already have been allocated, prepared, or entered into production.
Where cancellation is still possible, a production charge of up to 35% of the order value may apply to cover work already completed, materials, and processing costs.
Any applicable charge will be communicated before the cancellation is finalized.
After 72 Hours
After 72 hours, cancellation or modification will generally no longer be possible where production has begun or the product has been prepared specifically for the order.
Where required by applicable law, mandatory consumer rights remain unaffected.
3. Fitment Support
We want every Lux Design Car Mats set to be installed correctly and safely.
A fitment concern does not automatically mean that the product is defective or eligible for a return or refund.
Before contacting us about fitment, please ensure that:
- All previous floor mats have been removed
- The new mats are positioned in the correct location
- The seats are adjusted appropriately
- The mats are aligned correctly
- Applicable factory fixing points are being used correctly
Many fitment concerns can be resolved through installation or positioning guidance.
Our customer care team will review the information provided and assist with the most appropriate next step.
4. Reporting a Fitment or Manufacturing Concern
If you believe your order has a manufacturing or fitment-related issue, please contact us as soon as possible and preferably within 7 days of delivery.
Please provide:
- Your order number
- Clear photos or videos showing the concern
- Photos of the mats installed inside the vehicle where fitment is involved
- Vehicle model and model year
- A brief description of the issue
Customer Support:
info@luxdesigncarmats.com
Providing complete visual documentation helps us review the matter accurately and efficiently.
Incomplete information may delay the review process.
5. Resolution Process
If a manufacturing-related or production-related fitment issue is confirmed, Lux Design Car Mats will determine the most appropriate resolution based on the circumstances.
A resolution may include:
- Installation or corrective guidance
- Adjustment support
- Replacement of the affected mat
- Replacement of the complete set where necessary
- A refund where appropriate and where a reasonable replacement or corrective solution cannot adequately resolve the confirmed issue
Our priority is to resolve genuine product issues fairly and effectively.
Refund eligibility is assessed case by case and remains subject to applicable consumer protection laws.
6. Approved Returns
Because our products are made specifically for each customer, returns are not handled in the same way as standard stocked products.
A return must be authorized in writing by Lux Design Car Mats before the product is sent back.
Where a return is approved, the product should:
- Be clean and in the condition in which it was received, except where inspection is necessary to identify a defect
- Be securely packaged for return
- Include all relevant pieces included in the approved return
- Be sent only after return instructions have been provided
For discretionary returns that are not related to a confirmed manufacturing defect, reasonable production, handling, or restocking deductions may apply where permitted by law.
Any applicable deduction will be communicated as part of the return authorization process.
Return shipping costs are generally the customer’s responsibility for discretionary returns.
Where a return is required because of a confirmed manufacturing error attributable to Lux Design Car Mats, the appropriate return or replacement arrangements will be provided by our support team.
7. Delivery-Related Returns
Customers are responsible for providing complete and accurate shipping information and for cooperating with reasonable delivery or customs requirements where applicable.
A shipment that is returned because of:
- An incorrect or incomplete address
- Refusal of delivery
- Failure to collect the shipment
- Failure to respond to the carrier
- Failure to complete required local customs or delivery procedures
is not automatically treated as a standard product return.
Where reshipment is possible, additional shipping or handling charges may apply.
Any refund request relating to a returned, refused, or unclaimed shipment will be reviewed individually in accordance with this policy and applicable law.
For complete information regarding shipping, delivery, duties, customs, and carrier procedures, please refer to our Shipping & Delivery Policy.
8. Refund Processing
Where a refund is approved, it will be issued to the original payment method used for the purchase.
Approved refunds are generally processed within 14 business days after the applicable review has been completed and, where a return is required, after the returned product has been received and inspected.
Your bank, card issuer, or payment provider may require additional time before the refund appears on your account.
9. Final Review
Cancellation, return, refund, and fitment requests are reviewed individually.
Lux Design Car Mats may consider factors including:
- Order details
- Production status
- Product condition
- Nature of the reported issue
- Vehicle information provided
- Supporting photographs or videos
- Applicable consumer protection requirements
Our goal is to provide a fair, professional, and appropriate resolution while maintaining the quality standards associated with our made-to-order products.
This policy does not affect any statutory rights you may have under applicable consumer protection laws.
Customer Support
For questions regarding a return, refund, fitment concern, or this policy:
Email:
info@luxdesigncarmats.com
Live Chat:
Available on our website