Refund policy
Returns, Refunds & Fitment Support Policy
Custom-Made Products Designed Specifically for Your Vehicle
Thank you for choosing Lux Design Car Mats.
Each Lux Design Car Mats product is made to order based on your selected vehicle model, production year, interior layout, color combination, and personalization preferences. Our mats are not mass-produced or stocked items. Every set is created specifically for your vehicle.
Because our products are custom-made, cancellation or return conditions differ from standard retail products. Please review this policy carefully before placing your order.
By completing a purchase on our website, you confirm that you have read, understood, and agreed to the terms below.
1. Custom-Made Product Notice
All Lux Design Car Mats products are classified as custom-made and personalized goods.
Once production has started, standard cancellation or return rights may not apply, where permitted by applicable law.
Returns or refunds cannot be accepted for reasons such as:
Change of mind after ordering
Dissatisfaction with selected color or design choices
No longer needing the product
Ordering the wrong vehicle model, year, or configuration
Preference for a different design after production has started
Customers are responsible for ensuring that all vehicle details, model year, interior layout, and customization selections are correct before completing the order.
This policy does not affect your statutory rights regarding defective, damaged, or incorrectly manufactured products.
2. Order Cancellation & Modification Policy
Production begins shortly after an order is placed.
Within the First 24 Hours
Orders may be canceled or modified free of charge within the first 24 hours after purchase, provided production has not already started.
24–72 Hours After Order Placement
During this stage, materials may be prepared and production may begin.
Cancellation requests during this period may be approved with a deduction of a 35% production fee to cover material preparation, labor, and processing costs.
After 72 Hours
After 72 hours, cancellations or modifications are no longer possible, as the product is already in production or has been prepared specifically for your order.
3. Fitment Support Policy
Our priority is to ensure that your mats fit your vehicle correctly and safely.
Fitment concerns are handled through our support and resolution process. A fitment concern does not automatically qualify for a return or refund.
Before contacting us, please make sure that:
All previous mats have been removed
The seats are positioned correctly
The mats are properly aligned
The mats are securely placed using the correct fixing points where applicable
Many fitment concerns can be resolved with proper installation guidance, and our support team will be happy to assist you.
4. Reporting a Fitment or Manufacturing Issue
If you believe there is a genuine fitment or manufacturing issue, please contact us within 7 days of delivery.
Please include:
Your order number
Clear photos or videos showing the issue
Photos of the mats installed inside the vehicle
Your vehicle model, year, and interior configuration
Contact: info@luxdesigncarmats.com
Requests submitted without clear visual documentation may not be reviewed.
5. Resolution Process
If a manufacturing-related issue is confirmed, we will review the case and provide the most appropriate solution.
Depending on the situation, this may include:
Installation support
Adjustment guidance
Replacement of the affected mat or set
A refund where appropriate and where replacement solutions are not suitable
Our first priority is always to resolve the issue properly and ensure customer satisfaction.
Refunds are reviewed on a case-by-case basis and are generally considered only when a replacement or correction cannot reasonably resolve the issue.
6. Approved Return Conditions
Because our products are custom-made, returns are only accepted in exceptional cases and must be approved in writing by Lux Design Car Mats.
If a return is approved:
The item must be unused
The item must be clean and undamaged
The item must be returned in its original packaging where possible
The item must be in resellable condition
Return authorization must be provided before sending the item back
Approved returns may be subject to a 40% restocking fee because custom-made products are produced specifically for each customer and cannot always be resold.
Return shipping costs are the customer’s responsibility unless the return is due to a confirmed manufacturing error.
Original shipping fees, service fees, and production-related costs are non-refundable where applicable.
7. Delivery, Address & Customs Responsibility
Customers are responsible for providing accurate and complete delivery information at checkout.
Lux Design Car Mats is not responsible for delays, failed deliveries, returned shipments, or additional costs caused by:
Incorrect or incomplete delivery address
Missing apartment, unit, building, or phone number details
Failure to follow tracking updates
Failure to respond to courier or customs requests
Refusal of delivery
Unclaimed packages
Failure to complete required local customs or delivery procedures
Shipping fees and standard taxes are generally included in the total price shown at checkout, where available.
However, depending on the destination country’s customs regulations, additional local duties, import charges, brokerage fees, or clearance-related payments may still be requested by the courier or local authorities.
If any additional local import-related payment is required, the customer may need to complete the payment for the package to be released or delivered.
Orders that are refused, returned, abandoned, or not delivered due to incorrect address details, failure to follow delivery updates, unpaid local import-related charges, refusal of delivery, or failure to respond to courier/customs requests may not be eligible for a refund.
If a package is returned to us due to an incorrect address, failed delivery attempt, refusal of delivery, unclaimed shipment, or failure to complete required courier/customs procedures, the customer may be responsible for any return shipping, courier fees, or additional handling costs.
If the order needs to be shipped again, an additional reshipping fee may be required before the package is resent.
Because all Lux Design Car Mats products are custom-made specifically for each customer, returned or refused shipments cannot be treated as standard returns.
8. Refund Processing
If a refund is approved, it will be issued to the original payment method used at checkout.
Refunds are processed within 14 business days after the returned item has been received and inspected.
Depending on your bank or payment provider, it may take additional time for the refund to appear on your statement.
9. Final Review
All cancellation, return, refund, and fitment cases are reviewed individually.
Lux Design Car Mats reserves the right to determine the most fair and appropriate resolution based on the order details, product condition, production status, and supporting documentation provided by the customer.
Our goal is always to provide a fair solution while maintaining the quality standards of our custom-made products.
Contact & Customer Support
For questions regarding your order, delivery, fitment, or this policy, please contact our support team.
Customer Support: info@luxdesigncarmats.com
Live Chat: Available on our website
Company Information
Lux Design Car Mats
St. Petersburg, Florida, USA
Email: info@luxdesigncarmats.com