Returns & Refunds

Please contact our Customer Service team prior to returning any goods. 

We are not responsible for items that get lost or damaged in transit. We recommend sending returns via a recorded delivery method, fully insured for the full value of goods, ensuring correct postage amount is paid. You have a duty to take reasonable care of any goods whilst they are in your possession.

Our policy for returns is 30 days but this policy excludes any car mats that have been customised. Outside of 30 days, regrettably, we cannot offer you a refund or an exchange unless your product is found to be faulty.

To be eligible for a return, except in cases of a defect, your item must be unused and in the same condition as when you received it. It must also be in its original packaging.

To process your return, we'll need a receipt or proof of purchase. Items sent back to us without first requesting a return will not be accepted.
To initiate your return, kindly send an email to support@newcarmats.co.uk or use our contact form via the widget on the bottom corner of the contact us page.

There are specific instances in which we may grant partial refunds (if applicable):
1. Items not in their original condition, damaged, or missing parts for reasons not attributable to our error.
2. Items returned more than 30 days after delivery.

Refunds
Once we receive and inspect your return, we will send you an email to confirm the receipt of your returned item. We will also inform you whether your refund has been approved or declined.

If your refund is approved, it will be processed, and the credited amount will be applied automatically to your credit card or original method of payment within a specified number of days.

Unfortunately we cannot offer refunds on customised products or gift cards.

Delayed or Missing Refunds
If you haven't received your refund yet, please first review your bank account.
Then get in touch with your credit card company. It might take some time before your refund is officially posted.
After that, contact your bank. There is often a processing period before a refund is posted.
If you've completed these steps and still haven't received your refund, please reach out to us at support@newcarmats.co.uk

Cancellations
If you wish to cancel or modify an order that has not yet been shipped, please send an email to support@carmats.co.uk. Please note that it may not always be possible to cancel an order that has been packed and is awaiting dispatch.

Similar to returns, it's not possible to cancel embroidered products once production has commenced.