Free 🌎 Shipping + Extra Savings At Checkout - Use Code 'Lushfix10'📣

Refund Policy

1. Customer responsibility 

The customer is responsible for entering their delivery/shipping address correctly. If the customer has entered their vehicle details incorrectly; we will not be held responsible for any bad fitting issues. No refunds or replacements will be issued for data entry errors made by the customer at the time of placing their order. This includes vehicle make, vehicle model, vehicle year, body shape, number of seats, the correct colour you require or other. If you require extra seats, ensure you have entered and paid for extra seats, or the standard five seats will be made.

The customer is responsible for reading the information clearly visible on the product page and provided in the website links about production and shipping times. We will not be held liable for late deliveries or how courier services conduct their operations. Lushfix will not be held responsible for any shipments marked as delivered or attempted delivery by the courier service whatsoever. If a parcel has been marked as delivered for whatever reason, Lushfix considers the order commitment fulfilled and will not be testified against. If the tracking number shows attempted delivery the customer must follow their redirection of mail process. We do not take responsibility for the redirection of customers mail in any circumstances

2. Customer data entry

Entering the standard model with no extra notes or email to support identifying the different model styles of your vehicle if there are various versions will result in the standard model being produced. If you have not entered any additional information and a standard model is produced; this is also classed as a data entry error and is non-refundable or non-replaceable. There is a notes section for extra information and also a reminder via the order confirmation email to provide extra information if your vehicle is not the standard version. 

There is a "how to order" page in the main menu. The customer is responsible for entering their vehicle details and delivery details correctly in all circumstances.

2.2 We generally do not offer a refund policy on custom-made LUSHFIX mats and we cannot cancel any custom orders placed after 24 hours of the initial order. By making a purchase, you agree to confirm your custom order. You agree that you have entered your order details correctly at the time of purchase. Please note that all our mats are custom made to order to suit your individual vehicle, which you specify on your order form (terms in line with consumer contract regulation). This cannot be changed and Lushfix takes no responsibility for any change request made after 24 - 48 hours have passed. After this time any change request shall be invalid.

However, if a genuine error has been made by us, there is a process to find out exactly what the issue is. Upon receiving evidence of the customer's installations in the form of several full-view images and or videos, replacement mats can be issued due to severe manufacturing faults, severe manufacturing damage, or severely uneven fitting. Obviously, any small net storage holders on the driver's side or passenger's side will, of course, be covered if your vehicle has them. This is not considered a fault. We will go by the database drawing given by the manufacturer for your vehicle model.

In the rare instance that this occurs, please contact support to resolve the issue. Contact@lushfix.com

3. Severe fitting or wrong item received 

In certain rare circumstances, there is an issue with fitting, proof and evidence must be shown in the form of several full-view clear images, highlighting the problem areas and explaining the issue fully. Clear in full view Image evidence must be sent to the support email for an investigation. The information provided will be examined by our quality experts, who shall determine what the issue is and rectify it if necessary.

Evidence must include images of the manufacturing labels attached to each mat, packaging or anything else our quality team may request. Occasionally, video evidence may be requested by Lushfix management in some cases. The quality of the material should never be in doubt; we have the best materials for our Lushfix mats.

Human error is something we must take into account from time to time, If you do have a genuine issue after reading the installation email, and watching and following the installation Video, then you must contact support. We will request the information explained in the previous paragraphs.

4. Installation.

Simple fixing down issues is not considered a bad fit! The customer is responsible for fitting the mats correctly. They must be fixed in place using velcro only or plastic clips if required for your vehicle type. They will soon settle into position. Slight adjustments and compromises may need to be made in these areas to achieve a better fit. A couple of millimetres or centimetres out is not considered a bad fitting issue. Use some strong double-sided Velcro to get a secure fit and adjust if necessary to fit correctly.

 

Any evidence must be at least 10 images, be a clear, severely bad fit, and not be able to be fixed easily by manipulating the mats slightly. Simple fixing of issues is not considered a bad fit. The customer is responsible for fitting the mats correctly. They must be fixed in place using velcro and plastic clips until they settle into position. Slight adjustments and compromises may need to be made in these areas to achieve a better fit.

 

5. Fraudulent claims prevention.

Lushfix will not be held responsible for any shipments marked as delivered or attempted delivery by the courier whatsoever. If a parcel has been marked as delivered for whatever reason, Lushfix considers the order commitment fulfilled and will not be testified against. If the tracking number shows attempted delivery the customer must follow their redirection of mail process. We do not take responsibility for the redirection of customers mail under any circumstances. This is our policy to tackle fraudulent claims. No refunds or replacement orders will be sent if the delivery is marked as delivered to the correct address on the order number file. We will not accept any claims of undelivered packages after 8 weeks have past.; That is plenty of time to notify Lushfix support your order has not arrived. After that time your order will have been marked as delivered automatically by the couriers on our system if delivered, and tracking numbers may have expired.

The customer is responsible for reading the information clearly visible on the product page and provided in the website links about production and shipping times. We will not be held liable for late deliveries or how courier services conduct their operations.

We generally do not offer a refund policy on custom-made LUSHFIX mats and we cannot cancel any custom orders placed after 24 hours of the initial order. By making a purchase, you agree to confirm your custom order. You agree that you have entered your order details correctly at the time of purchase. Please note that all our mats are custom made to order to suit your individual vehicle, which you specify on your order form (terms in line with consumer contract regulation). This cannot be changed and Lushfix takes no responsibility for any change request made after 24 - 48 hours have passed. After this time any change request shall be invalid.

However, if a genuine error has been made by us, there is a process to find out exactly what the issue is. Upon receiving evidence of the customer's installations in the form of several full-view images and or videos, replacement mats can be issued due to severe manufacturing faults, severe manufacturing damage, or severely uneven fitting. Obviously, any small net storage holders on the driver's side or passenger's side will, of course, be covered if your vehicle has them. This is not considered a fault. We will go by the database drawing given by the manufacturer for your vehicle model.

In the rare instance that this occurs, please contact support to resolve the issue. Contact@lushfix.com

 

6. Evidence 

The evidence must be a clear, severely bad fit, and not be able to be fixed easily by manipulating the mats slightly. Simple fixing issues are not considered a bad fit or eligible for a refund or replacement. Creases are not a reason for concern or refund or replacement; they fade or disappear over time. They are considered a totally normal look with this ECO leather. 

 

7. I opened a dispute before contacting support.

If a customer opens a dispute with their payment provider before contacting support for help, we will not communicate further with this type of customer. We also get a chargeback, which we consider unnecessary. 

Our support team is here to help. If a dispute is opened, we shall follow the payment provider's policies and consider your case closed based on the decision of the 3rd party. We will provide a full report, and all the evidence we have as proof to disprove or prove your claim will be disclosed. There is no need to open a dispute; our support team are fantastic and will handle each case professionally and swiftly.

 

8. Dislike of colour or design:  

As each set is made to order for your vehicle, we are unable to accept return requests based on dislike of style or colour. You are responsible for picking the correct colour for your vehicle and making sure you like the product before you place your order. There may be slight shade differences due to the enhanced product pictures. You can ask for images by contacting us via email through our contact us page, or we also have a live chat that can respond to you within a few minutes, or a few hours during busy periods for any general questions you may have.

Return claims or replacements must be agreed upon between a customer and LUSHFIX Car Mats:

The product must be returned unused and undamaged in its original packaging.

If after delivery, a revision is required, we have the right to rectify the design.

If customers insist on returning custom-made products after we determine there is no issue after investigation; they will be subject to a re-stocking fee of 35% of the total amount of the original purchase price to cover materials and workmanship for your custom order.

 

8. My Mats Don't Fit My Vehicle: 7 days to report it and send the evidence:

You have 7 days from the date of delivery to notify us of any issues. The quality and fittings team will then respond via email, asking you to provide the required images for fitting issues. Send the images needed for our investigation if there is an issue after reading the reply from our quality experts. Any information you provide must be clear; a full written explanation must be submitted along with the image evidence. If insufficient evidence is presented and the 30 day limit for a replacement or return has passed. You will not be eligible for a refund or replacement. This is plenty of time to send this information to us, after that, we cannot assist you.

Seven days is plenty of time to install and check the fit of your installation. You must inform us of any fitting issues within that time. This time period is in place to help genuine customers and to help combat fraudulent claims. This is our policy and it shall be abided by in all situations where, on the rare occasion, there is a fitting issue. Delaying the submission of evidence or submitting insufficient evidence may result in the 30 day expiration period for a replacement, or the team determining there is no issue due to the incorrect or lack of evidence that has been submitted.

9. Investigation 

We only offer a replacement if we determine there is a severe fitting issue that cannot be rectified easily or a human error has occurred. We only replace once we determine that your evidence warrants a replacement and it is necessary. A replacement is rarely wrong if needed, so another set of replacements will not be issued. The fitting team will need both sets of packaging and return to investigate why there is a problem with a certain model type in this scenario. 

 

10. A slight quality issue on the underside of the mats.

Slightly untrimmed stitching on the overside of the mat can be easily trimmed, the mats are brand new and some threads may need trimming occasionally. Slightly untrimmed areas on the underside or overside of the mat do not qualify for a refund or replacement. Although we aim to provide the best quality in every aspect of our mats, The main areas are the top layer of Lushfix mats. 

Nobody will see the underside of your mats. If you are complaining about the underside, we will question whether this is a genuine claim or not. The quality of the mats once installed is the main concern for us. We provide the best quality materials for a fitting. The underside is exactly that. The underside area that nobody will ever see. Therefore, it should never be an issue. 

The customer is responsible for the cost of the return postage for the returned items in some circumstances. This policy is in place to help prevent fraudulent claims. Once the quality team has carried out their final investigation, they will determine what the quality issue was and a decision on a refund will be made.

10. I want a refund because my order is late and does not qualify for a refund.

11. I'm selling my car or my car is sold; it does not qualify for a refund.

12. I am moving residences; this does not qualify for a refund. Please note that we are not responsible for the redirection of parcels if the homeowner is not home to receive them. That is the responsibility of the customer. The customer must follow the redirection of mail that all residential addresses have in place if they are not home to receive their parcel. This includes moving residences.

13. Our right to refuse or dispute any claims.

If you claim our mats do not fit well or do not satisfy your needs; we will require photos of the mats inside your vehicle before any refund or return decision is made. Once the photos are received, our engineers, production team, and quality team will review the issues on an order by order basis. This is standard. If the mats have been used and show any kind of wear and tear, they are not eligible for a full refund or replacement. Lushfix reserves the right to refuse any customers claims based on our expert investigation reports.

 

14. Returns for opened payment provider disputes.

Please Note: You will be responsible for the return postage and packaging cost in certain situations. If you open a dispute without contacting support to allow us to help, you will not be eligible for a replacement. Only a refund will be issued once we are in receipt of the goods and have investigated the issue. In this case, you will be responsible for returning the goods.

A refund amount will only be issued once we have received the product back and checked it for damage and that it is unused. If satisfactory, you will then receive the refund amount within 14 days.

Please email contact@lushfix.com before shipping any items back. We will provide a shipping address and a return label that will need to be included with your shipment.

 

We advise you to return your product using a tracked delivery service.

Please be advised that we will not accept any returns or refund requests if your country's customs impose additional taxes on imports. We are not responsible for these taxes, and they need to be paid to the Customs Authorities in order to receive the products. Please consult your country's laws regarding customs and import taxes.

 

15. I want to cancel my order.

We allow customers to cancel their orders within 24 hours of placing them with us. Once 24 hours have passed, we will start manufacturing the product. At this point in time, cancellations are prohibited. 

We generally do not offer a refund policy on custom-made LUSHFIX mats and we cannot cancel any custom orders placed after 24 hours of the initial order. By making a purchase, you agree to confirm your custom order. You agree that you have entered your order details correctly at the time of purchase. Please note that all our mats are custom made to order to suit your individual vehicle, which you specify on your order form (terms in line with consumer contract regulation). This cannot be changed and Lushfix takes no responsibility for any change request made after 24 - 48 hours have passed. After this time any change request shall be invalid.

After 24 hours have passed (48 in some cases) Customers are not able to cancel their order if they decide after placing it that they do not want it. Once your order has been manufactured and is on its way to you, you must wait for delivery. Once delivered, we can discuss policies further. In all cases, a restocking fee of 35% for wasted materials used will be deducted from any refunds. This is a custom made item, the customer is aware of this at the time of purchase, therefore the customer shall be responsible for any cost for late cancellations in all circumstances.

  

A Polite Notice To Any Saboteur Wishing To Harm Our Company Unnecessarily.

We have algorithms in place to protect our company's integrity. They search the internet automatically for any deformation of character attempts and report them to us within 24–48 hours.

Defamation of character shall not be tolerated whatsoever within this company. This is a well-respected company, and this should be classed as totally unacceptable behaviour while we have such amazing support in place to offer all our customers.

We will issue defamation of character letters to the address of the defendant, and court proceedings will follow with fines of up to or exceeding £5000. In some instances, a loss of earnings of up to $50,000 may be pursued.

Our support team is fantastic. There is absolutely no reason to use deception of character against our company unless you are a saboteur or an internet troll. 

If a refund has been issued but the customer continues to behave in this manner, they will be treated as saboteurs, and court proceedings will follow. 

Unnecessary defamation of character includes but is not limited to:

1. Unnecessary social media posts on any platform.

2. Submissions to any other online review platform that isn't absolutely necessary.

3. A refund was issued, but the saboteur is intent on making a bad review.

4. We have replaced any issues with fitting, but a bad review is still made.

5. Complaints about courier services: We are not responsible for the way courier services conduct their business. 

6. Abuse of our support staff and slanderous words are used in correspondence with our support team.

7. The saboteur did not read the information provided; the information regarding shipping, tracking numbers from couriers, place of origin, and other important information is clear for all to see. It is the customer's responsibility to read the information provided.

We take character defamation very seriously, and it will be dealt with as such. These measures are in place to protect our company from competitor attacks, fraudulent reviews and posts, and also to protect our well-respected family company reputation.

Our head of the legal team is Gareth Jenkins. Contact details - GJattorneycali@gmail.com.

In all cases, he will be informed by management of any issues relating to the deformation of our company. Legal action WILL follow in your local jurisdiction in all cases. A local legal firm in the defendant's area will be contacted with our full reports before court proceedings follow.

 

Just added to your wishlist:
My Wishlist
You've just added this product to the cart:
Go to cart page