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Refund Policy

In the rare circumstances, there are certainly serious issues with quality, we do offer refunds on the return of the items, proof and evidence must be shown in the way of images, or video sent to the support email for investigation. Human error is something we must take into account from time to time.

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. The customer is responsible for entering their vehicle details correctly in all circumstances.

Simple fixing down issues are 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 areas to make a better fit.

The customer is responsible for the cost of the postage for the returned items. 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.

I want a refund because my order is late does not qualify for a refund; I'm selling my car or my car is sold; does not qualify for a refund. 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 shall not be responsible for late deliveries and how courier services conduct business.

We generally do not offer a refund policy on custom-made LUSHFIX and we cannot cancel any custom orders placed after 2hrs of the initial order– by making a purchase you agree to confirm your custom order. 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 contracts regulation)

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

The evidence must be clear, severely a bad fit, and not able to be fixed easily by manipulating the mats slightly. Simple fixing down issues is not considered a bad fit or eligible for a refund.

 

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 unessacary. 

Our support team are here to help. If a dispute is opened, we shall follow the payment provider 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 shall be disclosed. There is no need to open a dispute, our support team are fantastic and will handle each case professionally and swiftly.

 

Dislike of color 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 color. You are responsible for picking the correct color for your vehicle and making sure you like the product before you place your order. There maybe slight shade differences due to the enhanced product pictures. You can ask for images and videos by contacting us via email through our contact us page. We also have a live chat that can respond to you within minutes for any general questions you may have.

Return claims must be agreed 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 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.

My Mats Don't Fit Well:

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 and or a return before ANY refund or return is processed. Once the photos are received our engineers and production 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 & tear, the mats are not eligible for a full refund.

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 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 the product 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 Return code 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 customs will impose additional taxes on imports. We are not responsible for these taxes and they need to be paid to Customs Authorities in order to receive the products. Please consult your country's laws regarding customs imports taxes.

Fraudulent claims prevention
Lushfix will not be held responsible for any shipments marked as delivered 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. 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.

I want to cancel my order

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

Customers are not able to cancel their order if they decide after placing the order that they do not want it. Once your order is being manufactured and it's on the way to you, you must wait for delivery. Once delivered we can discuss policies further.

Any evidence must be at least 10 images,  be clear, severely a bad fit, and not able to be fixed easily by manipulating the mats slightly. 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 and plastic clips until they settle into position. Slight adjustments and compromises may need to be made in areas to make a better fit.

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