Refund policy
Love It or Peace of Mind
Every CarMatsCulture order is made to help your vehicle feel cleaner, more comfortable and more considered. We want you to order with confidence, which is why we offer a 100-Day Peace of Mind Return Policy for eligible change-of-mind returns.
100-Day Change-of-Mind Returns
If you change your mind, prefer a different style or decide the product is not right for you, you may request a return within 100 days of delivery.
To be eligible, mats must be clean, undamaged and returned with all supplied parts. A careful indoor or in-vehicle fit check is fine. However, mats that have been materially used, soiled, cut, altered, damaged or exposed to excessive wear are not eligible for a change-of-mind return.
Please contact us before sending anything back. For eligible change-of-mind returns, return postage is the customer’s responsibility. Where mats have been test-fitted, returned without their original packaging, or require cleaning or repacking, a restocking fee of up to 25% may apply. We will confirm any applicable fee before you send the item back.
Eligible refunds are returned to the original payment method within 10 business days after the item has been received, inspected and approved. Original delivery charges are not refundable for a change-of-mind return unless we agree otherwise.
Made-to-Order and Non-Standard Orders
Because these products are made specifically for an order, the 100-Day Change-of-Mind Return Policy does not apply to:
•personalised or specially customised mats;
•mats in special-edition colours;
•orders for vehicles manufactured before 2015;
•special-edition, imported, modified or non-standard vehicle configurations; and
•optional shipping-protection or extended-warranty services once supplied.
If your vehicle is not clearly listed, has unusual seating or floor features, or is a special edition, please contact us with the vehicle details before ordering. We are happy to help confirm the most suitable option.
Fitment Guidance
CarMatsCulture mats are made for the vehicle make, model, year, body style and configuration selected at checkout. The intended coverage is shown in the relevant product images and description.
For safe use and normal installation, there may be clearance around pedals, seat tracks, floor vents, trim edges and other moving components. Unless a product page specifically shows otherwise, mats are designed to cover the primary floor area and are not intended to cover every vertical trim surface or the transmission tunnel.
A preference for a different coverage style, or for coverage that was not shown or promised on the product page, is treated as a change-of-mind request. It is not, by itself, a fitment issue.
If You Have a Fitment Concern
If you believe the mats do not match the vehicle configuration selected at checkout, please contact us as soon as reasonably practicable with your order number, vehicle details and clear photos of the installed mats and the area of concern. Please do not cut, alter or dispose of the mats before we have reviewed the issue.
We may ask you to complete reasonable installation or settling checks before assessing the concern. If the mats do not match the selected vehicle configuration, are materially different from the product description, are incorrect, or have a product issue, we will work with you to provide an appropriate solution.
Damaged or Incorrect Items
If your item arrives damaged, incorrect or with a manufacturing issue, please contact us promptly. Include your order number, clear photos and a brief description so we can resolve the matter quickly. Depending on the issue, the appropriate solution may include a repair, replacement, refund or another practical resolution.
Your Consumer Rights
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Contact Us
For a return, exchange, fitment question or order support, please contact the CarMatsCulture support team through our Contact Us page. Include your order number and we will guide you through the next steps.