Terms of service
Placing an Order for Tailor Made Products Our Made to Order Policy
Please be careful when placing your order for tailored car mats. Our systems are fully automated and we are not able to change your order once it has been made. If you have ordered incorrectly, please login to manage your order and select 'Cancel Order' immediately.
All of our mats are made to order and are cut to the CAD pattern that we display on the web site. The pattern - or car mat image - is displayed to illustrate the exact shape of the mats and the position of the clips that are used to secure your mats into place. Details of the fixing clips, including images and descriptions are shown in technical specifications tab, along with information about the weight and construction of all of the materials that we use. It is important that you read this information and check the pattern of the mats and fixing type, before committing to purchase the mats. If you are unsure of the fit from the image shown, we offer a FREE template service whereby we send a life-size template of the car mats. Please contact us for this service.
If you are unsure about the colour or type of material that you would like us to use when making your mats, please request a FREE material sample which will be send out to you via first class post.
Please note that we hold no physical stock of car mats, instead we hold the raw materials that allow us to produce a product, to your exact requirements. This allows you the flexibility to select a specific carpet material, colour and thickness, which will then be cut to match the shape and size of the footwells of your vehicle, using the CAD pattern shown on the site. You have the facility to select from various options of carpet qualities, material types, colours of carpet. You can also request a different edge colour, to match your vehicle. We also provide an option for the addition of a logo or personal text. This allows the product to be made specifically for you and your vehicle.
All mats, other than standard black mats with a black trim, are classed as tailored products and are manufactured to an individual customers requirements / specifications. Tailored products that have been customised from the basic black mat with black trim can not be returned, refunded or exchanged if ordered in the wrong size, with incorrect fixings or if the order has been placed for the wrong make / model / or year.
Made to order, tailored products are not covered by the Distance Selling Regulations (DSR). For clarification any car mat set, other than Standard Black Carpet with Black Trim is a Customised /Tailored Product, made to the Customers Specification and can not be returned or exchanged.
Please also note that we are not able to accept the return of tailored car mats where orders have been placed incorrectly, ie for the wrong year or model of car, or where fixings do not match the fixings in your vehicle.
Returns for Tailor-made Products
We operate a no quibble returns policy where the mats are not as described, where the wrong mats have been sent, where there is any issue with the quality of the mats or of their manufacture.
Please contact us within 7 days of placing your order.
Tailor-made or customised products cannot be returned, exchanged, or refunded if:
- The wrong make/model/year was selected
- The wrong fixings were chosen
- The mats were ordered in the wrong size or shape
This is in accordance with the Consumer Contracts Regulations 2013, which excludes bespoke goods from return rights.
Faulty or Incorrect Goods
Please contact us immediately if you receive faulty or incorrect goods. We will resolve the issue in line with your legal rights. Faulty items will be replaced or refunded once assessed.
Common Return & Refund Queries – Examples
To clarify our position on frequently asked return/refund requests, please note the following:
Colour Mismatch: We cannot accept returns where the colour of carpets or trim does not match your vehicle’s interior. We do not match colours based on car registration, make, or model. Colours are clearly shown in product images on our website, and samples are available on request.
Delivery Delays: We cannot accept refund requests for slight delivery delays. All mats are made to order, and manufacturing times can vary depending on demand and availability.
Rubber Odour in Industrial Rubber Mats: Returns will not be accepted due to the rubber smell of our Industrial Rubber Mats. These are made from commercial-grade rubber, which may have an odour that naturally fades over time.