Returns & Refund Policy

At Toughmats UK, every set of mats is custom-made / bespoke / made-to-order specifically for your vehicle based on the details you provide. As such, we follow a clear and transparent return, refund, and exchange policy as outlined below.

1. Custom-Made Product Policy

All our mats are custom-made / bespoke / made-to-order to fit your vehicle’s specific model and year, using your provided information.

Due to the bespoke nature of the product, we do not offer refunds for custom-made items unless the item is defective or does not match the specifications confirmed in your order.

Policy Clause:

“We do not offer a refund policy on custom-made bespoke mat items unless there is a proven fault with the product or a confirmed fitment/design issue based on the customer’s provided car details.”

2. Dislike of Style, Color or Changed Preference

As each mat set is custom-made to fit your specific vehicle and selected preferences, we do not accept returns based on:

  • Disliking the selected Stitch Colour, pattern, or overall style after receiving the mats
  • Changing your mind or preference after receiving your mats
  • Finding a similar product at a lower price elsewhere

However, if you wish to make changes to the colour, stitching, or pattern design of the mats, you may do so within 2–3 days after placing your order, provided that production has not yet started. For such requests, please contact our support team via WhatsApp at +447828473345 or email us at support@toughmats.co.uk as soon as possible.

Responsibility Clause:

“It is your responsibility to ensure the selected colour and pattern design match your expectations before placing an order. To help with your decision, you may request actual product images of our car mats by contacting us via WhatsApp at +447828473345 or email us at support@toughmats.co.uk.”

IMPORTANT NOTE: We strongly encourage customers to review their selections carefully before finalising their purchase, as our mats are tailor-made and are not eligible for return based on preference changes.

3. Fitment Verification Policy

We stand by the precision of our custom-fit mats, but if there is a concern with the fitting, the following applies:

To Raise a Fitment Claim:
Customers are required to provide clear photos of the following:

  • Entire front row floor area with mats installed
  • Entire back row floor area with mats installed
  • Boot/trunk area with mat installed (if ordered)

Photo Guidelines:

“All photos must be taken in good lighting and from a zoomed-out angle to clearly show the overall fit and coverage. Close-up or unclear photos will not be accepted.”

Please Note:

  • Clips or Velcro performance is not a valid reason for return or refund. These are optional supports and not part of the primary fitting mechanism of the mats.
  • If the mats are confirmed not to match your vehicle’s specifications, the customer has the option to request either a remake or a refund, depending on their preference.

IMPORTANT:

  • Claims submitted without valid visual evidence will not be processed.
  • Photos are mandatory for verifying any fitment concern.
  • If a customer refuses to install the mats, fails to provide the requested images, or does not cooperate in the verification process, we reserve the right to decline any refund, replacement, or dispute claim.

Completion of this verification step is strictly mandatory. No return, remake, or refund will be considered without it, under any circumstance.

4. Defective or Damaged Items

We only replace items if they are defective or damaged upon delivery.

Steps to report a damaged item:
Send an email to sales@toughmats.co.uk with:

  • Your Order Number
  • Description of the issue
  • Clear photos showing the defect or damage are required

Our team will assess the condition and respond within 2-5 working days.

If approved, we will either:

  • Replace the item, or
  • Offer a partial/full refund, depending on the issue.

5. Return Conditions

To be eligible for a return or refund, all of the following conditions must be met:

  • Mats must be unused, undamaged, and returned in their original packaging.
  • Return requests must be made within 30 days from the date of delivery.
  • Returns are accepted only if:
    > The mats do not match the vehicle specifications provided by you or confirmed by us.
    > The mats have manufacturing defects or were damaged during transit.

All returns for fitment-related reasons must comply with our Fitment Verification Policy outlined in Section 3.

Please Note: Returns due to change of mind, design preference, colour selection, or vehicle/interior changes after order confirmation will not be accepted under any circumstances.

6. Return Procedure & Inspection Process

a) Approval Before Return

  • All returns must be pre-approved by our support team.
    Important: Fitment-related returns will only be considered if the verification steps in Section 3 have been fully completed and approved by our team.
  • Once approved, mats must be returned to the factory address provided by our team.
  • In certain cases (if confirmed by us via Email), mats can be returned to:
    71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, UNITED KINGDOM

Important: Return shipping costs are the customer’s responsibility unless the return is due to our error.

b) Inspection & Resolution

  • Once returned mats are received, our production team will conduct a full inspection.
  • If it’s confirmed that the mats don’t match your vehicle specs or have manufacturing defects,
  • you can choose either:
    > A full refund, or
    > A remake of the mats.

c) Invalid or Unjustified Returns

If a return is initiated without valid reason (e.g., no manufacturing defect or fitting issue confirmed), a 35% restocking fee will be applied to cover materials and workmanship costs.

Failure to follow the verification or approval process — including not providing required images or initiating a return without written consent — will result in rejection of the return and loss of any refund or replacement eligibility. In such cases, we reserve the full right to decline any dispute resolution, including chargebacks or claims made through payment platforms.

Always contact our team before attempting a return to ensure the correct process is followed.

7. Cancellation During Production

If a cancellation is requested after your mats have entered production (typically within 2 days of placing the order), a 35% workmanship fee will be deducted from your refund.

Please Note: We encourage customers to contact us within 2 days of placing the order to request a full cancellation. You can reach us via WhatsApp or email.

8. How to Contact Us

For any questions regarding returns, cancellations, or refunds, please contact our support team: