Returns

Our refund policy is 30 days. Unfortunately, we can’t offer you a refund or exchange after this period. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. We do not offer a refund policy on custom-made bespoke mat items and an order cannot be canceled once you have made a custom order with us – 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) 

Please Note: If after a 30 day period from your initial transaction you are offered a partial or full refund for any reason agreed between the customer and us you must agree that you will have to use or set up a PayPal account in order to receive the refund. Please be aware that any payment gateway fees taken on PayPal are non-refundable. Therefore, when requesting a refund before production begins, the item’s cost will be refunded, but the payment gateway fee will not be included in the refund.

Securing Methods and Fitting Issues:

Fitment issue is when the mats do not settle properly on the floor area of your vehicle or are not designed according to your car’s floor specifications. To assess this, customers must provide clear photos showing that the mats do not align or fit as per their vehicle floor.

Please understand: Clips and velcro are optional support tools provided to help secure the mats and prevent them from moving. They are not part of the main custom mat product, and performance of velcro or clips does not qualify as a fitting issue.

Refunds or replacements are only considered if the mats are proven not to match the floor design of your specific vehicle or do not settle correctly on the floor area. Any concerns regarding clips or velcro will not be treated as valid refund or return reasons.

Dislike of color or design:  

As each set is made to order for your vehicle and we provide custom-made service, we are unable to accept return requests based on dislike of style or color or finding a cheaper option elsewhere. You are responsible for picking the correct color for your vehicle and making sure you like the product before you place your order. You can ask for images and videos at support@Toughmats.co.uk to make sure our car mats are exactly as you want them. Return claims must be agreed upon between a customer and ToughMats:

  1. Product must be returned unused and undamaged in its original packaging.
  2. If after delivery a revision is required we have the right to rectify the design.
  3. 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.
  4. Please note that if a refund is requested during the production process of your custom car mats, a 35% workmanship fee will be deducted to cover the cost of materials and workmanship for your order.

ORDERING:

Important note it is the customer’s responsibility to make sure that the vehicle details and delivery address is correct when making a purchase. Toughmats will not be held responsible for any custom made products that are wrong or for any delivery address mistakes.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@Toughmats.co.uk and send your item to Our Factory address, given by Support Team (in case – the address is not provided), it needs to be sent to 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ UNITED KINGDOM.

Shipping

To return your product, you should mail your product to Our Factory address, given by Support Team (in case – the address is not provided) it needs to be sent to 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ UNITED KINGDOM please confirm the address before you send the item back to us. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.