Return policy

1. Custom-Made Mats Policy

All mats including Standard Floor Mats, Double Layer Mats, and Boot Mats are custom-made / bespoke / made-to-order specifically for your vehicle based on the details you provide.

Due to the bespoke nature of our mats, custom-made items are exempt from the standard right to cancel under UK Consumer Contracts Regulations.

By placing an order, you confirm that the mats are tailored exclusively to your vehicle’s specifications.

Refunds are not offered unless there is a proven manufacturing fault or a confirmed fitment issue based on the vehicle details provided by the customer.

All issues must be reported within 14 days of delivery. After this period, no replacement or refund will be offered.

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2. Other Products (Seat Covers, Accessories & Additional Items)

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3. Dislike of Style, Colour or Changed Preference

Returns and refunds are NOT accepted for:

• Dissatisfaction with stitch colour, pattern, or design

• Change of mind after delivery

• Finding a lower price elsewhere

• Concerns about material thickness or feel

• Complaints regarding door sill or step coverage

• Screen-based colour variations

• Creases resulting from packaging, folding, or the natural properties of the material are not considered damage or a manufacturing defect.

It is the customer’s responsibility to review all product details before purchase.

If unsure, customers must contact:

help@whipmats.com

before placing the order.

Preference-based returns are not accepted under any circumstances.

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4. Fitment Verification Policy (Mandatory for Mats)

If there is a concern regarding mat fitment, the following process is strictly required.

Required Evidence:

Customers must provide clear photos of:

• Entire front row floor area with mats installed

• Entire rear row floor area with mats installed

• Boot/trunk area with mat installed (if ordered)

Photo Rules:

• Good lighting

• Zoomed-out angle

• Full visibility of coverage

Close-up or unclear images will not be accepted.

Clips or Velcro performance is not considered a valid reason for return or refund.

Claims without valid visual evidence will not be processed.

If a customer refuses to install the mats, fails to provide requested images, or does not cooperate in the verification process, we reserve the right to decline any replacement or refund request.

Completion of this verification step is strictly mandatory.

All fitment issues must be reported within 14 days of delivery.

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5. Defective or Damaged Mats

If mats arrive defective or damaged:

• You must report the issue within 14 days

• You must provide your order number

• You must provide clear photo or video proof

Photo proof is mandatory.

We will first provide a free replacement set.

If a second replacement does not resolve the issue or is refused, a 50% craftsmanship and restocking fee will apply to any approved refund.

Refunds are only considered after replacement attempts have been made.

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6. Seat Covers (Semi-Universal Fit Policy)

Seat covers are semi-universal and designed to fit most vehicles. They are not custom-fit products. This is clearly stated on the product page.

Because they are semi-universal:

• Returns are not accepted for non-fitting purposes

• Exact fit is not guaranteed

• Refunds are not issued for seat covers

Seat Compatibility Disclaimer

Certain seat types are listed on the product page as incompatible. This may include:

• Sports seats

• Bucket seats

• Integrated headrest seats

• Modified seats

• Fixed armrest configurations

• Special edition seating

If a customer places an order despite incompatibility being stated on the product page:

No refund, cancellation, or return will be accepted.

By placing the order, you confirm that you reviewed compatibility information.

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Damaged Seat Covers

If seat covers arrive damaged:

• Report within 14 days

• Provide order number

• Provide clear photo proof

Free Replacement will be provided.

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7. Accessories & Additional Products

If any accessory or additional product arrives damaged:

• Report within 14 days

• Provide order number

• Provide clear photo proof

Free Replacement will be provided.

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8. Return Conditions (If Approved)

To be eligible for return consideration:

• Issue reported within 14 days

• Item unused

• Item undamaged

• In original packaging

• Verification process completed

Products used beyond installation testing are not eligible.

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9. Return Approval Process

All returns must be pre-approved.

Customers must complete our official Return Request Form before shipping any product.

Returns sent without written approval will not be accepted.

The official return address will be provided only after approval.

Return shipping costs are the responsibility of the customer.

Returned items remain the customer’s responsibility until received.

We recommend insuring high-value returns.

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10. Incorrect Vehicle Information

If incorrect or incomplete vehicle details are provided, or if the customer fails to respond to clarification requests:

• A refund or free replacement will not be issued

• A replacement may be offered, but shipping must be paid by the customer

Accuracy of vehicle and delivery details is the customer’s responsibility.

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11. Duplicate Orders

If duplicate orders are placed for any product, it remains the customer’s responsibility.

By completing checkout, you confirm your purchase.

We may attempt to contact you, but we are not obligated to delay production or fulfilment.

Once production or fulfilment has begun, orders cannot be cancelled.

For custom-made products, cancellation of duplicate orders is strictly not accepted once production starts.

If contacted before production begins, you may choose to:

• Proceed with both orders

• Modify the second order

• Assign it to another vehicle

If no response is received, all orders will be processed as placed.

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12. Refused or Unclaimed Packages

Refusing delivery is not a valid return method.

If you refuse delivery of your order:

The package will be returned to our overseas warehouse.

We will contact you regarding the refused delivery.

If no response is received, the package will be destroyed by the courier company.

No refund, replacement, or compensation will be issued for refused deliveries.

If a package is returned as uncollected, we may reship it once at our discretion. Processing and reshipping may take up to 60 days.

By placing an order, you agree that refusing delivery does not entitle you to a refund or cancellation.

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13. Address Accuracy and Delivery Responsibility

It is the customer’s sole responsibility to ensure that the shipping address provided at checkout is complete, accurate, and includes all necessary details (such as house/apartment number, street name, and postcode).

• Incomplete/Incorrect Addresses: If a delivery fails or is returned to us because of an incorrect or incomplete address provided by the customer, we are not liable for the loss of the package.

• No Refunds for Address Errors: As our mats are custom-made, no refunds or cancellations will be issued for orders that cannot be delivered due to customer-provided address errors.

• Courier Disposal: If a package is held by a courier due to an incomplete address and the customer fails to provide the correct details within the courier’s holding period, the package may be destroyed or abandoned. In such cases, no refund or replacement will be provided.

 

We’re here to help. If you have any questions about your order, our products, shipping, or returns, please don’t hesitate to get in touch.

Email: help@whipmats.com

We aim to respond within 24 hours (Monday–Friday).

Phone:  +447988522658

Support Hours: Monday – Friday, 9:00 AM – 5:00 PM (UK time)