Return policy

All floor mats (including Standard, Double Layer, and Boot Mats) are custom-made to order based on the vehicle details provided at checkout.

custom-made or personalised items are exempt from the standard 14-day cancellation right.

However, customers are still entitled to a remedy if the item is:

  • Faulty
  • Damaged
  • Not as described
  • Incorrect based on the vehicle details provided

Reporting Issues

If you experience any issue, please contact us within 14 days of delivery and provide:

  • Your order number
  • Clear photo evidence showing the issue

We may request additional images to assess fitment or product concerns.

Resolution

Where a genuine issue is confirmed, we will offer one of the following:

  • Free replacement
  • Repair (if applicable)
  • Full or partial refund where appropriate

2. Non-Custom Products (Seat Covers, Accessories, etc.)

Products such as seat covers, steering wheel covers, and accessories are not custom-made.

You have the right to cancel your order within 14 days of receiving your item.

Return Conditions

To be eligible for a return:

  • Item must be unused and in original condition
  • Returned in original packaging
  • Not damaged after delivery

Refunds

  • Refunds will be issued after the returned item is received and inspected
  • Original delivery costs are refundable (standard shipping only)
  • Return shipping costs are the responsibility of the customer unless the item is faulty
  • 7 days processing refund.

3. Fitment & Product Information

We aim to ensure all products match the specifications provided.

For custom mats:

  • Fitment depends on the accuracy of the vehicle details submitted
  • If a fitment issue occurs, we may request photos to verify the problem

We will always work with you to find a fair resolution where an issue is confirmed.

4. Damaged or Faulty Items

customers are entitled to goods that are:

  • Of satisfactory quality
  • Fit for purpose
  • As described

If your item arrives damaged or faulty:

  • Contact us within 14 days of delivery
  • Provide your order number and photo evidence

We will arrange:

  • A replacement, or
  • A full refund if a replacement is not suitable

5. Returns Process

All returns must be requested before sending items back.

To request a return:

We will provide return instructions and the correct return address.

Please do not send items back without prior approval, as this may delay processing.

6. Order Accuracy & Customer Responsibility

Customers are responsible for providing:

  • Correct vehicle details
  • Accurate delivery address

If incorrect information is provided, we will work with you to find a suitable solution, which may include a replacement at a reduced cost.

7. Delivery & Unclaimed Parcels

If a parcel is returned to us due to:

  • Failed delivery attempts
  • Incorrect address
  • Not being collected

We will contact you to arrange:

  • Re-delivery (additional shipping charges may apply), or
  • A refund minus any incurred delivery/return costs

8. Contact Information

If you have any questions, please contact us:

  • 📧 Email: help@whipmats.com
  • 📞 Phone: +44 7988 522658
  • 🕒 Support Hours: Monday – Friday, 9:00 AM – 5:00 PM (UK time)

We aim to respond within 24 hours.