Returns Policy

Last updated: 5 December 2025

At The Car Mat Guys, we get that sometimes things don’t work out first go. Whether you’ve changed your mind, ordered the wrong thing, or something isn’t right, we’ve got a straightforward returns process to help you out.

To start a return, please contact our support team at helpme@thecarmatguys.com. We’ll guide you through the right option for your situation and provide return instructions.

1. How to start a return

1. Email helpme@thecarmatguys.com with:

• • your order number
  • the item(s) you want to return
  • the reason for return
  • photos if the item is faulty, damaged, or doesn’t fit as expected

2. Our team will assess your request and confirm the next steps.

3. If approved, we’ll send you:

• • a Return Authorization,
  • the correct return address, and
  • a return label if your return qualifies for prepaid shipping.

Please do not send items back without approval, as we may not be able to match unapproved parcels to your order.

2. 100-Day Change-of-Mind Returns

We offer a 100-day change-of-mind return window from the date you purchased, in addition to your rights under consumer law.

You can request a refund or exchange if you:

• bought the wrong item
• no longer need it
• simply don’t want it anymore

Change-of-mind conditions

To be eligible:

• Items must be unused, in “as-new” resalable condition.
• All parts/pieces must be returned together and complete.
• Items must be returned within 100 days of purchase (received by us within that period).
• Please re-pack the goods securely the way they arrived. Don’t stick labels directly onto product packaging unless that’s how it was delivered to you. Put the boxed item inside a satchel/carton and attach the label to that outer packaging.

Postage for change-of-mind returns

• You cover the return shipping cost.
• If you choose an exchange, we’ll cover shipping of the replacement item back to you.

Returns that don’t meet these conditions may be declined and sent back to you unless we approve an exception in writing beforehand.

3. 100% Fitment Guarantee

We guarantee that our products will fit the vehicle described on our website and shown in your order confirmation.

If your product doesn’t fit as stated, you can choose:

• a refund, or
• an exchange to the correct item.

Fitment guarantee conditions

To help us sort it quickly, we may ask for:

• clear photos showing the fitment issue
• a photo of the vehicle area where the product should fit
• your vehicle details (model, year, variant)

Please don’t use the product if it doesn’t fit — keep it in “as new” condition for return.

Postage for fitment returns

• We cover all return and replacement postage costs under this guarantee.
• Your approved return will include a prepaid label and the return address.

4. Faulty, damaged, or incorrect items

If your order arrives:

• faulty
• damaged in transit
• not as described
• or you received the wrong item

…please contact us as soon as possible so we can fix it fast.

In these cases:

• you’ll be offered a repair, replacement, exchange, or refund depending on the situation, and
• we cover return postage costs.

We’ll provide the return address and instructions once your return is approved.

5. Refunds & processing time

Once your return arrives back with us:

• we inspect it within 3 business days
• if approved, refunds are issued to your original payment method

Refund timing:

• card/PayPal providers typically process refunds in 3–10 business days after approval (timing varies by bank).

If you’ve requested an exchange, we’ll dispatch the replacement once your return is approved (or sooner where fitment/fault is confirmed).

6. Items returned after dispatch

As noted in our Shipping Policy, orders can’t be cancelled once dispatched.

If you no longer want the item after dispatch, you can still return it under the relevant policy above once it arrives.

7. Your rights under Australian Consumer Law (ACL)

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You’re entitled to:

• a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage; and
• a repair or replacement if the failure is minor and can be fixed within a reasonable time.

These rights apply regardless of any separate store return policy.

8. Warranty claims

All products are backed by warranties relevant to their category, in addition to ACL rights.
If your product wears out or fails during its warranty period:

1. Email helpme@thecarmatguys.com
2. Include your order number and clear photos of the issue
3. We’ll confirm the warranty outcome and arrange a repair or replacement as appropriate

Warranty claim return shipping (where needed) is covered by us, and we’ll provide the return address and label after approval.

9. Contact us

For any return, fitment, or warranty help, reach out to:
helpme@thecarmatguys.com