Returns / Refunds

Returns / Refunds

The Australian Trade Practices Act gives warranty and refund rights to consumers in Australia which CarMatsDirect is legally obliged (and happy) to honour. 

• If you have ordered the correct products for your specific vehicle model as per the product descriptions provided by CarMatsDirect and you receive the wrong items, CarMatsDirect will either replace the items or provide a full refund (including postage). Please note the items must be returned in original (re-saleable) condition if requested.
• If you wish to cancel your order, we are happy to provide a refund providing the manufacturing process of your order has not commenced.

All effort has been made in the checkout process to eliminate possible errors in selecting the correct items to match your specific model. If there are any discrepancies within product information you provide at checkout, CarMatsDirect will contact you directly to double check you have ordered the correct items for your vehicle.

Please ensure you order the correct product for your vehicle. If you have ordered the incorrect products for your specific vehicle model as per the product descriptions provided by CarMatsDirect, our policy is to not provide refunds or exchange. Our products are made to order to your requirements, therefore, it is unlikely we will be able to re-sell the product in a reasonable timeframe due to multiple variations in the product options such as vehicle make & model, colour and type of carpet.

To find out if your are entitled to a refund, contact CarMatsDirect through the "Contact Us" link in the menu. Refunds will be for the price you paid to CarMatsDirect for the item that is subject to a refund. You can elect if the refund is by direct debit to the credit card account you used when making the purchase. You can choose an alternative remedy to a refund. In these circumstances you may want an exchange, a credit note or to have the goods repaired.

You may be entitled to compensation if goods you purchased:

• were not of merchantable quality (i.e. a basic level of quality that would be reasonable to expect)
• were unfit for any purpose you made known to the seller, or can be inferred from the type of goods 
• did not match any description given of the goods (this would include corresponding with a photograph of the goods) 
• were not free from defects.

If the goods you have purchased fulfil any of these conditions then you may be entitled to a refund upon return of the goods.

You MUST provide proof of purchase by way of delivery documents and a receipt.

You are not entitled to a refund, credit or exchange if:

• You ordered the incorrect product for your specific vehicle make & model,
• The colour of the products you received did not look the same on the screen of your phone, tablet or computer,
• You did not read the product information on the website and made incorrect assumptions about what you were ordering
• You have incorrectly fit moulded carpet or vinyl,
• You changed your mind and the manufacture process has begun,
• You decided you no longer want the goods and the manufacture process has begun,
• You just don’t like them,
• You found you can buy the same or similar goods elsewhere for a cheaper price.

Is there a time limit for refunds? 
You need to approach us regarding a refund in what is called ‘a reasonable period of time’. There is no specific time limit for a refund. A reasonable period of time is determined by a court based on the goods, their use and any other relevant information. Statutory time limits in various State and Territory legislation for an action for breach of contract are also relevant.