Terms of Sale
Returns & Refund Policy (Summary)
All Car Mats Customs products are made to order based on your selected vehicle model or product configuration.
Because of this, orders cannot be cancelled or returned once production has started.
As our products are made-to-order, we do not accept returns for change of mind or subjective reasons such as dissatisfaction with quality, material feel, appearance, or expectations.
However, we are committed to customer satisfaction and will provide a replacement or appropriate resolution in the following cases:
- The product is defective or damaged upon arrival
- The product does not match the intended vehicle compatibility
In such cases, customers must contact our support team with relevant details and photo documentation.
We do not offer returns or refunds outside of the cases listed above.
Please refer to the full Terms of Sale below for complete details.
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Terms of Sale
In these Terms of Sale, the expressions "we", "our", "us", "Seller" and "Car Mats Customs" are a reference to Spirit Stream ApS.
Please read and understand our store's Terms of Sale before any purchase. We take stringent measures to ensure that the customized car mats delivered to you are in perfect condition. All customized Car Mats Customs products are made to order and are generally non-refundable once production has commenced, except as expressly stated in these Terms of Sale.
General Information
Car Mats Customs is a sub-brand of:
Spirit Stream ApS
Hammerensgade 1
1267 København K
Denmark
CVR: 39656930
Customer Support
All orders and all inquiries are handled by our customer support team, that can be reached anytime at support@carmatscustoms.com
Delivery and Shipment
We ship orders Monday–Friday. We require 5–7 business days processing time to produce your order before we ship.
For customers within the United States, your order normally arrives within 5 - 10 business days after processing time via FedEx or UPS. We ship other international orders via EMS and local postal services. Average delivery time is 10 - 20 business days depending on your location.
For detailed timetables please visit our shipping information page here: https://www.carmatscustoms.com/pages/shipping-information
Orders that have not arrived within 90 days or are claimed lost by the carrier, will be resent or issued a full refund. Please contact us at support@carmatscustoms.com with your order number.
Where are we shipping from
Car Mats Customs is an EU-based company. However, all our products are shipped from our production facility in Shanghai, China.
International Shipments
Please note that international shipments may be subject to import taxes and duties levied by customs authorities in some destination countries. When customs security checks are required, it can cause delays beyond the original delivery timelines. Depending on a country’s import laws, international orders may also be subject to extra taxes upon delivery.
NOTE: Car Mats Customs and its third-party courier affiliates are NOT responsible for any extra charges incurred during transit.
Recipients of orders will be responsible for all import taxes and customs duties levied by their respective destination countries. All taxes are imposed by government custom authorities; thus, they receive 100% of these charges. Failure to pay the applicable fees will result in further delays in the shipping process – parcel may be held up for up to 90 days. This will, in turn, significantly delay the processing of your return/refund request or disqualify you from Car Mats Customs Refund Policy.
Refund or claim
The Customer has 100-day right of return after delivery.
To be ELIGIBLE for a refund or claim, your product(s) must meet these requirements:
All products need to be returned to Car Mats Customs to receive a refund.
Car Mats Customs
Hammerensgade 1
1267 København K
Kingdom of Denmark
The product must be in original condition and undamaged in its original packaging to be returned to Car Mats Customs.
We reserve the right to modify the specifications and designs of our product when required after delivery.
We cannot accept returns or exchanges for custom-made car mats due to incorrect orders, changes in preference regarding style, fit, or color, event cancellations, or any other reason.
Product(s) faced with fitting issues or complications/damages caused in transit, will be ELIGIBLE for free revision to the specifications of the product(s). If a customer wish for a refund instead, we require the mats to be returned to us.
If defects are found in the sale in relation to the contractual obligations, Car Mats Customs has, at our own choice, the right to (i) make a replacement or (ii) remedy these defects by making an adjustment, repair or complete or partial replacement. In that case, the Buyer shall not be entitled to cancel the purchase.
Car Mats Customs is thus also entitled to make a replacement or remedy after the agreed delivery time and regardless of whether such a replacement or remedy may entail costs and / or inconvenience for the buyer, cf. section 49 of the Danish Purchase Act.
If Car Mats Customs has not made a replacement or remedy within 45 days after the complaint has occurred, the Buyer must, however, be entitled to cancel the purchase. Car Mats Customs require the original mats to be returned to us to process the refund.
Shipping Returns
Please note that due to high shipping rates, we DO NOT offer free returns for all orders. We also do not provide shipping labels for returns. As such, customers will be responsible for paying the postage, duty, tax and packaging costs for returning their product.
Once your product is received, we will inspect it. If the product is found to be unused and in its original condition, your return will be approved. Then your refund will be processed, and a credit will automatically be applied to your original method of payment, within 14 days.
To initiate a return, please send an email to support@carmatscustoms.com. We'll send you our Danish shipping address and Return Code to be included in your shipment. We strongly recommend that you use a secure and trackable shipping service, as Car Mats Customs is NOT responsible for products lost in transit.
International Custom Duties
Please note that an international shipment may be subject to import taxes, which are imposed once a shipment gets to a country. Car Mats Customs has no control over these charges, and we will NOT accept any return or refund requests as a result. These additional charges are deemed your responsibility. When not cleared, import duties can cause delays beyond the original delivery timeline.
Please note that we are NOT responsible for any customs delays incurred by your preferred shipping service in delivering your return back to us. As such, we strongly recommend you contact your local customs authorities for more information regarding import taxes.
Car details and shipping address errors:
Please note that customers are solely responsible for inputting their correct car details and shipping address when placing an order.
If a custom-made order has been incorrectly manufactured and shipped, Car Mats Customs will NOT be responsible for bearing the production costs of a new item or redirecting the shipment to the correct address.
Cancel my order
Every car mat we manufacture is exclusively custom-made to a customer's car specifications. Hence, we only accept cancellation or amendment requests within 24 hours of the order placement.
NOTE: Cancellations are subject to a transaction processing fee of 15% per order. This fee(s) covers all costs associated with the payment process and re-stocking if any. You must contact our customer service team at (support@carmatscustoms.com) to modify or cancel your pending custom order.
Once a custom order has been placed, it CANNOT be changed/cancelled if you change your mind about something. Once it has been manufactured and shipped directly, you'll need to wait until you receive the item to talk over refunds and return accommodations with our service team.
Prices and payment
All prices are in USD. The total price you accept when you place an order, is the amount that will be deducted from your account to us. We are not responsible for any currency conversion fee or other fees that might be charged from your bank/credit card company upon purchase. When you purchase through our website the total amount will deducted from your account the same day.
Our website accepts payments from Visa, Mastercard and PayPal.
Prices for our products are subject to change without notice.
We reserve the right at any time to modify or discontinue the products (or any part or content thereof) without notice at any time.
We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of our products.
Privacy
We understand and respect the users privacy on the internet. We will not forward information about our customers/users to any 3rd party unless it is necessary for a transaction to happen. We will not sell your name, address, email address, credit card or personal data to any 3rd party without your consent. You can read more about our privacy policy here: https://www.carmatscustoms.com/policies/privacy-policy
Warranty
All products come with a 2-Year Warranty covering manufacturing defects.
If your item arrives damaged, defective, or with a fitment issue, please contact our support team within a reasonable time after delivery.
To process any warranty claim, we require:
- Clear photos and/or videos of the issue
- A brief description of the problem
Once verified, we will provide a replacement at no additional cost.
Resolution Process
We resolve all valid warranty claims through replacement of the affected item.
- Returns are not required unless explicitly approved by our team
- We do not provide return labels for unverified claims
- Refunds are only issued if a replacement is not possible
Exclusions
This warranty does not cover:
- Incorrect orders placed by the customer
- Normal wear and tear
- Damage caused by misuse, improper installation, or external factors
Legal Notice
This warranty is provided in addition to your statutory rights under applicable consumer law.
International Sales
Customers outside Denmark acknowledge that international shipments may be
subject to customs inspections, delays, or additional charges imposed by local
authorities, which are outside our control.
Governing Law
These Terms of Sale and any dispute or claim arising out of or in connection with them
shall be governed by and construed in accordance with the laws of Denmark,
without regard to its conflict of law principles.
Jurisdiction
Any dispute, claim or proceeding arising out of or in connection with these Terms of Sale
shall be subject to the exclusive jurisdiction of the courts of Denmark.
Class Action Waiver
To the fullest extent permitted by law, all claims and disputes arising out of or
relating to these Terms of Sale or the use of our products must be brought in an
individual capacity only, and not as a plaintiff or class member in any purported
class, collective, or representative action.
Alternative Dispute Resolution
If a court of competent jurisdiction determines that the exclusive jurisdiction clause
above is unenforceable, any dispute shall be resolved through binding arbitration,
conducted in English, on an individual basis, and not in a class or representative action.
Limitation of Liability
To the fullest extent permitted by applicable law, Car Mats Customs shall not be liable
for any indirect, incidental, consequential or special damages, including but not limited
to loss of profit, loss of revenue, or loss of use, arising out of or related to the use of
our products.
Our total liability shall in all cases be limited to the amount paid for the product
that gave rise to the claim.
Product Use and Liability Disclaimer
Our products are designed solely for interior automotive use and are not safety devices.
To the fullest extent permitted by applicable law, Car Mats Customs shall not be liable
for any personal injury, bodily harm, or property damage arising from improper installation, misuse, modification, or use outside the intended purpose of the product.
Manufacturing Disclaimer
Car Mats Customs acts as a seller of custom-made automotive accessories.
Car Mats Customs does not manufacture products directly. Manufacturing is performed by third-party facilities. Liability, if any, shall be limited as set forth in these Terms of Sale.
Severability
If any provision of these Terms of Sale is found to be unlawful, void, or
unenforceable, such provision shall be deemed severable and shall not affect
the validity and enforceability of the remaining provisions.
Changes
You can review the most current version of the Terms of Service at any time at this page.
We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.
We reserve the right to make changes to our Terms of Sale at any time, where permitted by applicable law.