Refunds & Returns
Our Policy
Your rights & responsibilities when requesting a return or refund
At Knox Auto Carpets, we pride ourselves on delivering high-quality, made-to-order products backed by excellent customer service. While we strive to ensure every order is completed accurately and to your satisfaction, we understand that there may be rare occasions where a return or refund is necessary.
Eligible for Return
You may request a return or refund within 30 calendar days of your purchase date if:
- You received the wrong product (not what you ordered)
- Your item is damaged or defective, with supporting photo evidence provided via email
Return Conditions
To be eligible for a return or refund:
- The item must be unused, in its original condition, and returned in the original packaging
- You must provide a valid invoice number or other proof of purchase
Non-Returnable Items: Change of Mind or Customer Error
Because all our carpets are custom made to order, we are unable to offer refunds or exchanges due to change of mind or incorrect information supplied at the time of ordering. This includes, but is not limited to:
- Choosing the wrong vehicle make or model
- Selecting an incorrect colour or carpet pile type
- Ordering a carpet and later deciding you no longer want or need it
It is the customer's responsibility to ensure all order details are correct before placing the order. We strongly encourage you to review your vehicle specifications and product selections carefully, and contact us with any questions before ordering. We are here to help and are happy to provide assistance to ensure you choose the correct carpet for your vehicle.
How To Request a Return
1
Contact Us
Get in touch with your order number, a detailed explanation of the issue, and supporting photo evidence if the item is damaged or incorrect.
2
Review & Instructions
Our team will review your request and respond with return instructions if your case meets our eligibility criteria.
3
Return & Inspection
Once we receive and inspect the returned item, we'll notify you of the outcome.
4
Refund Processed
If approved, your refund will be processed back to your original payment method.
Important Notes
- All return requests must be initiated within 30 days of your purchase date
- Items returned must meet all eligibility criteria to qualify for a refund
- Knox Auto Carpets reserves the right to decline any return if the item is not in its original condition or if the claim does not meet the terms outlined in this policy
- Custom-made items cannot be refunded due to incorrect customer input or change of mind
Need Help?
If you're unsure about any part of your order or this policy, our team is here to help. We'd much rather assist you before you order than have you face issues afterwards. Contact us today for assistance with product selection or any questions about our returns process.