Refund policy
Every Ultra Car Mats order is made to order for one specific vehicle, so our returns process is built around fit. If what arrives doesn't fit your car, we'll put it right.
60-day fit guarantee
You have 60 days from the day your order arrives to request a return if the product does not fit your vehicle.
Because every item is cut for one specific make, model and year, we'll ask for photographs of the product fitted in your vehicle before we can open a return request. This isn't a hurdle — it's how we tell the difference between a production error, an option selected incorrectly at checkout, and a vehicle variant we need to remap. In most cases it lets us resolve the problem in a single email, and it's what allows us to offer returns free of charge.
Without photographs we have no way to assess the fit, so the return is processed as a standard return instead — see below.
How to start a return
Visit our contact form at ultracarmats.com/pages/contact-us, or email us at info@ultracarmats.com with your order number.
Please contact us before sending anything back. Items returned to us without an approved return request cannot be accepted.
If your return is approved we'll email you a prepaid return shipping label along with instructions on how and where to send your parcel. Approved returns are free — you won't pay return postage.
If your order doesn't fit
Email info@ultracarmats.com with:
- Your order number (ULTRAXXXXXX)
- Photographs of every affected mat or cover fitted in your vehicle, in position
- Photographs of the full item, laid out, clearly showing the fitting issue
Once our customer service team has reviewed the images, we'll offer you either a free replacement made to the correct specification, or a full refund — whichever you'd prefer. Where we send a replacement, in most cases you won't need to return the original.
Damaged, defective or incorrect items
Please inspect your order when it arrives. If anything is damaged, faulty, or isn't what you ordered, contact us at info@ultracarmats.com within 7 days of delivery with your order number and photographs of the problem. We'll evaluate the issue and make it right, by replacement or refund.
Standard returns
If your return isn't a fit, quality or fulfilment issue — or if we aren't able to assess one because the photographs above haven't been provided — we'll process it as a standard return.
Standard returns are accepted within 60 days of delivery. The item must be unused and in its original condition and packaging. Return postage is at your own cost, and we deduct 10% of the item price, because every item is manufactured for one specific vehicle and cannot be resold.
This never applies to items that arrive damaged, defective, or that aren't what you ordered. Those are always returned free of charge and refunded in full.
Cancelling or changing an order
Orders go into production shortly after they're placed. If you need to cancel or change your order, email us as soon as possible with your order number. If production hasn't started we'll cancel or amend it and refund you in full. Once production has begun we usually can't change an order — but your 60-day fit guarantee still applies.
Exchanges
If you'd like a different colour or a different product, the fastest way is to request a return on your original order and place a separate order for the item you want.
If the problem is fit rather than preference, don't do this — contact us instead and we'll remake the item to the correct specification free of charge.
Refunds
We'll notify you once we've received and inspected your return, and let you know whether the refund has been approved. If approved, you'll be refunded automatically to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we confirmed your refund was approved and you still haven't received it, contact us at info@ultracarmats.com and we'll chase it for you.