Custom-made products
Standard change-of-mind returns are not accepted because the mats are manufactured specifically for your vehicle and selected configuration.
RETURNS & REFUNDS
Returns and Refund Policy
Every Diamond Car Mats set is custom made according to the vehicle information submitted with the order. Please read the policy below before placing your order or requesting a return, refund, cancellation or modification.
7 Days Report defects or customization errors
24 Hours Cancellation or modification window
Custom Made Change-of-mind returns are not accepted
Photos Required For product or fitment issues
IMPORTANT
Your mats are made specifically for your order
Because Diamond Car Mats are manufactured according to the vehicle, colour, configuration and other information supplied when ordering, they cannot normally be returned simply because you change your mind.
POLICY SUMMARY
At a glance
The most important information before requesting support.
Defective or incorrect order
Contact us within 7 days of receiving the product and provide your order number together with clear photographs.
Approved returns
If a return is approved, the product must be unused, in the same condition in which it was received and in the original packaging.
Order changes
Cancellations or modifications must be requested within 24 hours. Requests between 24 and 72 hours may incur a 35% charge.
FULL POLICY
Returns, refunds and cancellations
Please review each section carefully.
01
RETURNS
Returning a custom-made product
Custom-made products
Due to the custom nature of our car mats, we are unable to accept standard returns for change of mind.
Defective or incorrectly customized product
If the product is defective or there has been an error in customization, contact us at orders@diamondcarmats.com within 7 days of receiving your order. Please include your order number.
Photographic evidence
Clear photographs will be required where there is a product, fitment, customization or delivery issue.
How we resolve issues
Diamond Car Mats reserves the right to first rectify an issue by providing installation advice, replacement sections or replacement products where appropriate.
If the issue cannot be resolved
If we are unable to rectify an eligible issue, a refund may be issued according to this policy.
Condition of an approved return
Where a return has been agreed, the product must be unused, in the same condition in which it was received and in its original packaging.
Used or installed products
Custom-made car mats that have been used or installed are not eligible for return unless otherwise agreed as part of an approved defect or product issue claim.
02
REFUNDS
How approved refunds are processed
Original payment method
Approved refunds are returned to the original payment method used when placing the order.
Returned products
Where a physical return is required, a refund cannot be processed until the returned product has been received back at the designated warehouse.
Shipping costs
Shipping costs are non-refundable. Where the customer is responsible for returning a product, return shipping costs are also the customer's responsibility.
Transit damage on a return
The customer is responsible for ensuring an approved return is packed securely and for damage occurring while the returned product is in transit.
Refund amount
Refunds are issued for the eligible product cost according to the circumstances of the approved claim.
03
CANCELLATIONS & MODIFICATIONS
Need to change an order?
Within 24 hours
Cancellations or order modifications can be requested within 24 hours of placing the order.
Between 24 and 72 hours
Cancellation or modification requests made between 24 and 72 hours may incur a 35% charge to cover materials and production work already started.
After 72 hours
After this period, the product may already be in full manufacturing and cancellation or modification may no longer be possible.
Need to change an existing order?
Contact support Contact us immediately and include your order number.
UNDELIVERED ORDERS
Parcels returned to our warehouse
Please make sure your delivery information is correct and respond to courier or customs requests promptly.
A 35% restocking fee may apply
Custom-made products returned to our warehouse because of incomplete or incorrect shipping information, failure to arrange collection after a delivery attempt, or failure to pay required import charges may be subject to a 35% restocking fee to cover materials and workmanship.
PRODUCT ISSUES
When should I contact customer support?
Contact us if the product does not match the order characteristics you submitted.
Incorrect vehicle fit
The mats do not correspond to the vehicle Make, Model or configuration supplied with the order.
Incorrect material
The material supplied is not the product specification that was ordered.
Cutting or manufacturing issue
There is an identifiable manufacturing or cutting defect affecting the product.
Incorrect design
The product does not match the design or customization selected when placing the order.
Measurement allowance
The current Diamond Car Mats policy allows for a measurement variation of up to approximately 1 inch when assessing custom-made fitment.
BEFORE ORDERING
Customer responsibilities
Please check your selections carefully before completing payment.
Vehicle details
Make sure Make, Model, Year, seat configuration, body style and steering position are correct.
Colour selection
Check your selected colour carefully. Screen and monitor settings can cause colours and textures to appear slightly different.
Delivery address
The customer is responsible for providing a complete and accurate shipping address.
Import charges
Customs duties or import taxes imposed by the destination country must be paid where applicable.
ADDITIONAL INFORMATION
Please also note
01
Colours and textures may vary slightly from what is displayed on your screen because monitors and display settings reproduce colours differently.
02
Where permitted by applicable law, made-to-order and personalized products may be subject to different cancellation and return rights than standard products.
03
If the product does not match the specifications supplied when ordering, Diamond Car Mats will work with the customer to investigate and correct eligible issues.
04
Diamond Car Mats reserves the right to refuse returns that do not meet the requirements of this policy.
05
Additional customs taxes or import charges imposed by the destination country are not grounds for a refund.
06
Diamond Car Mats cannot be held responsible for products manufactured incorrectly because inaccurate vehicle information was supplied by the customer.
07
Promotional or coupon codes cannot normally be combined with another promotion unless specifically stated.
NEED TO REPORT AN ISSUE?
Contact our customer support team
Include your order number, a clear description of the issue and photographs showing the product and affected area. For damaged deliveries, include photographs of the packaging.