Returns & Refund Policy
Last updated: 25/7/2025
At Luxmat, every LED car mat set is crafted with precision fibre-optic weaving, waterproof sealing, and full inspection before shipping. Each product is made to last, but to protect both customers and our business from misuse of our 100% satisfaction guarantee, refunds and returns are strictly conditional as described below.
60-Day Money-Back Guarantee (Conditional)
We offer a 60-Day Money-Back Guarantee only for verified product defects or mis-shipments. To be eligible, you must contact support@luxmatusa.com within 60 days of delivery and provide clear photos and a short video showing the issue. This should include the full mat layout (front and back), close-ups of any defect or issue, and the shipping label and product tag. Luxmat’s Quality Control (QC) team will review the evidence and confirm eligibility. All determinations are made at Luxmat’s sole discretion.
Approved refunds are issued only for verified defects or mis-shipments, and items must be returned in their original packaging and condition. Refunds are not covered for change-of-mind, dislike of colour, pattern, or style, universal-fit mats that do not perfectly fit a vehicle (dimensions and shape are disclosed on the product page and fitment issues are not considered defects), minor cosmetic differences from product images including fibre alignment, brightness, or lighting pattern, or damage caused after delivery, misuse, improper cleaning, or neglect.
Custom Orders and Reference Image Requirement
For Custom-Fit Mats, customers are required to provide accurate reference images of their vehicle as requested by Luxmat via email. If reference images are not provided, Luxmat will produce mats according to our standard best practices, but exact fit and precision may not be perfect. The precision and fit of custom mats are directly dependent on the clarity and accuracy of the reference images provided. Refunds for custom orders will only be considered if a verified defect exists that deviates from the agreed specifications based on your reference images.
30-Day Functional Warranty
All Luxmat products include a 30-Day Functional Warranty covering LED illumination performance, power supply or controller faults, and electrical wiring issues. This warranty excludes cosmetic wear and tear such as surface marks, fibre alignment, or edge scuffing, and does not cover damage from improper installation, modification, misuse, or neglect. All claims require photo or video evidence. Repairs, replacements, or refunds will be issued only after inspection confirms a covered defect.
1-Year Limited Structural Warranty
Luxmat provides a 1-Year Limited Structural Warranty covering the base materials, stitching, and anti-slip backing. This warranty excludes damage caused by misuse, excessive wear, or exposure to extreme temperatures, chemicals, or improper cleaning.
Care Instructions
Luxmat LED car mats are waterproof and designed for daily use. Normal vacuuming is safe and recommended. Pressure washing is safe only from a moderate distance; avoid harsh, direct high-pressure jets. Cleaning should be done with mild soap and water, avoiding abrasive brushes or harsh chemicals. Failure to follow these care instructions may void warranty and refund eligibility.
Returns Procedure
All returns must have written authorisation (RMA number) from Luxmat Support before shipping. Items must include all accessories, controllers, and original packaging. Returned items will undergo QC verification before any refund or replacement is processed. Refunds or replacements, if approved, will be processed within 5–10 business days after inspection. Unauthorised, incomplete, or damaged returns will be refused and returned to the sender. Refunds for items returned without evidence or QC approval will not be considered.
Chargebacks and Fraud Prevention
All orders are documented with packing photos, QC logs, and delivery tracking. Unauthorised chargebacks or disputes filed without following this policy will be contested with full evidence, including product images, QC reports, and correspondence.
Contact Us
For all inquiries, contact support@luxmatusa.com with your full name, order number, a description of the issue, and photos or videos for verification. We will review and respond promptly according to this policy.