Refund policy

At Luxmat, all LED car mats are manufactured using premium materials and undergo quality inspection prior to shipment. Due to the nature of our products, returns and refunds are conditional and subject to the terms outlined below.

We offer a 30-day money-back guarantee strictly for verified product defects or incorrect shipments. To be eligible, customers must contact help@luxmatusa.com within 30 days of delivery and provide clear photos and/or video showing the issue, including full product layout images, close-ups of the defect, and the shipping label and packaging. All submissions are reviewed by Luxmat’s Quality Control team, and refund eligibility is determined at Luxmat’s sole discretion.

Approved refunds apply only to verified defects or mis-shipments. Items must be returned in their original condition and packaging. Refunds are not issued for change of mind, preference of colour, pattern, or style, universal-fit products that do not perfectly match a vehicle, fitment concerns where compatibility is disclosed on the product page, minor cosmetic variations (including fibre alignment, brightness, or lighting pattern), or damage caused after delivery, misuse, improper installation, cleaning, or neglect.

Custom-fit products require customers to provide accurate reference images of the vehicle as requested prior to production. If reference images are not provided, Luxmat will manufacture the product using standard best-practice specifications and exact fitment cannot be guaranteed. Refunds for custom orders are only considered where a verified manufacturing defect exists that deviates from the approved specifications based on the provided reference images.

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, surface marks, fibre alignment variations, edge scuffing, and damage caused by improper installation, modification, misuse, or neglect. Photo or video evidence is required for all warranty claims.

Luxmat also provides a 1-year limited structural warranty covering base materials, stitching, and anti-slip backing. This warranty excludes damage caused by misuse, excessive wear, exposure to extreme temperatures, chemicals, or improper cleaning.

All returns require written authorization (RMA) from Luxmat Support prior to shipment. Returned items must include all accessories, controllers, and original packaging. All returns undergo quality inspection before any refund or replacement is issued. If approved, refunds are processed within 5–10 business days after inspection. Unauthorized, incomplete, or damaged returns may be refused.

All orders are documented with quality control records, packing documentation, customer correspondence, and delivery tracking. Chargebacks or disputes filed without following this policy will be contested using all available evidence.

Once your order is placed, our warehouse team starts preparing it for shipment right away. So please make any address changes or cancellation requests within 60 mins of placing your order. Cancellation requests sent after 60 minutes will not be accepted. Also, please be advised we cannot guarantee a change in address if you contact us 60 mins after placing your order. 

EU and UK customers may request cancellation before their order is fulfilled or request a return/withdrawal within 14 days after delivery of the last item in their order. To submit a request, use the “Cancel or return order” link and sign in using the email address used for the order. Return shipping is the customer’s responsibility unless the item is defective, damaged, or incorrect.

For all inquiries, customers must contact help@luxmatusa.com with their full name, order number, and supporting photos or videos. All requests are reviewed and handled in accordance with this policy.