Returns, Refunds, and Cancellations

All WhipMats products are custom-made specifically for your vehicle.

Once an order is placed, it is immediately sent into production and cannot be canceled. By placing an order, you confirm your purchase and accept that the mats are tailored exclusively for your vehicle's specifications.

Installation Instructions for Your WhipMats Car Mats

If you experience issues with installing your mats, don’t worry; it is usually due to incorrect installation. Please follow the steps below for proper installation:

  1. Remove any mats already in the car.
  2. Push the driver’s seat all the way back.
  3. Push the driver’s seat all the way forward.
  4. Place the whipmats in the correct location.
  5. Repeat the same process for the passenger seat mat.
  6. Push the back seat all the way forward to maximize the floor space.
  7. Place the mats on the floor; they should fit immediately.
  8. Attach clips where necessary.
    • Clips are included but do not need to be used everywhere, only where required.
    • For areas where clips cannot attach, use Velcro strips to secure the mats in place.

Installation is now complete.

If you continue to have issues with installation, email us at help@whipmats.co.uk with your order number and photos/videos of the mats installed in the specific car for which they were ordered. We will provide a solution after our expert team reviews the installation issues.

Refunds and Returns for Misfit or Defective Mats

If your mats do not fit your vehicle or arrive defective, contact us within 14 days of receiving them. Include your order number and clear photo/video proof of the issue.

Process:

  • We will first send a free replacement set.

  • If the replacement does not solve the issue, a refund may be issued*.

  • If a second replacement doesn't solve the issue or refused, a 50% craftmanship and restocking fee will apply to the refund.

📌 Issues must be reported within 14 days of delivery. After this period or if the product has been used, we cannot offer support or refunds. For example, if you use the mats for a month and report wear afterward, it is no longer eligible for return and refund.

Door Sill Coverage

We do not offer door sill coverage due to the added production time and cost. This is not considered a defect or valid reason for return and refund

Return Shipping & Requirements

  • Customers must complete the Return Request Form before any return is approved.

  • Returns without approval will not be accepted or refunded.

  • Returns must be sent using DHL Express only to our warehouse in Lampedusa, Italy.

  • No other couriers are accepted due to reliability and tracking issues.

Returned mats must be:

  • Unused

  • Undamaged

  • In original packaging

Return shipping costs are the responsibility of the customer, even if the product is defective. The mats remain your responsibility until received at our warehouse.

We recommend purchasing insurance for high-value returns.

Incorrect Vehicle Information or Lack of Response

If the customer provides incorrect or incomplete vehicle details, or does not respond to clarification requests, and the mats are made incorrectly as a result:

  • A refund or free replacement will not be issued.

  • We may offer a free replacement, but the customer must cover the shipping cost.

Refused or Unclaimed Packages

Refusing delivery is not a valid return method.

If a customer refuses a delivery:

  • The package will be returned to our overseas warehouse.

  • We will attempt to contact you up to 3 times.

  • If no response is received, the package may be destroyed, and no refund will be issued.

No Returns for Personal Preference

Returns are not accepted for the following reasons:

  • Dissatisfaction with style, colour, or design

  • Concerns about material thickness or feel

  • Complaints that mats do not cover door sills or steps

If you are unsure about colour, design, or fit, please contact us before ordering. We’ll gladly provide more info to help you decide.

Order Accuracy

Ensure all vehicle details and delivery address are accurate before submitting your order.

WhipMats is not responsible for incorrect vehicle information or address errors submitted by the customer.

Duplicate Orders

If two identical orders are placed:

  • We will attempt to contact you.

  • Duplicate orders cannot be canceled or refunded after production begins.

You may choose to:

  • Proceed with both sets

  • Change the colour of the second set

  • Assign the second set to a different vehicle

If no response is received, both sets will be produced as ordered.

Uncollected Packages

If your package is returned to us as uncollected, we will reship it once at no additional cost.

Please allow up to 30 days for reshipping and return processing.

Additional Important Information

  1. Proof Required:
    All return or refund requests must include clear photo or video proof.

  2. UK Regulations:
    Under UK law, custom-made products are exempt from the standard 14-day right to cancel (Consumer Contracts Regulations).

  3. Replacement First:
    Refunds are only issued after an attempt to resolve with a free replacement. If a second replacement is declined or not possible, a 50% craftmanship and restocking fee will be deducted from the refund.

  4. Return Form Required:
    No return will be accepted without completing our official Return Request Form.

  5. Return Address Confirmation:
    We will provide the correct return address only after approving your request. Do not ship before receiving instructions.

  6. Shipping Risk:
    Items are the customer’s responsibility until received. Insure returns where necessary.

  7. Product Image Disclaimer:
    Due to variations in screen settings, colours and textures may appear slightly different from what is shown on your screen. This is not considered a defect or valid reason for return.

  8. Time Limit for Claims:
    All issues must be reported within 14 days of delivery. After this period, or after the mats are used, no refund or replacement can be offered.

  9. Incorrect Info Consequences:
    If you provide incorrect vehicle details or fail to respond to our team, and the product is incorrect as a result, we will not refund or resend. However, we may offer a free replacement, but shipping must be paid by the customer.

  10. Lost or Damaged Returns:
    Returned items are the customer’s responsibility until received. We recommend insuring returns, especially for high-value orders.

  11. Final Decision:
    WhipMats reserves the right to make the final decision on all refund and return requests in accordance with this policy.