Return and Refund Policy
RETURN & REFUND POLICY
At Carsilks, most of our automotive products are custom-made specifically according to the vehicle information, configuration, color, and options selected by the customer.
Because customized products are manufactured specifically for each order and generally cannot be resold, our return, refund, replacement, and cancellation procedures differ from those applicable to standard, non-custom products.
By placing an order with Carsilks, you acknowledge and agree to the terms below.
1. 15-DAY ISSUE REPORTING & RETURN WINDOW
Customers must report any eligible issue to Carsilks within 15 calendar days from the date the order is delivered.
This period applies to issues such as:
- Manufacturing defects
- Products damaged during shipping
- Incorrect products
- Missing components or pieces
- Significant fitting or compatibility issues
- Other material discrepancies between the product ordered and the product received
Customers should inspect their order promptly after delivery and contact us as soon as an issue is discovered.
The 15-day period applies to claims made directly with Carsilks. It does not replace or limit any separate dispute procedures or rights that may apply under a customer's payment provider, card issuer, payment network, or applicable law.
2. CUSTOM-MADE PRODUCTS & CHANGE OF MIND
Because our products are custom-made for individual vehicle configurations, we generally cannot accept returns or refunds solely because of personal preference.
The following are not eligible reasons for a return or refund:
- Dislike of the style
- Dislike of the color
- Change of mind
- Change of preference
- No longer wanting the product
- Preference for a different design or material
- Choosing a different color after purchase
Customers are responsible for reviewing and confirming their vehicle information, configuration, color, and product selections before completing their purchase.
This restriction does not apply to verified manufacturing defects, incorrect products, missing items, shipping damage, or qualifying fitting issues covered by this policy.
3. PROOF REQUIRED FOR PRODUCT ISSUES
Carsilks may request photos, videos, or other reasonable evidence depending on the type of claim.
Fitting or Compatibility Issues
Customers may be required to provide:
- A full-view video showing the vehicle from outside to inside
- The product installed in the vehicle
- The affected area clearly visible
- Photos or video showing the complete product and relevant vehicle configuration
A photo showing only a small corner or isolated section may not be sufficient to verify a fitting claim.
Damaged, Incorrect, or Missing Items
Customers should provide:
- A full unboxing video whenever available
- Photos or video of the original package
- The original shipping label
- Clear photos or videos showing the issue
- Photos showing the complete product and all components received
Manufacturing Defects
Customers should provide:
- Clear photos or videos showing the defect
- Photos showing the complete product where reasonably necessary
- The order number or proof of purchase
Carsilks may request additional information when reasonably necessary to verify the claim.
4. DEFECTIVE, DAMAGED, WRONG, OR MISSING ITEMS
If an eligible issue is verified, Carsilks will provide an appropriate resolution based on the circumstances.
This may include:
- A replacement product
- Replacement of an affected component
- Repair
- A partial refund
- A full refund where appropriate
- Another reasonable resolution
For issues confirmed to be caused by Carsilks, no material or return fee will be charged when Carsilks requires the product to be returned.
Customers generally do not need to return a defective or incorrect item unless Carsilks specifically requests it for inspection, repair, or replacement.
If a return is required, Carsilks will provide written return instructions.
5. NON-DEFECTIVE CUSTOM PRODUCT RETURNS
Non-defective custom-made products are generally not returnable because of personal preference or a change of mind.
In exceptional circumstances, Carsilks may, at its discretion, authorize a return of a non-defective custom-made product.
If such a return is authorized:
- The customer is responsible for return shipping costs.
- The product must be returned in the condition specified by Carsilks.
- A 35% material and handling fee based on the merchandise value of the returned product may be deducted from the refund.
- Original shipping charges are generally non-refundable.
- The product must be sent to the return address provided by Carsilks.
The 35% material and handling fee does not apply to verified manufacturing defects, incorrect products, or other errors attributable to Carsilks.
6. RETURN AUTHORIZATION & RETURN ADDRESS
Do not return any product without receiving written authorization from Carsilks.
Contact:
before sending any product back.
If a return is approved, Carsilks will provide the applicable return address and instructions.
Do not send products to:
- The manufacturer
- The original shipping origin
- A previous shipping address
- A PO Box
- An unauthorized address
Carsilks is not responsible for products sent to an unauthorized address.
Customers should use a trackable shipping service and retain proof of shipment and delivery.
7. RETURN SHIPPING & PACKAGING
Verified Carsilks Error
If a return is required because of a confirmed manufacturing defect, incorrect product, or other error attributable to Carsilks, Carsilks will provide the applicable return instructions and cover the authorized return shipping cost.
Non-Defective Authorized Return
For an authorized return of a non-defective custom-made product, the customer is responsible for return shipping costs and the applicable 35% material and handling fee.
Packaging Requirements
Customers returning an item should:
- Use sturdy packaging, preferably a double-wall corrugated box or suitable waterproof packaging.
- Secure the product to prevent unnecessary movement.
- Use appropriately sized packaging.
- Use protective material where necessary.
- Seal all openings securely with strong adhesive tape.
Customers are responsible for ensuring the returned product is adequately packaged for transportation.
8. REFUND PROCESSING
Once an eligible refund has been approved, Carsilks will generally process the refund within 12 business days.
Refunds will normally be issued to the original payment method.
Depending on the customer's bank, card issuer, PayPal, or other payment provider, additional processing time may be required before the funds appear in the customer's account.
For partial refunds, only the agreed amount will be refunded.
9. CUSTOMER DISSATISFACTION & ISSUE RESOLUTION
If you are dissatisfied with your order, please contact Carsilks at support@carsilks.com so that our Customer Service Team can review the issue.
Depending on the circumstances, we may request additional information, photos, videos, or vehicle details.
After reviewing the available information, Carsilks may provide an appropriate resolution, such as:
- Troubleshooting or installation assistance
- Replacement
- Replacement of an affected component
- Repair
- Partial refund
- Full refund where appropriate
Any goodwill resolution is determined based on the individual circumstances and does not create an automatic entitlement to the same resolution in future cases.
10. LOST PACKAGES
If a package is confirmed by the carrier to have been lost in transit, Carsilks will work with the customer to provide an appropriate resolution.
Depending on the circumstances, Carsilks may:
- Reship the order at no additional product cost, or
- Provide an eligible refund after the loss has been sufficiently verified.
If tracking shows that the package is still moving through the carrier network, Carsilks may wait for the carrier investigation or official confirmation before treating the shipment as lost.
Carsilks may request reasonable documentation, including:
- Carrier confirmation of loss
- Carrier investigation results
- A loss certificate, where available
- Official confirmation from the relevant postal or delivery service
- Other documentation reasonably necessary to verify the loss
11. UNDELIVERABLE, REFUSED, ABANDONED, OR DISPOSED PACKAGES
If a package is returned, refused, abandoned, or disposed of by a carrier or post office, Carsilks will review the reason for the event.
If the issue resulted from information or actions attributable to the customer, including:
- Incorrect or incomplete shipping address
- Failure to provide required address information
- Refusal of delivery
- Failure to collect a package
- Failure to respond to carrier or postal notifications
- Failure to follow carrier collection instructions
Carsilks may not be able to provide a refund or free replacement.
If the package was disposed of or otherwise lost due to a carrier issue despite the customer providing a valid and complete shipping address, Carsilks will review the carrier records and determine an appropriate resolution, which may include reshipment.
12. ORDER CANCELLATION
Because Carsilks products are custom-made, cancellation requests are subject to the following schedule.
Within 1 Hour of Purchase
Customers may request cancellation for a 100% refund of the product amount paid, excluding tips, provided production has not already begun.
More Than 1 Hour and Within 6 Hours
Customers may request cancellation for a 70% refund of the product amount paid.
A 30% cancellation and order-processing fee will apply.
After 6 Hours
Orders generally cannot be cancelled or modified.
Once Production Has Begun
Once production has started, the order cannot be cancelled or modified, regardless of whether six hours have elapsed.
Customers should contact Carsilks as soon as possible if they need to correct or cancel an order.
A cancellation request is effective only when received and confirmed by Carsilks.
13. CUSTOMER RESPONSIBILITY FOR ORDER INFORMATION
Customers are responsible for reviewing their order information before completing checkout.
This includes, where applicable:
- Vehicle make
- Vehicle model
- Vehicle year
- Vehicle generation
- Body style
- Trim or configuration
- Seating configuration
- Product type
- Color
- Quantity
- Shipping address
If a customer provides incorrect vehicle or product information and Carsilks manufactures the product according to the information provided, the resulting product may not qualify as a defective or incorrect product.
If you discover an incorrect selection after placing an order, contact Carsilks immediately.
14. WHY CUSTOM PRODUCTS CANNOT GENERALLY BE RESOLD
Carsilks manufactures products for a large number of vehicle configurations, which may differ by:
- Brand
- Model
- Year
- Generation
- Body style
- Vehicle configuration
- Color
- Product design
A returned custom-made product may have little or no resale value because another customer would need substantially the same vehicle configuration and product specifications.
For this reason, Carsilks generally cannot accept returns based solely on personal preference or a change of mind.
15. PRODUCT CONDITION & WARRANTY DISCLAIMER
The 15-day issue-reporting period covers eligible issues identified and reported within that period.
After the applicable 15-day period, Carsilks may, at its discretion, review individual cases and provide assistance where appropriate, but no additional warranty or refund entitlement is created unless expressly confirmed in writing.
The following are generally not considered manufacturing defects:
- Accidents
- Impact
- Dropping
- Misuse
- Improper installation
- Improper handling
- Failure to follow care instructions
- Normal wear and tear
- Excessive or abnormal use
- Prolonged direct sunlight or harsh environmental conditions
- Improper cleaning or maintenance
- Unauthorized modifications
- Unauthorized repair or alteration
- Damage caused by third parties
- Other external causes unrelated to manufacturing
16. PAYMENT PROVIDER DISPUTES, CHARGEBACKS & DUPLICATE RECOVERY
Customers are encouraged to contact Carsilks at support@carsilks.com so that we can attempt to resolve an issue directly.
Nothing in this policy is intended to waive or restrict any rights or dispute procedures that may be available to a customer under:
- PayPal
- A credit card issuer
- A debit card issuer
- A payment network
- Applicable consumer-protection laws
- Other applicable laws or regulations
When responding to a payment dispute, Carsilks may provide relevant order records, customer communications, production information, shipping and delivery records, refund records, and the applicable policy version.
If Carsilks has already provided a refund, replacement, repair, or other agreed resolution, Carsilks may provide evidence of that resolution to the relevant payment provider.
A customer should not receive duplicate compensation for the same transaction or loss through multiple sources.
17. POLICY ACCEPTANCE AT CHECKOUT
By completing a purchase, customers acknowledge that they have had the opportunity to review the applicable Terms of Service and Return & Refund Policy.
Where the checkout process provides an acceptance mechanism, the customer's acceptance may be recorded together with the order information.
The policy applicable to an order will generally be the version in effect when the order was placed, subject to applicable law.
18. CONTACT INFORMATION
For questions regarding returns, refunds, replacements, cancellations, or order issues, please contact:
Carsilks Customer Service
Email: support@carsilks.com
Please include your order number whenever contacting us so that we can review your request efficiently.