RETURN & REFUND POLICY

1. Return & Refund Eligibility

• Return and refund requests are accepted within 15 days from the date of delivery.
  After this period, requests will no longer be eligible.
• To qualify for a return or refund, your item(s) must meet the following conditions:
• The product must be unused, unwashed, undamaged, and in good condition.
• Original tags, packaging, and hygiene seals (if applicable) must be intact.
• A receipt or proof of purchase is required.
• For fitting issues or defective/damaged items, a full-view video from outside the car to inside of the car  is required as proof.
• Once reviewed and approved, replacements will be issued at no additional cost.

Restocking Fee

We do not charge any restocking fee.

Our products are custom-made specifically for your vehicle and are not standard stock items. Therefore, we do not charge a restocking fee.

Note: Since these customized mats do not hold resale value once returned, if you return them, a material fee of 35% of the total order amount will be charged, regardless of the reason for the return or claim.

Return Address, Return Labels, and Shipping Costs

• Defective Items

For defective items, we will cover the cost of the return label and shipping fees. After your return request is approved, we will email you the return label and return address. You can download and print the label at your convenience.

• Other Cases

For non-defective items, you will be responsible for all associated costs. Please send the item to our warehouse. When we receive the item, we will check it for completeness.

How Long Does It Take to Process a Refund?

We will process your refund within 5 business days, returning the funds to the original payment method.

2. Non-Returnable Items

The following items cannot be returned:

• Gift cards
• Items outside the 15-day return window
• Custom-made items returned due to personal preference (style, color, etc.)

3. Important Return Instructions

1. Do not return products to the manufacturer, shipping origin, PO box, or any unauthorized address. Contact us at support@carsilks.com for the correct return address.
2. Do not include non-store items in your return package. We are not responsible for storing or returning unrelated items.
3. Customers are responsible for all return shipping costs, unless the return is due to a confirmed defect.
4. We cannot guarantee receipt of returned items. Please use a trackable shipping service.

4. Return Packaging Guidelines

To ensure your item arrives safely, please follow these minimum packaging standards:

• Use sturdy packaging, preferably double-wall corrugated boxes or waterproof bags.
• Secure the item to prevent movement or impact during transit.
• Choose appropriately sized packaging; use bubble wrap for fragile items.
• Seal packages with strong adhesive tape (40–50 mm wide) along all openings.

5. “Not 100% Happy With Your Order”

If you are dissatisfied upon receiving your order, please contact us for assistance. Our team will evaluate your request and provide the next step. Our Customer Service Team provide clear full-view videos of the issue (on a flat surface with tags visible) Depending on the situation, we may offer up to a 100% refund of item value, shipping fee, or total order value.

Note:
All our products are custom-made for each vehicle. We cannot accept returns or refunds based on:

• Dislike of style
• Dislike of color
• Change of preference

You are responsible for choosing the correct configuration and color before placing your order.

6. Damaged, Wrong, or Missing Items

If your order arrives damaged, incorrect, or incomplete:

Required Proof

• Keep the shipping label on the original package.
• Provide a full unboxing video and a full-view video from outside the car to inside of the car
• Provide clear photos/videos of the issue (on a flat surface with tags visible).

Once verified:

• We will ship replacements immediately.
• You do not need to return defective items.

Warranty Limitations

This warranty covers manufacturing defects only. It does not cover:

• Accidental damage
• Improper care or installation
• Normal wear and tear
• Fading from sun exposure
• Aftermarket modifications

The warranty and issue reporting window lasts 15 days from the delivery date.

7. Lost Packages

If your package is lost in transit, we will gladly replace it at no extra cost. If you prefer a refund instead of a replacement, we must wait 15 days to ensure the package is not delivered unexpectedly. For lost package claims, you must submit:

• A Loss Certificate, or
• Official confirmation from your local post office

Our Customer Service Team will monitor and provide updates on tracking progress.

8. Packages Disposed of by the Post Office

We will resend orders that were disposed of by the Post Office only if the address provided was valid. We cannot provide refunds or replacements when:

• Damage resulting from accidents
• Improper or inadequate care
• Normal wear and tear from regular use
• Fading or deterioration of colors and materials caused by prolonged sun exposure
• Any modifications or alterations made after purchase

9. Order Cancellation

• Orders may be cancelled within 6 hours of purchase.
• Within 1 hour: Full 100% refund (excluding tips).
• After 1 hour and within 6 hours: 70% refund. A 30% management, processing, and transaction fee will apply.
• After 6 hours or once production begins: Orders cannot be cancelled or modified.

10. Why We Cannot Resell Returned Custom Items

We manufacture mats for:

• 68 car brands
• 3,000 vehicle models
• 20 color variations

Even if we find another customer with the same car model, differences in vehicle generation, year, or color preference make resale nearly impossible.

To resell a returned mat, another customer must have the exact same:

• Brand
• Model
• Year
• Generation
• Color choice

This is extremely unlikely, which is why we cannot accept returns based solely on preference or resale viability.

11. 3-Year Warranty Policy

A. Warranty Period
The product is covered by a 36-month warranty from the date of purchase, based on the invoice or order information.

B. Warranty Coverage
We provide free warranty service for defects caused by manufacturing issues, including:

• Product defects.
• Peeling, cracking, or abnormal deformation not caused by external impact.

C. Exclusions
This warranty does not apply to:

• Damage caused by accidents, impact, or dropping.
• Misuse, improper handling, or failure to follow care instructions.
• Normal wear and tear over time.
• Color fading or deterioration due to direct sunlight or harsh environmental conditions.
• Products that have been modified or repaired without authorization.

D. Warranty Procedure
Customers are required to provide:

• Order number / purchase invoice.
• Photos or videos clearly showing the issue.

After the initial verification, please send the product to the following address:

HH15-35 Vinhome Star City, Dong Hai Ward, Thanh Hoa City

Once we receive the item, we will:

• Repair or replace it with an equivalent product (depending on the condition).
• Processing time: 3–7 business days.

12. Contact Information

For all return, refund, or exchange inquiries, please contact: support@carsilks.com