We will make it right — guaranteed
Every AutoWin mat is covered by our Perfect Fit Guarantee. If your custom mat doesn't sit flush in the footwell, doesn't retain on the clips, or overlaps with pedals, we'll manufacture a corrected mat and ship it to you free of charge.
Follow this short playbook to resolve the issue as fast as possible.
Step 1 · Identify the exact problem
Before submitting a claim, figure out which of these best describes the issue — this controls how quickly we can act.
| Issue | What it looks like |
|---|---|
| Too large | Mat overlaps pedals, bunches up at the door sill, or buckles against the center tunnel |
| Too small | Visible carpet showing around the edges or at the seat base |
| Wrong shape | Edges don't follow the contour of the footwell — one corner is cut too deep or too short |
| Clips don't align | Mat lays flat but the retention hooks don't click into the factory holes |
| Wrong drive side | Driver cutout (for the accelerator) is on the opposite side |
| Wrong set / model | Mats arrived for a different car entirely |
Not sure which it is?
Lay the mat in position and walk around the car. Take phone video from the driver's seat while you describe what looks wrong — you can send it to us and we'll triage the issue for you.
Step 2 · Gather your evidence
We need three things for every claim:
- Overview photo — the mat installed in the car, taken from outside the door.
- Close-up photo — of the problem area (gap, overlap, clip mismatch, etc.).
- Measurement photos — the mat laid flat with a tape measure across the length, width, and diagonal.
See the full measuring guide for exactly how to take these.
A claim without photos slows us down
Photos let us confirm the issue visually and approve a remake immediately. Claims without photos are manually reviewed and can take 2–5 days longer.
Step 3 · Measure both the mat and the car floor
This is the key to a fast resolution.
- The mat tells us what you received.
- The car floor tells us what the mat should have been.
The difference between the two is exactly what our CAD team will adjust.
Step 4 · Submit your claim
Go to Report an Issue and:
- Enter your order number and email.
- Choose Fitment & Size Issues as the category.
- Use the interactive diagram to select which mat positions are affected.
- Upload your photos and enter your measurements.
- Pick your preferred resolution: replacement mat, refund, or discount + keep the original.
Step 5 · What happens next
| Stage | Typical time |
|---|---|
| Case review & first response | 24–48 business hours |
| Production of corrected mat | 3–5 business days after approval |
| Shipping | 3–10 business days depending on region |
You'll receive an email at every stage — order confirmation, production start, tracking number, and delivery notification.
Good news
Because AutoWin makes mats to order, we don't need the original mat back before we start a new one — your replacement can be in production the day your claim is approved.
Prevention tips for your next order
- Double-check your make, model, year, trim and drive side before ordering.
- If your vehicle has multiple trims with different footwells (e.g. manual vs automatic, or sport package), select the exact one at checkout.
- For imported vehicles, note whether they were converted between LHD and RHD — the footwell shape may still match the original.
Still unsure whether a claim is right for your situation? Contact our support team first — we often resolve questions in a single email.