Return & Exchange Policy

The short version

• 14 days from delivery to initiate a return.
• Custom-fit mats are made-to-order and therefore non-returnable — unless defective or incorrect.
• Defective or damaged products are always covered, with no time limit and no cost to you.
• Sale items are non-refundable (except defective).

14-day return window

You have the right to return eligible products within 14 calendar days from the date you receive them. After this window, returns are no longer accepted.

The clock starts on the delivery date (the date the courier marks the parcel "Delivered"), not the order date.

Eligibility

To qualify for a return, the item must be:

Why custom mats cannot be returned

Every AutoWin floor mat is cut from scratch to match the exact footwell of your car — drive side, trim level, clip positions, material, color, stitching, and logo are all produced specifically for that single order. A returned mat cannot be resold.

The EU Consumer Rights Directive (Art. 16 c) specifically exempts goods made to the consumer's specifications from the standard 14-day withdrawal right, which applies to our custom-fit range.

Defective or damaged items — always covered

If your product arrives defective, damaged, or with the wrong specification, we fix it — no time limit, no restocking fee, no return shipping charge.

This includes:

• Stitching defects
• Color inconsistencies
• Material flaws
• Damage during shipping
• Wrong drive side (if ordered per our recommendation)
• Wrong vehicle fit due to our template error

Open a case and select the matching category. We begin production on the replacement as soon as the case is approved, usually within 24–48 hours.

How to start a return

1. Go to Report an Issue — the system will look up your order automatically.
2. Choose Returns & Exchanges.
3. Our system checks eligibility in real time.
4. If eligible, enter your reason, upload photos of the item's condition, and confirm.
5. You'll receive a return authorization email with the shipping address and a reference number.

Return shipping

• You are responsible for the cost of return shipping for eligible returns (non-defective items).
• Return shipping costs are non-refundable.
• We strongly recommend a tracked service — if a return is lost in transit without tracking, we cannot process the refund.
• Exception: for defective or damaged items, AutoWin covers all return shipping. We send a prepaid label.

Return Address: AutoWin, Gelių g. 2, Avižėnai, Vilniaus raj., LT-14184, Lithuania

Please include a printed copy of your return authorization with the parcel.

Refund process

If the returned item does not meet eligibility (damaged in transit, missing packaging, clearly used), we contact you with photos and may offer:

• A partial refund (condition-dependent)
• Return of the item to you at your shipping cost
• No refund in cases of clear misuse

Exchanges

For defective items, we begin production on the replacement immediately — you don't need to wait for the original to arrive back at our warehouse.

For size/color exchanges on eligible (non-custom) items, we process the exchange once we receive the original. Production time for the new item starts from that date.

Late or missing refunds

If your refund hasn't arrived after the stated window:

1. Check your payment account — some banks post refunds silently.
2. Contact your card issuer — they can usually confirm whether a refund is pending.
3. [Open a billing case](/new?category=other) with your order number (select Billing / invoice question). We attach proof of refund with the exact transaction ID to the Case ID within one business day.

Full legal policy

View our complete Payment & Refund Policy at autowin.com/pages/payment-refund-policy.