Our promise in one sentence

Open the parcel, check your new mats, and if anything looks wrong — fitment, stitching, material, colour, missing pieces — we remake them free of charge. No small print, no guessing games.

What we remake at no cost

When your set arrives, take a few minutes to lay the mats in the car and look them over. If you find any of the following, just open a case and we’ll get a replacement into production the same or next business day:

  • Manufacturing issues present on arrival — loose stitching, uneven edges, delamination, seam splits, surface defects from the factory.
  • Wrong product — different vehicle, wrong colour, wrong material type, or an item missing from your set.
  • Fitment errors on our side — if the mat doesn’t match your vehicle’s footwell because our template was off, that’s on us and we’ll remake (with updated measurements) for as long as you own the vehicle.
  • Shipping damage — outer box punctured, contents bent or soaked. Send photos within 48 hours and we’ll handle the FedEx side for you.

Lifetime template promise

If a mat doesn’t fit your car because our template was wrong, we’ll correct it for as long as you own the vehicle. Template errors are our responsibility — period.

A quick note on how floor mats age

Floor mats are one of the hardest-working items in your car — they take the weight of every step, the grit from every shoe, and the occasional coffee spill. Even premium materials, used daily, will eventually show signs of it. That’s the nature of the category.

Because of that, our Quality Promise focuses on the state of the mats when they arrive, not on how they age with daily use. Things like:

  • gradual wear under the heel or accelerator area,
  • surface scuffing, fading or minor compression from traffic,
  • small stains, smells, or dirt that clean out with normal care,
  • normal creasing along fold lines after a shipment,

are all part of how mats live in a working car. They’re not defects we can replace, but many of them can be refreshed — see our cleaning & care guide for the best ways to bring your set back to near-new.

Custom orders and personalised logos

Every AutoWin mat is custom-made to your vehicle, and many sets also include a personalised logo, embroidered text, or colour combination chosen by you.

Because each set is cut, stitched and finished specifically for your order, our Quality Promise works like this:

  • On arrival, custom mats and personalised logos are covered exactly the same as any other set — if something arrived wrong, we remake it at no cost.
  • After arrival, once the mats are confirmed correct and in use, they’re yours to enjoy. Because they were made to the exact spec you approved, they aren’t something we can restock, replace, or refund for wear later on.

This is the standard practice for personalised and made-to-order goods — it’s how we can keep offering fully-custom mats at a sensible price. If you ever want to freshen things up later, we’re always happy to quote a discounted remake for returning customers — open a case and mention your original order.

Your statutory consumer rights

Our Quality Promise runs alongside your statutory consumer rights, it doesn’t replace them. EU and UK customers retain their full statutory coverage against hidden manufacturing defects present at the time of sale — those are handled in exactly the same way as any arrival claim: through Report an Issue with photos.

Reporting an issue on arrival

Checking your set on the day it lands makes everything simpler for both of us. If something isn’t right:

  1. Go to Report an Issue.
  2. Enter your order number — we pull the order automatically.
  3. Choose the best-fitting category (Quality & Defects, Fitment & Size, Wrong Product, or Shipping & Delivery for transit damage).
  4. Upload clear photos showing what you’re seeing — bright light, wide shots + close-ups.
  5. Submit. You’ll get a Case ID immediately and a reply within 24 hours.

Most arrival claims are approved within 24–48 business hours.

After approval

  • Production on your replacement starts the same or next business day.
  • Shipping on approved remakes is free.
  • You’ll get a FedEx tracking number the moment the replacement leaves the warehouse.
  • You don’t usually need to send the old set back — unless we specifically ask, you can keep or recycle it.

Caring for your set (so it lasts)

A few simple habits keep custom mats looking great for years:

  • Shake or vacuum weekly — grit is the main enemy of any floor covering.
  • Clean spills the same day with a damp cloth and mild soap. Full washing guidance lives in our cleaning & care guide.
  • Keep solvents, bleach, petroleum products and battery acid away from the mats — these are the few things that can’t be cleaned out.
  • Lift the mats occasionally to let the footwell breathe, especially in winter.

Questions?

For anything specific to your set, open a quality case with your order number and a photo of the issue. Cases opened through the wizard reach our quality team directly and are usually triaged the same business day.