In this refund policy, the expressions “we”, “our” and “us” are a reference to Car Nakama.
Please read and understand our store’s refund policy before any purchase. We take stringent measures to ensure that the customized car mats delivered to you are in perfect condition. All customized Car Nakama products sold are FINAL SALE unless otherwise stated below.
Refund/cancellations
Refunds or cancellations will only be considered if the car mat is damaged or does not fit the car. All custom-made Car Nakama products purchased through our site fall under this policy. Once a custom order is placed online, it is designed and production begins immediately. Therefore, after this period, the order cannot be cancelled.
We want to emphasize that our mats are specifically custom-made to fit your chosen car specifications as provided on your order form. This policy is in accordance with the Consumer Contracts Regulation.
Change of Mind Returns
Every car mat we produce is custom-designed to a customer’s car spec; therefore, we DO NOT accept returns or perform exchanges if you change your mind about color or style. Before placing an order, it is your sole responsibility to ensure that the color of your preferred car mat suits your aesthetic sense and vehicle specifications. When necessary, you can submit a request for images as well as videos of your preferred car mat(s) via our Contact Us page.
To be ELIGIBLE for a return or claim, your product(s) must meet these requirements:
The product must be in its original condition and undamaged in its original packaging to be returned to Car Nakama.
We reserve the right to modify the specifications and designs of our product when required after delivery.
In the case of a claim, the return claims must be agreed between Car Nakama and the customer.
Product(s) faced with fitting issues or complications/damages caused in transit, will be ELIGIBLE for free revision to the specifications of the product(s). If a customer wish for a refund instead, we require the mats to be returned to us.
NOTE: Customers who may seek to return their customized products will be subject to re-stocking fees of 35% of the original purchase price to cover materials and workmanship costs no matter the reason for return or claim.
Shipping Returns
Please note that due to high shipping rates, we DO NOT offer free returns for all orders. We also do not provide shipping labels for returns. As such, customers will be responsible for paying the postage, duty, tax and packaging costs for returning their product.
Once your product is received, we will inspect it. If the product is found to be unused and in its original condition, your return will be approved. Then your refund will be processed, and a credit will automatically be applied to your original method of payment, within 14 days.
To initiate a return, please send an email to support@carnakama.com. We’ll send you a Shipping Address and Return Code to be included in your shipment. We strongly recommend that you use a secure and trackable shipping service, as Car Nakama is NOT responsible for products lost in transit.
International Custom Duties
Please note that an international shipment may be subject to import taxes, which are imposed once a shipment gets to a country. Car Nakama has no control over these charges, and we will NOT accept any return or refund requests as a result. These additional charges are deemed your responsibility. When not cleared, import duties can cause delays beyond the original delivery timeline.
Please note that we are NOT responsible for any customs delays incurred by your preferred shipping service in delivering your return back to us. As such, we strongly recommend you contact your local customs authorities for more information regarding import taxes.
Car details and shipping address errors:
Please note that customers are solely responsible for inputting their correct car details and shipping address when placing an order.
If a custom-made order has been incorrectly manufactured and shipped, Car Nakama will NOT be responsible for bearing the production costs of a new item or redirecting the shipment to the correct address.
I want to cancel my order
Every car mat we manufacture is exclusively custom-made to a customer’s car specifications. Hence, we only accept cancellation or amendment requests within 24 hours of the order placement.
NOTE: Cancellations are subject to a transaction processing fee of 15% per order. This fee(s) covers all costs associated with the payment process and re-stocking if any. You must contact our customer service team at (support@carnakama.com) to modify or cancel your pending custom order.
Once a custom order has been placed, it CANNOT be changed/cancelled if you change your mind about something. Once it has been manufactured and shipped directly, you’ll need to wait until you receive the item to talk over refunds and return accommodation with our service team.
For more information, clarification, and/or concerns about the above Refund Policy, please feel free to contact us at support@carnakama.com.