Returns, Refunds & Shipping
Overview
Welcome to Ultimate Auto Co. By placing an order with us, you agree to the following terms. These policies are designed to be transparent, fair, and aligned with the quality of our products.
Contact: For support and returns, email service@ultimateautoco.com.au. Please include your order number, full name, and a brief description of your request so we can assist faster.
Definitions: Business days means Monday to Friday (excluding public holidays). Made to order means the product is manufactured after you place your order to match the specifications you select at checkout.
Our Product Standard
Every Luxmat product is precision-made to suit specific vehicle models using premium materials.
Because each order is made to specification:
- Accuracy of vehicle selection is essential
- Minor variations may occur due to manufacturing tolerances
- Fitment is engineered, not universal
Shipping Policy (Australia Only)
Production & Dispatch
Each order is made to specification. Production typically takes 7–12 business days before dispatch. Custom production items may require additional time depending on demand.
Delivery
- Standard delivery timeframe: 2–10 business days Australia-wide
- Tracking is provided upon dispatch
- All orders are shipped via trusted courier partners
While we work with reliable carriers, delivery timeframes are estimates and not guaranteed.
Delivery Address, Authority to Leave & Failed Delivery: You are responsible for ensuring your delivery address is complete and correct at checkout. If a parcel is returned to sender, re-routed, or re-delivered due to an incorrect/incomplete address, unsuccessful delivery attempt, or failure to collect from a collection point, additional shipping fees may apply. Where a courier offers “authority to leave”, you acknowledge that delivery may be completed by leaving the parcel at the address provided. Risk transfers once the courier marks the parcel as delivered.
Delays Outside Our Control: We are not responsible for delays caused by events outside our reasonable control (for example, carrier disruptions, severe weather, road closures, or other unforeseen events). If a significant delay occurs, we will work with you and the carrier to investigate and provide the best available resolution.
Returns & Refunds
Change of Mind
If you need to correct your vehicle selection or order specifications, please contact us as soon as possible. Because our products are made to order, we may be able to accommodate changes or cancellations requested within 24 hours of purchase. Once production has commenced, changes and cancellations may not be possible.
Fitment Guarantee
We stand behind our product.
If your mats do not fit your vehicle and the vehicle details/specifications you entered at checkout were correct, we will remake or replace them at no cost. If incorrect vehicle details were selected or entered at checkout, the Fitment Guarantee does not apply.
Our goal is a precise, OEM-style fit every time.
Faulty or Incorrect Items
If your product arrives faulty, damaged, or incorrect, we will resolve the issue promptly.
Reporting Timeframes: Please notify us as soon as possible after delivery. For items that appear damaged in transit, we recommend reporting the issue within 48 hours of delivery so we can raise it promptly with the carrier.
What We Need From You: To assess a claim, we may request your order number, photos/video showing the issue, and photos of the packaging/labels. Please keep the product and packaging until your claim is finalised, as carriers may require inspection.
Where appropriate, we will:
- Replace the item
- Repair the item
- Provide a refund where required under Australian Consumer Law
For approved claims, we will cover reasonable shipping costs required to resolve the issue (for example, return shipping or re-delivery where applicable). We will confirm the process with you before any item is sent back.
Return Process
To initiate a return:
- Contact us within 7 days of delivery
- Provide proof of purchase
- Provide clear photos of the issue
Return Authorisation: Please contact us before sending anything back. If your return is approved, we will provide return instructions. Items returned without prior approval may be delayed or rejected.
Assessment: Once received (if a return is required), items are inspected to confirm the reported issue. We will notify you of the outcome and next steps. Assessment timeframes may vary depending on the nature of the claim.
We aim to resolve all claims efficiently and with minimal inconvenience.
Non-Returnable Situations
Returns will not be accepted for:
- Incorrect vehicle selection/details entered at checkout (including model/series/year variants)
- Normal wear and tear
- Damage caused by misuse or incorrect installation
As all products are made to order, returns outside of the above conditions are not accepted.
Refunds
Refunds are processed once items are assessed and approved. Please allow 3–10 business days for funds to appear, depending on your payment provider.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to:
- A replacement or refund for major failures
- Repair or replacement for minor issues
Payment & Order Terms
Order Verification
We reserve the right to:
- Cancel or refuse any order
- Request additional verification for high-value or flagged transactions
Ownership of goods passes upon full payment. Risk transfers to the customer upon delivery.
This helps protect both our customers and our business from fraudulent activity.
Pricing & Errors
While we take care in pricing accuracy:
- We reserve the right to correct errors
- Orders affected by pricing errors may be cancelled and refunded
Chargebacks
If you experience an issue, we strongly encourage you to contact us first.
Unnecessary chargebacks:
- May delay resolution
- Will be formally disputed with supporting evidence
We are committed to resolving issues quickly and professionally.
Policy Updates: We may update these terms from time to time to reflect operational, legal, or regulatory changes. The version in effect at the time you place your order will generally apply to that order.
Privacy Policy
Overview
Your privacy matters to us. We only collect what we need to deliver a seamless, secure experience.
Information We Collect
We may collect:
- Name and contact details
- Shipping and billing address
- Payment details (securely processed)
- Order history and interactions
How We Use It
Your information is used to:
- Process and deliver your order
- Provide support
- Improve our products and experience
Security
All transactions are processed through secure, encrypted platforms. We do not store full credit card details.
Sharing of Information
We only share data with trusted partners, including:
- Payment providers
- Shipping carriers
We never sell or rent your personal data.
Service Providers & Overseas Disclosure: We may use third-party service providers to help operate our store (for example, e-commerce platform providers, payment processors, analytics, customer support tools, and marketing/communications providers). Some of these providers may store or process information outside Australia. Where we disclose personal information overseas, we take reasonable steps to ensure it is handled in a manner consistent with applicable Australian privacy requirements.
Retention: We keep personal information only for as long as needed to provide our services, manage our relationship with you, and meet legal, tax, accounting, or regulatory requirements.
Cookies
We use cookies and similar technologies to enhance your browsing experience, understand site usage, and improve performance. You can manage cookies through your browser settings; disabling cookies may affect site functionality.
Your Rights
You may request access, correction, or deletion of your personal data at any time, subject to legal requirements.
We may retain certain information where required to comply with legal or regulatory obligations.
Complaints: If you have a privacy concern or complaint, please contact us first so we can try to resolve it. If you are not satisfied with our response, you may be able to lodge a complaint with the Office of the Australian Information Commissioner (OAIC).
Warranty & Disclaimers
Product Warranty
All Luxmat products are backed by a 24-month warranty against manufacturing defects, reflecting our commitment to premium materials and craftsmanship.
For customers who select a heel pad upgrade, we extend this coverage to a total of 36 months, as this feature enhances durability in high-wear areas.
This warranty covers:
- Material defects
- Manufacturing faults
- Premature failure under normal use
What’s Not Covered
Our warranty does not apply to:
- Normal wear and tear over time
- Damage caused by incorrect installation
- Misuse, neglect, or modification of the product
- Exposure to harsh chemicals or extreme conditions
Warranty Claims
If you believe your product is faulty:
- Contact us with your order details
- Provide clear photos of the issue
We will assess and, where appropriate:
- Repair
- Replace
- Or provide a remedy in line with the Australian Consumer Law
Assessment & Timeframes: We may ask for additional information to assess your claim and may request the product be returned for inspection. We aim to review warranty claims within a reasonable timeframe after receiving the required details.
Shipping for Warranty Claims: If a warranty claim is approved, we will cover reasonable shipping costs required to provide the remedy. If the issue is not covered (for example, wear and tear or misuse), you may be responsible for shipping or return-to-sender costs.
Vehicle Brand Disclaimer
All vehicle makes and model names are used for fitment reference only.
Ultimate Auto Co is not affiliated with or endorsed by any vehicle manufacturer.
Safety & Installation
To ensure safe operation and optimal performance:
- Mats must be installed directly onto the vehicle floor
- Mats must not be placed on top of existing or aftermarket mats
- Retention clips (where applicable) must be properly secured
- Drivers should regularly check that mats remain correctly positioned
Stacking mats or incorrect installation may interfere with pedal operation and vehicle safety.
Limitation of Liability
To the extent permitted by law:
- Our liability is limited to the value of the product purchased
- We are not liable for indirect, incidental, or consequential loss
Nothing in these terms is intended to exclude, restrict, or modify any consumer guarantees or other rights you may have under the Australian Consumer Law that cannot be excluded, restricted, or modified.