Frequently Asked Questions

Guarantees & Returns

1. 100 day “change of mind” policy

   If you change your mind, purchase the wrong item, decide you no longer need your items, or you just don’t like your purchase as much as you thought you would you may be able to return your purchase under our 100 Day Return Policy. We offer this above and beyond your statutory consumer rights.

   You can return a purchase, subject to the conditions below, and elect for a refund or swap over: 

   1. Return goods in “as new” merchantable condition. Do not use the goods before returning them under this policy.
   2. Return goods in the same fashion as they arrived. The goods must be repackaged as they arrive, do not affix any label directly to packaging unless this is how the item was delivered, instead repackage the item in a satchel or similar and affix the label to the protective satchel.
   3. Goods must be received at our return address within 100 days from the date of your original purchase.
   4. All pieces or parts must be returned together and the goods must be complete.
   5. Under our 100 Day Return Policy you’ll need to cover the return postage cost. If an item is being swapped over then FitMyCar will cover the cost of sending the new item.

   Items returned that do not comply with the above conditions may be refused and returned to the buyer, unless an explicit written exception is given prior.
   
   To get started, contact our customer service crew for help or use our self-help product return tool. Our team will assess the concern and assist with a return option under our policies.

2. I received my product from a friend. Can I return it for a refund or exchange?

   No, our guarantees and warranties are both provided to the original purchaser only, and aren't transferable.

3. How long will it take to receive my refund?

   Your refund will be issued once your return has arrived in our warehouse. It can take 3-5 business days for the refund to be reflected on your method of payment.

4. What is fitmycar’s return policy?

   We totally understand that things don't always go as expected, and sometimes goods may have to be returned. The good news is we’re here to help.

   If you have changed your mind, purchased incorrectly, received a faulty/incorrectly described item, or received the wrong item we have a return policy to get you back on track. 

   To get started, contact our customer service crew for help or use our self-help product return tool. Our team will assess the concern and assist with a return option under our policies.

5. Incorrectly described, faulty, not fit-for-purpose “statutory” guarantee

   Don’t think you got what you paid for? If your accessory has been incorrectly described, is not “fit for purpose”, or is faulty, we are genuinely sorry and want to fix this for you asap.
   
   To get started, contact our customer service crew for help or use our self-help product return tool. Our team will assess the request and assist with a return option in accordance with your rights under statutory consumer law. Return postage will be covered by us.

6. How do I return something?

   If you have changed your mind, purchased incorrectly, received a faulty/incorrectly described item, or received the wrong item we want to help you get back on track as quickly as possible.
   
   To get started, contact our customer service crew for help or use our self-help product return tool. Our team will assess the concern and assist with a return option under our policies.

7. I've returned an item, have you received it?

   You can track the status of your return via our self-help product return tool. If the status is set to “processing” this means the item isn’t at our warehouse or is waiting to be processed. You’ll receive an email update once your return has been assessed.

8. I need to cancel my order, is this possible?

   Yes. Simply contact our team via phone or email.

9. 100% fitment guarantee

   We guarantee all products will fit the vehicle as stated on our website and your order confirmation email. If a product does not fit as stated then we will offer a return for refund or swap over - whichever you prefer. 

   Before proceeding with a return under our Fitment Guarantee you may be asked to send us evidence of the fitment problem along with details of the vehicle. This in order for us to determine the cause of the issue and to qualify the type of return under our policies.

   Under our Fitment Guarantee all postage costs will be covered by us.

   Guarantee conditions:

   • Supply evidence of the fitment defect as requested. This will be in the form of photos showing the issue and the vehicle for us to determine the source of the problem.
   • Return goods in “as new” merchantable condition. If there is an issue in regards to fitment then do not use the goods before returning.
   • Return goods in the same fashion as they arrived. The item must be repackaged as they arrive, do not affix any label directly to packaging unless this is how the item was delivered, instead repackage the item in a satchel or similar and affix the label to the protective satchel.
     

   Items returned that do not comply with the above conditions may be refused and returned to you, unless an explicit written exception is given prior.

   To get started, contact our customer service crew for help or use our self-help product return tool. Our team will assess the concern and assist with a return option under our policies.

10. How do I return my recyclable Footprint mats?

    When you're done with your recyclable Footprint mats, simply head over to this link and follow the instructions: I'm ready to recycle my mats.