Claims and Defective Returns
A clear process to follow if you find a manufacturing defect or a mismatch with the specification in your shipment.
How to File a Defect Claim
The more detailed and prompt your request, the faster we can decide on a replacement or completing the shipment.
Document the Defect
Take a photo or video of the problem item, and note the order number and shipment the claim relates to.
Submit Your Request
Send the materials to info@carmatssupplier.com or through the site form — describe the nature of the defect and your preferred resolution.
Review
A manager confirms receipt of your claim within 24 hours and agrees on the next step: replacement, completion, or another resolution.
Resolution
Agreed-upon units are delivered with the next shipment or sent separately — timelines are confirmed in writing.
Deadlines and Requirements
Approximate timelines — confirmed in the contract for your order
What Happens When a Defect Is Confirmed
Item Replacement
The defective set is replaced with the next shipment or sent separately — at the Company's expense.
Completing the Shipment
If there's a shortage or a mismatch with the specification, the missing units are delivered separately.
Compensation
If a replacement isn't possible within a reasonable time, a partial refund of the shipment cost is considered.
Frequently Asked Questions About Claims
What is the deadline for filing a defect claim?
A claim for an obvious manufacturing defect must be filed within 14 days of receiving the shipment, with a photo or video of the defect and the order number attached.
What should I do if a mat arrives in the wrong color or size?
Send a photo of the received shipment and compare it against the specification — once a discrepancy is confirmed, the Company completes or replaces the item at its own expense.
Is a refund available for the shipment?
The priority option is replacing defective units or completing the shipment. A partial refund is considered on a case-by-case basis if replacement isn't possible within a reasonable time.
July 1, 2026
These rules apply to wholesale car mat shipments from CarMats Supplier and are used together with the terms set out in the contract or invoice for a specific order. Claims for mechanical damage that occurs during transport arranged by the buyer after cargo acceptance are handled separately — please check with your account manager.
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Contact a Manager Directly
Describe the situation — we'll respond with a proposed resolution within 24 hours.