Carlux Returns & Refund Policy
We want you to feel confident when shopping with The Organised Auto. All returns and refunds for Carlux products are handled in accordance with Australian Consumer Law, and subject to the conditions outlined below.
⚠️ Custom-Made Products – Important Notice
Carlux Boot Liners and Car Mats are custom-made to order, tailored to the vehicle specifications provided at checkout. By placing an order, you agree to the following:
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Cancellations cannot be made after 3 business days of placing your order, as production begins promptly.
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No refunds will be issued for change-of-mind, colour or design preference, as these are custom-built items. You are responsible for selecting your preferred style and colour prior to placing an order.
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You may request images or video previews of colours and finishes by contacting our support team before ordering.
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If a return is insisted upon for a custom-made item, a 35% re-stocking fee will apply to cover material and labour.
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You will be responsible for return postage and packaging.
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Refunds for custom items will only be processed after the item has been returned, inspected, and deemed to be unused and undamaged.
✅ Eligibility for Return & Refund
To be eligible for a return:
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The item must be unused, in original packaging, and free from wear, stains, damage, smells, or animal hair.
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Return requests must be made within 14 days of receiving your order.
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Items returned without prior approval or that do not meet return criteria will not be refunded.
Returns will not be accepted for:
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Custom-made items beyond the 3-day production window.
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Change of mind, incorrect selection, or aesthetic preferences.
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Items not in their original condition or returned without original packaging.
🔁 Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or incorrect, you are entitled to a refund or replacement under Australian Consumer Law.
Please follow these steps:
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Email support@theorganisedauto.com.au within 14 days of receiving your order.
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Include:
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Full name and email address used at purchase
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Order number
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Description of issue
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Photos or video of the product and packaging
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We will assess your claim and notify you of the next steps.
If approved, we may either:
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Issue a refund
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Send a replacement item
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Provide store credit
Postage costs will be reimbursed only for faulty or defective items.
🔄 Exchanges
We only replace items if they are defective or damaged. If you need to exchange your Carlux product, email us with the issue details and supporting photos/videos.
❌ Cancellations
If you wish to cancel your order:
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Within 24 hours: Cancellations may be accepted without penalty.
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After 24 hours: A 5% admin fee will be deducted from your refund to cover processing and handling.
💸 Refunds Process
Once your return is received and approved, we’ll initiate your refund:
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Refunds are processed to the original payment method within 5–10 business days (minus any restocking or shipping fees, where applicable).
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We may, in some cases, approve a refund without requiring the item to be returned. This is at our discretion.
🔍 Missing or Late Refunds
If you haven’t received your refund:
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Check your bank account again
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Contact your card provider
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Contact your bank
If you’ve done all of the above and still have not received your refund, please email us.
🚚 Return Shipping
Unless the item is faulty or damaged:
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You are responsible for covering return shipping costs.
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Original shipping costs are non-refundable.
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All returns must be pre-approved — do not send items without contacting us first.
📬 Contact Us
To initiate a return, refund or warranty claim, please contact us through our Contact Page or email support@theorganisedauto.com.au.