Refund policy
Custom Auto Covers LLC, doing business as Custom Car Cover (“Custom Car Cover,” “we,” “us,” or “our”), wants customers to receive products that reasonably match their confirmed order and vehicle information.
This policy explains order cancellations, vehicle fitment claims, product issue claims, returns, replacements, remakes, and refunds.
Please contact us at info@carcovercustom.com before returning any product. A return is not authorized until we confirm approval and provide return instructions.
1. 24-HOUR ORDER CANCELLATION AND CORRECTION PERIOD
Customers may request an order cancellation or correction within 24 hours after placing an order.
During this period, customers should carefully review the following information shown in their order confirmation:
- Vehicle year;
- Vehicle make;
- Vehicle model;
- Body style;
- Trim or configuration;
- Shipping address;
- Product selection; and
- Any other vehicle or order information.
Vehicle-specific production generally begins after the 24-hour review period and after all required vehicle information has been confirmed.
A cancellation, correction, or modification request is not approved until we confirm approval in writing.
After custom production has begun, a vehicle-specific order generally cannot be canceled or materially changed because materials, labor, and production capacity have already been committed to that order.
2. 30-DAY PRODUCT ISSUE AND FITMENT CLAIM PERIOD
Customers must contact us within 30 days after delivery if:
- The product arrives damaged;
- The product has a manufacturing defect;
- The wrong product was delivered;
- The product is materially different from the confirmed order or product description; or
- A vehicle-specific product does not reasonably fit the accurate vehicle information confirmed for the order.
The 30-day period is a product issue and fitment claim period. It is not a general change-of-mind return period for custom-made vehicle-specific products.
Claims submitted more than 30 days after delivery may be reviewed under any applicable written warranty but might not qualify for a return or refund under this policy.
3. VEHICLE INFORMATION AND FITMENT CLAIMS
Vehicle-specific products are produced or selected using the vehicle information provided or confirmed by the customer.
Depending on the product, required information may include:
- Vehicle year;
- Make;
- Model;
- Body style;
- Trim or configuration;
- Number of doors;
- Vehicle dimensions;
- Vehicle photographs;
- Factory accessories;
- Aftermarket accessories or modifications; and
- Other information reasonably required to review fitment.
Customers are responsible for providing complete and accurate vehicle information.
Relevant modifications must be disclosed before production, including:
- Roof racks;
- Spoilers;
- Antennas;
- Body kits;
- Wide-body conversions;
- Custom bumpers;
- Lift kits;
- Non-factory accessories; and
- Other changes that may affect fitment.
If we produce or select an incorrect product after receiving accurate and complete vehicle information, we will review the claim and provide an appropriate remedy at no additional product cost.
Depending on the circumstances, the remedy may include:
- Installation or troubleshooting assistance;
- A replacement component;
- A product adjustment;
- A remake;
- A replacement product;
- Return authorization;
- Store credit;
- A partial refund; or
- A full refund.
The appropriate remedy will depend on the nature of the issue and the evidence provided.
We cannot guarantee a free replacement or refund when a fitment problem results from inaccurate, incomplete, or undisclosed vehicle information supplied by the customer.
In these situations, we may offer a discounted remake or another reasonable resolution, depending on the circumstances.
4. DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS
Please inspect the product promptly after delivery.
To report a damaged, defective, incorrect, or materially misdescribed product, email info@carcovercustom.com and provide:
- Your order number;
- Your full name;
- The email address used for the order;
- Vehicle year, make, model, body style, and trim;
- A detailed description of the issue;
- Clear photographs of the entire product;
- Close-up photographs showing the reported issue;
- Photographs of the product installed on the vehicle when the issue involves fitment; and
- Photographs of the shipping packaging when the product was damaged during delivery.
We may request additional photographs, measurements, videos, or other information reasonably necessary to evaluate the claim.
Customers should not cut, sew, alter, repair, permanently mark, wash, dispose of, or intentionally damage the product before the claim has been reviewed.
Normal variations in color, stitching, texture, shade, packaging, or construction that do not materially affect the product’s intended use are not necessarily considered defects.
5. CHANGE-OF-MIND RETURNS
Because vehicle-specific covers are custom-made or selected using confirmed vehicle information, we generally do not accept change-of-mind returns after custom production has begun.
Examples of reasons that generally do not qualify for a return or refund include:
- The customer no longer wants the product;
- The customer ordered for the wrong vehicle;
- The customer supplied incorrect or incomplete vehicle information;
- The customer did not disclose relevant vehicle modifications;
- The customer prefers a different color, material, or design after production has begun;
- The product was improperly installed;
- The product was altered, cut, sewn, washed, marked, or repaired;
- The product was damaged after delivery;
- The product was improperly stored or maintained;
- The issue results from ordinary wear and tear;
- The issue results from misuse, accident, animals, chemicals, sharp objects, or severe weather; or
- The customer failed to follow the provided installation or care instructions.
This restriction does not apply when the product is defective, damaged in transit, incorrect, materially misdescribed, or subject to a consumer right that cannot legally be excluded.
6. NON-CUSTOM ACCESSORIES
Eligible non-custom physical accessories may be returned within 30 days after delivery when they are:
- Unused;
- Unwashed;
- Unaltered;
- Undamaged;
- In resalable condition; and
- Returned with the original packaging, instructions, accessories, and included components.
Customers are responsible for return shipping costs for an approved change-of-mind return of a non-custom accessory.
Original expedited shipping charges, remote-area surcharges, and other additional shipping charges are not refundable unless the return results from our error.
Optional protection plans, replacement coverage, or similar add-on products may be subject to additional terms displayed on the applicable product page.
Optional coverage that has already been used for an approved claim is not refundable, except where required by applicable law.
7. HOW TO REQUEST A RETURN, REPLACEMENT, OR REFUND
To request assistance, email:
info@carcovercustom.com
Please include:
- Your order number;
- Your full name;
- The product involved;
- The reason for the request;
- Your vehicle information, when applicable;
- Clear supporting photographs or videos; and
- Any additional information relevant to the request.
We typically respond within one business day.
After reviewing the request, we will explain the available resolution and confirm whether the product must be returned.
If a return is approved, we will provide:
- A Return Merchandise Authorization number, when applicable;
- The exact recipient or warehouse reference information, when required;
- Return packaging instructions;
- The return deadline;
- Information about the return shipping label or shipping cost; and
- Any additional return instructions.
Customers must contact us and receive written return approval before sending any product.
Products returned without prior authorization, without sufficient identifying information, without the required warehouse reference, or to an incorrect address may be refused, delayed, or returned to the sender.
8. AUTHORIZED RETURN FACILITY
Approved product returns must be sent to the following authorized return facility unless our return approval email provides different instructions:
Authorized Return Facility:
1325 Remington Blvd, Suite B
Bolingbrook, IL 60490
United States
The recipient name, warehouse reference, RMA number, or account identifier required for the package will be provided in the return approval instructions when applicable.
Customers should clearly include their order number and any provided RMA number inside or on the returned package.
Do not send returns to our business correspondence address or registered agent address.
We are not responsible for delays, refusal, loss, or additional shipping costs caused by sending a product to an incorrect address or without the required return authorization information.
9. RETURN SHIPPING COSTS
When a return is required because we delivered an incorrect product, confirmed a manufacturing defect, or approved a covered fitment claim based on accurate customer information, we will provide one of the following:
- A prepaid standard return shipping label; or
- Reimbursement of reasonable standard return shipping costs approved by us in advance.
When we approve a discretionary return that is not caused by our error, the customer is responsible for the return shipping cost.
Customers must use the shipping method, return address, and package instructions included in our return approval.
Customers are responsible for packaging returned products securely.
We are not responsible for damage caused by inadequate return packaging.
When customers arrange their own return shipping, they should use a trackable shipping service and retain proof of shipment until the claim has been fully resolved.
Unauthorized cash-on-delivery shipments may be refused.
10. REPLACEMENTS AND REMAKES
When a replacement or remake is approved, customers may be required to:
- Return the original product;
- Provide additional vehicle information;
- Provide updated measurements or photographs;
- Confirm vehicle modifications; or
- Provide evidence that the original product has been made unusable when a physical return is not required.
Replacement and remake timelines may be similar to the original production and shipping timeline.
Unless otherwise stated, the estimated timeline for a replacement or remake is:
Vehicle verification and production:
5–8 business days
Shipping transit:
7–12 business days
These timelines are estimates and are not guaranteed arrival dates.
A replacement or remake does not create a new change-of-mind return period.
Customers may still report a manufacturing defect, transit damage, incorrect item, or unresolved covered fitment issue involving the replacement.
11. REFUND REVIEW AND PROCESSING
When a return is required, we will inspect the returned product after it is received at the authorized return facility.
We will notify the customer whether the refund has been:
- Approved;
- Declined;
- Partially approved; or
- Adjusted based on the product condition and circumstances of the claim.
Approved refunds are issued to the original payment method within 10 business days after refund approval.
Banks, card issuers, and payment providers may require additional time to display the refund in the customer’s account.
Refunds can only be issued to the original payment method. We cannot redirect a refund to another card, bank account, payment account, or person.
Please contact info@carcovercustom.com if more than 15 business days have passed since we confirmed that a refund was approved.
When legally permitted, a refund may be reduced if an authorized returned product:
- Is missing components;
- Has been altered;
- Has been damaged after delivery;
- Has been used beyond what was reasonably necessary to inspect the product;
- Was returned without the original included accessories; or
- Has lost value for reasons unrelated to the reported product issue.
No deduction will be made for damage, defects, incorrect products, or covered fitment problems caused by us.
12. LOST OR DELAYED RETURNS
Customers using a prepaid return label provided by us should retain the shipping receipt until the claim has been completed.
Customers arranging their own approved return shipping should:
- Use a trackable shipping service;
- Retain the shipment receipt;
- Retain the tracking number; and
- Send us the tracking information when requested.
If tracking confirms that an authorized return was delivered to the designated return facility but the return cannot be located, we will investigate the matter with the warehouse or carrier.
We are not responsible for an unauthorized return sent to an incorrect address, sent without tracking, or sent without required identifying information.
13. REFUSED OR UNDELIVERABLE ORDERS
If an order is returned to us because:
- The customer refused delivery;
- The shipping address was incorrect or incomplete;
- The customer failed to collect the package;
- The carrier could not access the delivery location; or
- The customer did not respond to carrier delivery requests,
we will contact the customer after the package is received or confirmed as returned.
Additional shipping charges may apply before the package can be shipped again.
For custom-made products, refusal of delivery does not automatically qualify the order for a full refund.
Any available refund will be reviewed based on the product condition, original shipping costs, return shipping costs, custom production status, and applicable law.
14. ORDER DISPUTES AND CUSTOMER SUPPORT
We encourage customers to contact us before submitting a payment dispute so that we have an opportunity to investigate and resolve the issue.
Contacting us does not limit any right a customer may have with a bank, card issuer, payment provider, or under applicable law.
We will respond to reasonable customer requests and make good-faith efforts to resolve legitimate concerns involving:
- Product quality;
- Vehicle fitment;
- Shipping;
- Delivery;
- Returns;
- Replacements;
- Remakes; and
- Refunds.
15. CONSUMER RIGHTS
Nothing in this policy excludes or limits any warranty, remedy, cancellation right, refund right, or consumer protection that cannot legally be excluded or limited.
Where mandatory law provides greater protection than this policy, the applicable mandatory legal requirement will apply.
16. CONTACT INFORMATION
Custom Auto Covers LLC
Doing business as Custom Car Cover
Registered in Wyoming, United States
Email:
info@carcovercustom.com
Phone:
+1 (307) 381-8032
Customer support hours:
Monday–Friday, 9:00 AM–5:00 PM MT
Business correspondence address:
439 US Route 1, Ste A3
York, ME 03909
United States
Authorized return facility:
1325 Remington Blvd, Suite B
Bolingbrook, IL 60490
United States
The business correspondence address is not a product return address.
Customers must contact us before returning any product. A return is not authorized until we confirm approval and provide the applicable return instructions, recipient information, and RMA number when required.
Unauthorized returns may be refused, delayed, or returned to the sender.