Refund policy

📦 Custom Pad Co Return & Exchange Policy

At Custom Pad Co, every rug pad is custom-cut to your specifications and made to order. Because of this, we are unable to accept returns or exchanges for reasons such as incorrect size, preference changes, or accidental orders.

However, we stand behind the quality of our products. If your order arrives with a noticeable defect or damage that is not typical of our materials or production process, we are happy to make it right.

✅ Eligible Issues for Refund or Exchange

We will provide a replacement or refund under the following conditions:

  • The rug pad is significantly damaged in transit

  • There is a manufacturing defect (e.g., large tears, separation of material, or nonstandard cuts)

  • The product does not match your order specifications (e.g., incorrect material or size beyond our ±1” cutting tolerance)

To initiate a return request, email support@custompad.co within 5 business days of receiving your order. Please include:

  • Your order number

  • Clear photos of the issue

  • A description of the problem

Our team will review your request within 2 business days and let you know the next steps.

🚫 Non-Returnable Situations

We do not offer refunds or exchanges for:

  • Incorrect measurements provided by the customer

  • Normal material variation (e.g., slight rubber scent or color variation)

  • Minor trimming tolerance (up to ±1”)

  • Change of mind or ordered in error

If you’re unsure about sizing or material type, we encourage you to contact us before placing your order.

🔁 Exchanges

In approved cases, we will send a replacement pad at no cost, or offer a store credit or refund to your original payment method. The original item may need to be returned before a replacement is issued, depending on the situation.

📦 Return Shipping (if applicable)

If a return is approved, we will provide a prepaid shipping label or instructions for disposal, depending on the item and issue. Unauthorized returns will not be accepted.

Questions?

For questions about your order, or to request support, contact us at support@custompad.co.