Refund & Cancellation Policy

Draft commercial terms for owner confirmation before public checkout is enabled.

Draft updated 5 August 2026

Before production

A cancellation request should be sent immediately. Whether an order can be cancelled depends on whether design development, yarn preparation or production has begun.

Custom and made-to-order rugs

Custom sizes, colours, materials, patterns and personalised rugs are made specifically for the customer. Final return eligibility and any cancellation charge will be confirmed in the written order terms before payment.

Incorrect or damaged items

If the rug received is materially incorrect or arrives damaged, contact us promptly with the order number, photographs and an explanation. We will review the issue and confirm repair, replacement or refund options as appropriate.

Owner review required

The return window, cancellation period, return-shipping responsibility and any restocking charge are not final until approved by the studio owner. Online checkout will remain disabled until these terms are confirmed.

Questions? Email Custommaderugss@gmail.com.