Refund policy

REFUND POLICY

 

Customers are free to return their items within 30 days of delivery, and they will not be charged for any additional costs, including return shipping. This policy aims to maximize customer satisfaction through a seamless experience.

Return Process

Follow these simple steps to request a return:

Step 1: Sign In to Your Account

  • Visit: www.justrug.com/account
  • Enter your email address.
  • You'll receive a 6-digit verification code via email.
  • Enter the code to access your account (no password needed).

Step 2: View Your Orders

  • Once signed in, you will see your order history.
  • Find the order containing the rug you want to return.
  • Click on the order to view the details.

Step 3: Request a Return

  • On the order details page, click "Request a return."
  • Select the rug(s) you want to return and choose your reason.
  • Add any additional comments (optional) and click "Submit return request."

Return Approval

  • Return requests will be reviewed and approved within 3 business days.
  • Once approved, you will receive an email containing a return shipping label and detailed return instructions.

Returning the Item

  • Securely package the item (use original packaging if possible).
  • Use the provided return shipping label to send the product back to our warehouse.
  • All returns must be dropped off by the customer at the nearest authorized carrier location (e.g., FedEx drop-off point) using the prepaid label provided. Home collection services are not available.
  • Keep your tracking number for reference.

Refund Processing

  • Once the returned item is received and inspected at our warehouse (to confirm it is not defective or damaged beyond normal use), your refund will be processed within 3 business days.
  • Refunds are issued back to your original payment method.
  • Refunds typically appear in your account within 5-7 business days, though the exact time may vary depending on your bank or payment provider.

Faulty Product Returns

If there is any defect in the items you purchase from us, a replacement will be sent immediately at no additional cost to the buyer.

  • To return a faulty or defective item, please follow the steps outlined in the Return Process section above.
  • Defective items must be returned within 30 days of delivery.
  • Upon receipt and inspection of the defective item, either a replacement will be issued or a refund will be processed within 5 business days. Proof of defect may be required to complete the process.

Order Cancellation

Once your order has been confirmed, it is possible to cancel it at any point until the packing and shipping process has started. If you cancel your order, we will reimburse all payments received from you, including delivery costs. To cancel your order, please contact us via [email protected]. We will make our best effort to accommodate changes or cancellations; however, we are unable to cancel or change an order once it has begun processing.

Force Majeure

In the event of force majeure, we will not be liable for errors or delays in the performance of refund operations until the incident no longer affects our performance.

Force Majeure: Incidents such as floods, earthquakes, or other comparable elements of nature or acts of God, wars, civil disorders, or revolutions in any country affecting the operations of JustRug, or any other event beyond the reasonable control of the non-performing party—including, without limitation, failures of the internet or any public telecommunication network, denial of service attacks, viruses, or other malicious software attacks, given that the default or delay could not have been avoided or prevented.

 

By placing an order with JustRug, you acknowledge and agree to this Refund Policy. JustRug reserves the right to update this policy as needed to comply with applicable laws.