REFUND POLICY

 

This policy applies to purchases made on www.justrug.com. Items purchased through third-party marketplaces or retailers are subject to the return policies of those platforms.

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. Return shipping is free on all orders worldwide. 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 are reviewed and approved within 3 business days.
• We may email you for additional information needed to prepare your return label. Please reply within 14 days; return requests that remain incomplete after 14 days will be closed.
• Once your return is approved, you will receive an email containing your prepaid return shipping label and detailed return instructions.

Return Eligibility

• We gladly accept returns of new, unused, unwashed, and unaltered items in their original condition.
• Items showing visible damage, stains, odors, pet hair, or other signs of use are not eligible for a refund.
• Rugs that have been cut, trimmed, or otherwise altered are not eligible for return.
• Items must be securely packaged in the original packaging or similar protective packaging.
• Gift cards are final sale and cannot be returned.
• Return requests submitted more than 30 days after delivery cannot be accepted.

Returning the Item

• Please drop off your package within 14 days of receiving your return shipping label.
• 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 drop-off receipt and tracking number for reference.
• Once your package is scanned by the carrier, JUSTRUG is responsible for any loss or damage in transit.

Returns That Do Not Meet Our Standards

• Items returned in a condition that does not meet the eligibility standards above will not be refunded.
• In this case, we will contact you with photos and an explanation. The item can be shipped back to you at your expense.
• Items unclaimed for 30 days after this notification may be donated or disposed of.

Refund Processing

• Once the returned item is received at our warehouse, it is inspected and your refund is issued 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.
• If you return part of an order, we refund the amount you actually paid for the returned item after any discount applied to it.

Damaged or Incorrect Deliveries

If your rug arrives damaged, or if you receive the wrong item, please contact us at [email protected] as soon as possible with photos of the item and its packaging. We will arrange a replacement or a full refund at no cost to you, and the standard return process above does not apply.

Gifts

If you received a rug as a gift, contact us at [email protected] with the order number or the name and email of the purchaser. Refunds for gifts are issued to the original payment method used by the purchaser.

Exchanges

We do not offer direct exchanges. If you would like a different size, color, or design, simply return your item for a refund and place a new order at any time.

Price Adjustment

If the price of an item you purchased drops within 7 days of your purchase, contact us at [email protected] and we will refund the difference to your original payment method. Price adjustments are issued on request and do not apply to items bought during a promotion or with a discount code.

90-Day Quality Warranty

All JUSTRUG rugs are covered by a 90-day quality warranty against manufacturing defects, starting from the delivery date. This includes:

• Construction: stitching that unravels, edges or binding that separate from the rug, seams that come apart, or backing that peels, cracks, or detaches from the surface.
• Weave and print: gaps, pulls, or bald patches in the weave, pattern misalignment, blurred or skipped printing, and color that differs noticeably from the product listing.
• Color stability: dyes that bleed or transfer onto the floor or between areas of the rug during normal use or during washing according to our care instructions.
• Shape and size: dimensions outside our stated tolerance, edges or corners that curl or lift and do not settle, and rugs that will not lie flat on a level floor.
• Non-slip backing: backing that fails to grip, hardens, or crumbles under normal indoor use.

To make a warranty claim, contact us at [email protected] with photos of the issue and your order number. Upon verification, a replacement will be sent or a refund will be processed within 3 business days, at no additional cost to you.

This warranty does not cover damage caused by spills, stains, moisture, pets, improper cleaning, use on stairs or under rolling chairs, or any aftermarket stain or soil treatment applied to the rug. Shedding, minor color variation from screen images, and creases from rolling during shipment are normal characteristics and are not considered defects. The warranty applies to the original purchaser and is not transferable.

Your Legal Rights

Our return policy and our 90-day Quality Warranty are offered in addition to the rights you have under the consumer laws of your country. Nothing in this policy limits or affects those rights.

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.