Returns & Cancellations FAQs

What Is Your Return Policy?

Rugs: You may return a rug within 15 days of receiving it. All rug returns are subject to a 15% restocking fee, and buyers are responsible for return shipping and packaging. Rugs must be unused and in original condition to qualify. Once approved, refunds are processed within 7 days. Custom rugs are not eligible for return.

Key Holders, Blankets & Art Prints: These items can be returned within 15 days of delivery. Buyers are responsible for return shipping, and items must be in original condition. If not, a deduction may apply. Some items are final sale—please check the product page for details.

Handmade Wall Hangings & Custom Orders: These items are not eligible for return unless they arrive damaged. Please contact us if this happens and we’ll help resolve it.

How Do I Make a Return?

To start a rug return, email us at returns@shop-jubi.com. For all other items, you can access the return portal by logging into your JUBI account. If you're unsure whether your item is eligible for return, feel free to contact us first.

Can I Cancel My Order?

You can request a cancellation within 24 hours of placing your order by emailing hello@shop-jubi.com. After that window, your item may already be in production or packed for shipment and cannot be canceled.

Can I Exchange My Rug?

We do not offer direct exchanges at this time. If your rug is eligible for return, you may send it back following our return policy and place a new order for the replacement. We're happy to help guide you to the right size or style.

Can I Return a Sample?

Yes. Samples can be returned in original condition for a refund or applied as a credit toward a future rug purchase. We recommend returning samples within 14 days of receiving them. Please contact us to start your return.