Returns & Cancellations
What Is Your Return Policy?
Rugs in a listed size and colorway can be returned within 15 days of delivery, unused and in original condition. A 15% restocking fee applies, and return packaging and shipping are yours to cover. Once a return is approved, please ship it within 7 days; we refund within 7 days of receiving it.
Customized and Bespoke Rugs Are Final Sale
This covers rugs customized in the Jubi Customizer, rugs made in a custom size or color, and bespoke commissions. If your rug arrives damaged or isn't what you ordered, email returns@shop-jubi.com.
Unsure about color or size before you order? Borrow The Jubi Wool Palette, order a rug swatch, or get a free Rug Plan.
Rug Swatches and The Jubi Wool Palette
Rug swatches ($95) are yours to keep and can't be returned. Up to three are credited toward a rug ordered within 90 days.
The Jubi Wool Palette is a loan. Send it back within 60 days with the prepaid label in the box, and your $150 deposit is refunded in full. If it comes back damaged, we may keep part of the deposit. Trade members borrow it free.
EU & EEA Customers: Right of Withdrawal
Our rugs are made to order, produced individually to the specifications you select. Under the EU Consumer Rights Directive (Article 16(c)) and equivalent EEA law, made-to-order goods are exempt from the statutory 14-day right of withdrawal, which therefore does not apply to these items.
This never reduces your rights. Our voluntary 15-day return policy applies worldwide, including in the EU and EEA, and gives you more than the statutory minimum. Your statutory rights regarding faulty, damaged, or misdescribed goods are unaffected.
How Do I Make a Return?
To start a rug return, email us at returns@shop-jubi.com. To return The Jubi Wool Palette, use the prepaid label in its box. 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.