Returns & Cancellations FAQs

What Is Your Return Policy?

Rugs: Return requests must be submitted within 15 days of delivery. Eligible returns are subject to a 15% restocking fee, and customers are responsible for all return packaging and shipping costs. Rugs must be unused and in original condition. Once a return is approved, it must be shipped back within 7 days of approval. Refunds are processed within 7 days after the return is received and approved. Custom rugs are not eligible for return.

Rug Samples: Samples are eligible for return within 30 days of delivery. Once a sample return is initiated, it must be shipped back within 7 days using the prepaid return label provided. Samples must be returned in original condition and free of damage or excessive wear. Samples returned outside these timelines may no longer be eligible for a refund, and the deposit may be retained.

Key Holders, Blankets & Art Prints: These items can be returned within 15 days of delivery. Customers 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 rug samples, email us as well so we can confirm the return and provide any needed details for the prepaid label. 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 may be returned within 30 days of delivery in original condition for a refund. Once your return is initiated, the sample must be shipped back within 7 days using the prepaid return label provided. Samples returned outside these timelines may no longer be eligible for a refund, and the deposit may be retained. To start a sample return, email returns@shop-jubi.com.