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 perfect experience.

Return Process

  1. Initiating a Return:
    Customers can initiate a return by logging into their account, selecting the relevant order under the “Complete Orders” link in the My Account menu, and submitting a return request.

  2. 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.

  3. Returning the Item:

    • Securely package the item and use the provided return shipping label to send the product back to our warehouse.

  4. 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, but the time it takes for funds to appear in your account may vary depending on your bank or payment provider.

Custom-Made Products

Custom-made products are specially crafted to order based on customer specifications. As a result, these items cannot be returned or refunded, except in cases where the product arrives faulty or defective.

If you receive a defective custom-made product, please contact us at info@justrug.com with proof of the defect. Defective items must be reported within 30 days of order receipt. Upon verification, we will offer either a replacement or a refund within 5 business days of receiving the returned item.

Faulty Product Returns

If there is any defection with the items you buy from us, another one will be sent immediately with no additional cost to the buyer.

  • First, please email to info@justrug.com, so we can provide you with a return authorization. (To process your return, we may require proof of defective.)
  • Defected items must be returned within 30 days of order receipt.
  • 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.

Please note, the time it takes for the refunded amount to appear in your account may vary depending on your bank or payment provider.

Order Cancellation

Once your order has been confirmed, it is possible to cancel at any point until the packing and shipping process has started. If you cancel your order, we will reimburse to you all payments received from you, including the costs of delivery. To cancel your order please contact us via info@justrug.com. We will make our best effort to accommodate changes to or cancellations of orders that have not yet processed; however, we are unable to cancel or change an order once it begins processing.

Please note, the time it takes for the refunded amount to appear in your account may vary depending on your bank or payment provider.

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 of refund operations.

Force Majeure: incidents are 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.