Refund policy

At Jinora Rugs, we want you to be satisfied with your purchase. If you are not completely happy with your order, please review the return, refund, and exchange information below.

Return Period

Customers may request a return within 14 days from the date the item is received.

To be eligible for a return, your request must be submitted within 14 days of receiving the product.

Requests submitted after the return period may not be accepted.

Eligible Return Conditions

We accept returns for both:

  • Buyer's remorse (for example, the item is no longer wanted, ordered by mistake, or does not meet personal preference).
  • Products that arrive defective, damaged, or with manufacturing defects.

To qualify for a return, the item must:

  • Be in its original condition.
  • Be unused or only lightly handled for inspection purposes.
  • Include all original tags, packaging, and accessories, if applicable.
  • Show no significant wear, damage, alteration, staining, or signs of extended use.

Items that do not meet these conditions may be refused or may qualify only for a partial refund where permitted by applicable law.

Non-Returnable Items

The following items are not eligible for return:

  • Clearance items
  • Final sale items
  • Special promotional items marked as non-returnable
  • Gift cards, if applicable

Any item specifically identified as non-returnable at the time of purchase is excluded from this policy.

How to Start a Return

To initiate a return, please contact our customer support team before sending any item back.

Please provide:

  • Your order number
  • A brief description of the reason for the return
  • Photos of the item if it is damaged, defective, or incorrect

You may contact us by email at service@jinorarugs.com.

After your request is reviewed, we will provide return instructions and the appropriate return address if the return is approved.

Please note that we do not provide prepaid return shipping labels.

Returns sent without prior authorization may experience processing delays or may not be accepted.

Return Shipping Costs

For returns due to buyer's remorse or non-defective items:

  • Return shipping costs are the responsibility of the customer.
  • Shipping costs are paid according to the actual shipping charges incurred with the carrier.

For defective, damaged, or incorrect items:

  • Return shipping costs may be covered by Jinora Rugs after verification of the issue.
  • Customers may be asked to provide photos or other supporting information before approval.

Exchanges

We are pleased to offer exchanges.

If you would like a replacement item, a different size, or an exchange for the same product due to a verified defect, please contact our customer support team within the applicable return period.

Exchange requests are subject to product availability.

If the requested replacement is unavailable, an alternative solution, such as a refund, may be offered.

Refund Processing Time & Method

Once the returned item is received and inspected, eligible refunds will be processed within 4–8 business days.

Approved refunds will be issued to the original payment method used for the purchase, including PayPal, credit cards, or other supported payment methods.

Depending on your financial institution or payment provider, it may take additional time for the refunded amount to appear in your account.

We do not charge any restocking fees for approved returns.

Lost or Damaged Return Shipments

If a return package is lost or damaged while being shipped back to us, please contact us as soon as possible.

Customers may be asked to provide:

  • Shipping receipt
  • Tracking information
  • Photos of package damage (if applicable)
  • Any correspondence with the carrier

We will work with you in good faith to review the situation and determine an appropriate resolution based on the available evidence.

Partial Returns

If an order contains multiple items, customers may return only the eligible items they wish to return, provided those items meet the conditions outlined in this policy.

Refunds will be calculated based on the value of the returned eligible items only.

Contact Us

If you have any questions regarding returns, refunds, or exchanges, please contact us:

Jinora Rugs
Email: service@jinorarugs.com
Phone: +1 (323) 377-0179

Contact Form: Please use the contact form available on our website's Contact Us page.

Business Hours: Monday – Friday, 10:00 AM – 6:00 PM (EST)