At Joux Carpet, customer satisfaction is our priority. If you are not completely satisfied with your purchase, you have 14 days from the date of delivery to request a refund or exchange.
When Can You Request a Refund or Exchange?
You may submit a request in the following cases:
• If the rug was damaged during delivery.
• If there are missing items in your order or you received the wrong model.
• If the product has a manufacturing defect or a quality issue.
• If you wish to exchange the product for another model or request a refund within the allowed period.
How to Submit a Request?
To request a refund or exchange, please contact us at Jouxcarpet@gmail.com and provide the following details:
1. Order number.
2. Full name & Surname of the purchaser.
3. Final invoice.
4. Photos of the issue (damaged product, wrong item, etc.).
5. A short description of the problem and your preferred solution (refund or exchange).
We will review your request and respond within 3 business days with further instructions.
Return & Exchange Conditions
• The product must be unused, in its original packaging, and without additional damage.
• If the issue is due to our mistake (damaged or incorrect product), Joux Carpet will cover the return shipping costs.
• If you are returning the product for personal reasons (e.g., change of preference), the customer covers the return shipping costs.
How to Return a Product?
• Customers in Serbia can return products by post using BexExpress (shipping cost paid by the customer) or bring the product directly to our store at:
📍 Dragoslava Jovanovića 13, Belgrade
• International customers must return products via DHL (shipping cost paid by the customer).
• Once we receive and inspect the returned product, we will process the refund or exchange within 7 business days.
Refund Method
• All refunds will be paid to the customer’s bank account.
• If the purchase was made online, the refund will be issued to the same card used for payment.
• Refunds may take 3-5 business days to be processed, depending on the bank’s processing time.
NOTICE OF THE RIGHT TO OUT-OF-COURT RESOLUTION OF CONSUMER DISPUTES
At Joux Carpet, we strive to provide high-quality products and ensure customer satisfaction. If you have any concerns regarding your purchase, we encourage you to first contact our customer service so we can work together to find a solution.
If you are not satisfied with our response, you have the right to initiate an out-of-court consumer dispute resolution process by submitting a request to one of the recognized dispute resolution bodies. The list of these bodies is compiled and publicly available through the Ministry responsible for consumer protection.
The out-of-court dispute resolution process can only be initiated if the consumer has previously submitted a complaint to Joux Carpet and has received a response.
According to the law, Joux Carpet is required to participate in this procedure, which must be completed within 90 days from the date of submission. In complex cases, this period may be extended by an additional 90 days, with both the consumer and Joux Carpet being informed accordingly.
Participation in this process does not automatically entitle the consumer to a refund or replacement. The outcome will depend on applicable consumer protection laws and the specifics of the case.
The consumer may withdraw from the out-of-court resolution process at any time before the procedure is finalized.
For more details, you can access the official list of dispute resolution bodies [https://vansudsko.must.gov.rs/adrbodies].
If you have any questions or need assistance, feel free to contact us at jouxcarpet@gmail.com.
We appreciate your trust in Joux Carpet!
At Joux Carpet, customer satisfaction is our priority. If you are not completely satisfied with your purchase, you have 14 days from the date of delivery to request a refund or exchange.
When Can You Request a Refund or Exchange?
You may submit a request in the following cases:
How to Submit a Request?
To request a refund or exchange, please contact us at Jouxcarpet@gmail.com and provide the following details:
We will review your request and respond within 3 business days with further instructions.
Return & Exchange Conditions
How to Return a Product?
Refund Method
NOTICE OF THE RIGHT TO OUT-OF-COURT RESOLUTION OF CONSUMER DISPUTES
At Joux Carpet, we strive to provide high-quality products and ensure customer satisfaction. If you have any concerns regarding your purchase, we encourage you to first contact our customer service so we can work together to find a solution.
If you are not satisfied with our response, you have the right to initiate an out-of-court consumer dispute resolution process by submitting a request to one of the recognized dispute resolution bodies. The list of these bodies is compiled and publicly available through the Ministry responsible for consumer protection.
The out-of-court dispute resolution process can only be initiated if the consumer has previously submitted a complaint to Joux Carpet and has received a response.
According to the law, Joux Carpet is required to participate in this procedure, which must be completed within 90 days from the date of submission. In complex cases, this period may be extended by an additional 90 days, with both the consumer and Joux Carpet being informed accordingly.
Participation in this process does not automatically entitle the consumer to a refund or replacement. The outcome will depend on applicable consumer protection laws and the specifics of the case.
The consumer may withdraw from the out-of-court resolution process at any time before the procedure is finalized.
For more details, you can access the official list of dispute resolution bodies [https://vansudsko.must.gov.rs/adrbodies].
If you have any questions or need assistance, feel free to contact us at jouxcarpet@gmail.com.
We appreciate your trust in Joux Carpet!
