Refund policy

OUR RETURN & EXCHANGE POLICY

At Tuftingshop, we are committed to providing a happy and satisfying shopping experience. In the event you have a concern with a recent purchase, please visit our support page or contact us directly.

Please note that the return must be done within 14 calendar days of the original delivery to you. The item must also be unsused and returned to us with the original packaging.

When submitting your request, please include: 

• Order ID # 
• SKU or name of the item 
• Reason for the return request
• For exchanges, let us know which item you prefer and we’ll do our best to accommodate your wishes provided the substitute item is of equal value to the original item purchased.

Once we've received your request, we will provide the address to return the item to.

When the item has been shipped, please provide us with tracking information. Once the returned item has been received and approved, Tuftingshop will either send your exchanged item or issue a refund or online store credit, as agreed upon.  

Kindly note: 

• All approved returns and exchanges must be in new, unused condition and must be returned with original packaging* not in case of warranty related issues, such as factory erros.
• Shipping and handling costs are the responsibility of the customer

You can always contact us for any return question at info@tuftingshop.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items (as the tufting cloth is cut per order it cannot be returned)), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.