Refund policy

Tuftara Refund & Return Policy

By placing an order through Tuftara, you agree to the terms outlined below. We created this policy to ensure you are fully informed about our return, replacement, and refund procedures.

These policies apply to orders shipped within the United States of America (USA).

A. 30-DAY RETURN POLICY

At Tuftara, we want you to be completely satisfied with your purchase.

We offer a 30-day return policy, which means you have 30 days after receiving your order to contact us regarding an eligible return.

To be eligible for a return:

The item must be unused and in its original condition.
The product must include original packaging and tags (if applicable).
Proof of purchase or order details must be provided.

Please note that all made-to-order rugs, pillow covers, custom sizes, custom colours, and personalised products are final sale and are not eligible for return or refund, unless the item arrives damaged, defective, or incorrect.

Because Tuftara products are handcrafted, slight variations in colour, texture, pile direction, dimensions, and pattern are natural characteristics of handmade products and are not considered defects.

B. RETURN PROCESS

To request a return, please contact us at:

Email: contact@tuftara.com

If your return request is approved, we will provide instructions on how and where to send your item.

Items returned without prior approval will not be accepted.

Approved returns must be shipped within the timeframe provided by Tuftara.

Customers are responsible for return shipping costs unless the return is due to our mistake (wrong item, damaged item, or manufacturing defect).

C. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

All Tuftara products are carefully inspected and securely packaged before shipment.

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.

Please provide:

Order number
Clear photos of the product
Photos of the packaging
Description of the issue

Our team will review the request and work on the best possible solution, which may include a replacement or refund.

Please note that damage claims may require time for review and processing. We appreciate your patience while we resolve the issue.

D. EXCHANGES

We only offer exchanges for:

Damaged products
Incorrect products received
Verified manufacturing defects

To request an exchange, please contact us at:

Email: contact@tuftara.com

E. REFUND PROCESS

Once your approved return has been received and inspected, we will notify you regarding the refund status.

If approved:

Your refund will be issued to your original payment method.
Please allow 5–10 business days for your bank or payment provider to process the refund.
Original shipping charges are non-refundable unless the return is due to an error made by Tuftara.

F. NON-REFUNDABLE ITEMS & SITUATIONS

Refunds will not be provided for:

Change of mind
Incorrect size selection by the customer
Colour differences caused by screen settings
Natural handmade variations in colour, texture, size, or pattern
Normal wear and tear
Made-to-order products
Custom-size products
Custom colour products
Personalised products
Items returned without prior approval

G. ORDERS OUTSIDE THE CONTIGUOUS UNITED STATES

For orders shipped outside the contiguous United States (including Alaska, Hawaii, and international locations), return shipping costs are the responsibility of the customer.

Shipping charges are non-refundable.

Customers are responsible for any: