Returns

Do you accept returns?  

Yes, we accept returns of all items in their original condition within 30 days of the date you received your order. We’re also happy to exchange any unused item within 30 days if a product comes to you damaged or defective. 

If a tufting machine returned within 30 days was found to be tampered with or adjusted in any way, we reserve the right to refuse an exchange or refund. If this happens, we are happy to work with you on repairing it so you can get back to tufting.

To initiate a return, please contact [email protected].

Domestic customers can enjoy free returns and exchanges within the 30 day window.

How do refunds work? 

Once we’ve received your return, we’ll notify you by email regarding the status of your refund. Refunds are generally applied to your original method of payment, and may take 2-10 business days to process. 

As a small business, we ask that you please be patient with the refunding process and reach out to us before disputing transactions or initiating a chargeback with your bank.  Chargebacks are not only costly for our small business and harmful to our reputation with banking institutions, but they indicate a breakdown in communication between our service team and you, our valued customer.  We look forward to having the opportunity to assist you!

My refund isn’t showing up in my account. What now? 

Refunds often take several days to post to your account. If you still haven’t received a refund after 10 business days, we recommend contacting your bank. If a refund still hasn’t been processed, reach out to us at [email protected].

Exchanges

What if I want to exchange something? 

We offer exchanges of unused items in their original condition within 30 days of the date you received your order. Email [email protected] for help. 

I purchased a workshop a long time ago, but now I can't go. Can I get a refund? 

Yes, as long as you email us to opt-out within 24 hours of the start of the workshop. Email [email protected] to request a cancellation and refund. 

Do I have to pay for my own return shipping? 

In most cases, customers wishing to return or exchange an item are responsible for the cost of shipping their item back to us. If the return or exchange is due to a Tuft the World mistake, please email us at [email protected] so we can remedy the problem.

How should I package the item I’m returning? 

We ask that you securely pack your item for return or exchange with adequate packing materials. If you are returning a tufting machine, wrap the machine in several layers of bubble wrap or comparable packing material to create 3 to 4 inches of padding on all sides, and double-box the machine for extra protection. 

Tuft the World reserves the right to deduct fees from customer refunds for unsanitary packing materials or damage incurred during return shipping. In addition to adequately packaging your returns, we recommend that you insure high-cost items and request tracking information from the shipping carrier, in the event that a box doesn’t make it to us. Tuft the World is not responsible for products lost during return shipping. 

Where do I ship the item(s) I want to return or exchange? 

We will provide you with our return shipping address and instructions via email once we’ve initiated your return/exchange.