Refund policy

Tuftara Return Policy

At Tuftara, every rug and pillow cover is handcrafted specifically for you. Because each product is made-to-order by skilled artisans, we maintain a transparent return and refund policy that reflects the custom nature of our products while ensuring a fair shopping experience.

Order Cancellation

Since all orders are made-to-order, you may cancel your order within 12 hours of placing it for a full refund.

After 12 hours, production begins, and we are unable to guarantee cancellations. If your order has already entered production, it cannot be canceled.

To request a cancellation, please contact us immediately:

📧 Email: info@tuftara.com

Returns & Exchanges

As every Tuftara product is handcrafted specifically for each customer, we do not accept returns or exchanges for change of mind, incorrect size selection, color preference, or buyer's remorse.

Returns or replacements are only accepted if:

You receive the wrong product.
Your order arrives damaged during shipping.
The product has a verified manufacturing defect.

Made-to-Order Products

All Tuftara rugs and pillow covers are individually handcrafted after your order is placed.

For this reason:

All rugs are made-to-order.
All pillow covers are made-to-order.
Custom size, custom color, personalized, and made-to-order products are non-returnable and non-refundable.

Because every item is handmade, slight variations in color, texture, pile direction, dimensions (within normal tolerance), and design are natural characteristics of handcrafted products and are not considered defects.

Damaged, Defective, or Incorrect Orders

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

Please email us at info@tuftara.com with:

Your order number
Clear photos of the product
Photos of the packaging
A brief description of the issue

Once reviewed, our team will determine the appropriate resolution, which may include a replacement or refund.

Return Approval

Returns are accepted only after written approval from Tuftara.

Items returned without prior authorization will not be accepted.

If a return is approved, we will provide detailed return instructions.

Refund Process

Once an approved return has been received and inspected, we will notify you of the outcome.

If approved, your refund will be issued to your original payment method. Depending on your payment provider, refunds may take 5–10 business days to appear in your account.

Shipping charges are non-refundable unless the return is due to our error.

Non-Refundable Situations

Refunds will not be issued for:

Change of mind
Incorrect size ordered by the customer
Color differences caused by monitor or mobile screen settings
Slight handmade variations in color, size, texture, or pattern
Normal wear and tear
Custom or personalized products
Made-to-order rugs
Made-to-order pillow covers
Orders returned without prior written approval

International Orders

For international orders, customers are responsible for any applicable customs duties, import taxes, or local government charges.

If a replacement shipment is required, Tuftara will cover the product and shipping cost, while the customer remains responsible for any import duties or local taxes imposed by their country.