Refund policy
Return & Refund Policy
At Tuftara, your satisfaction is our priority. We stand behind the quality and craftsmanship of our rugs and aim to provide a transparent and fair return, cancellation, and refund experience. This policy applies to all customers within the United States. For orders outside the contiguous U.S., please review the international section below.
Order Cancellation
Orders may be canceled within 12 hours of placement without penalty.
After this period, we cannot guarantee cancellation because processing, production, or shipping may already have begun.
To request a cancellation, please contact us immediately:
📧 info@tuftara.com
📞 +1 (307) 533-7088
30-Day Return Policy
We offer a 30-day return policy starting from the date your rug is delivered.
All returned items must arrive at our facility within 45 days of the delivery date.
To qualify for a return, rugs must be:
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Unused and unwashed
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In original condition
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Undamaged
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With tags attached
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In original packaging
Proof of purchase is required for all returns.
Final Sale Items
The following items are non-returnable and non-refundable:
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Custom rugs
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Made-to-order rugs
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Oversized rugs (8 feet or wider)
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Clearance or sale items
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Rugs marked as “Final Sale”
Due to the handcrafted nature of our rugs, slight variations in color, design, texture, or size are considered normal and are not treated as defects.
Return Process
To start a return request, please contact us at:
📧 info@tuftara.com
📞 +1 (307) 533-7088
Once your return is reviewed and approved, we will provide a return shipping label and detailed return instructions.
Please note:
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Returns must be shipped within 7 days of approval.
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We do not offer free return pick-up services.
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Rugs returned without prior written authorization will not be accepted.
Damaged or Incorrect Rugs
Because each rug is handmade, small natural variations or minor imperfections may occur.
If your rug arrives damaged or if you receive the wrong item, please contact us within 48 hours of delivery and include:
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Your order number
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Clear photos of the rug
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Photos of the packaging
Our team will review the issue and arrange a replacement or refund if applicable.
Non-Refundable Situations
Refunds or exchanges will not be issued for:
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Color differences caused by screen settings or lighting
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Minor handmade irregularities
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Custom or made-to-order rugs
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Clearance or Final Sale items
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Returns sent without written approval
Restocking Fee
Certain returns outside our standard return eligibility may incur a restocking fee of up to 25%.
Each return request is evaluated individually based on the condition and eligibility of the rug.
Refund Process
Once your returned rug is received and inspected, we will notify you regarding approval of your refund.
If approved:
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Refunds will be issued to the original payment method.
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Please allow additional processing time for your bank or credit card provider.
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Original shipping charges are non-refundable.
Orders Outside the Contiguous United States
We do not provide free returns for orders shipped outside the contiguous United States, including Alaska and Hawaii.
Customers are responsible for:
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Return shipping costs
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Any applicable customs duties or local taxes
Return requests for international orders must still meet the following conditions:
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Requested within 30 days of delivery
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Rug must be unused and unwashed
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Original condition with tags attached
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Original packaging included
Custom, made-to-order, oversized, and Final Sale rugs remain non-returnable and non-refundable.
If a rug is reshipped or replaced internationally, the customer is responsible only for import duties or local taxes. All product and replacement shipping costs are covered by Tuftara.
Need Help?
📧 Email: info@tuftara.com
📞 Phone: +1 (307) 533-7088