Returns and Refunds

We want you to be happy with every order. Whether you’ve changed your mind, received a damaged item, or need a repair — here’s everything you need to know.

Return window — you have 14 days from the delivery date to request a return.
Full refund — returned items that are unopened and in original condition are refunded in full to your original payment method.
Refund speed — refunds are processed within 3 business days of us receiving your return.
Broken or defective product? — covered under our 2-year warranty. We repair it and ship it back, free of charge.
Return shipping — you arrange and cover the cost. Need a prepaid label? We can provide one on request for a fair price.
Sale items — discounted and promotional items are final sale and cannot be returned.

Find your situation in the two sections below and we’ll walk you through exactly what to do next.

🔧

My product is broken or defective

Tufting gun not working, arrived damaged, or developed a fault

🛡️ All products carry a 2-year warranty

Whether your machine arrived damaged or developed a fault during use, we’re here to help.
What happens next depends on the cause:

Factory defect or shipping damage — fully covered under warranty. We repair it free of charge.
User damage (dropped, modified, worn parts) — we assess the machine and send you a quote before any work is done. No surprises.
Repair turnaround — 1–3 business days once we receive your machine at our Amsterdam warehouse.
Return shipping after repair — we cover the cost of sending your repaired machine back to you.

How to get started:

Contact us with your order number, a description of the issue, and a photo or short video showing the problem.
We’ll confirm whether it’s covered under warranty or send you a quote for user damage — usually within 1 business day.
Ship your machine to our Amsterdam warehouse. We’ll provide the address once you get in touch.
We repair and return it — repaired within 1–3 business days, shipped back to you at our cost.

📦

I want to return my order

Changed your mind, ordered the wrong item, or no longer need it

You have 14 days from the delivery date to request a return. Here’s what you need to know:

Condition — the product must be unopened and in its original condition, including all accessories, parts, and packaging.
Return shipping — you arrange and pay for return shipping using a carrier of your choice. If you’d prefer, we can provide a prepaid return label on request — the cost will be deducted from your refund.
Refund — once we receive and inspect the return, a full refund is issued to your original payment method within 3 business days.
Partial refunds — if the product shows signs of use, is missing parts or accessories, or arrives back damaged due to poor packaging, we reserve the right to apply a partial refund.

🏷️ Sale items are final sale — discounted and promotional items cannot be returned or refunded.

How to get started:

Email us at support@tuftingeurope.com with your order number and the item(s) you’d like to return.
We confirm your return is eligible and provide our warehouse address.
Ship the item back — securely packaged, with all original contents included.
Refund processed within 3 business days of receiving your return.

The right to cancel will not exist in case of the following contracts:

1) for the provisions of services after the service has been fully performed, provided that the performance has begun with the consumer’s prior express consent, and with the acknowledgement that he will lose his right of withdrawal once the contract has been fully performed by the trader;
2) for the supply of goods or services for which the price is dependent on fluctuations in the financial market which cannot be controlled by the trader and which may occur within the withdrawal period;;
3) for the supply of goods made to the consumer’s specifications or clearly personalized;
4) for the supply of goods which are liable to deteriorate or expire rapidly;
5) for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery;
6) for the supply of goods which are, after delivery, according to their nature, inseparably mixed with other items;
7)) for the supply of alcoholic beverages, whose price has been agreed at the time of the conclusion of the sales contract, whose delivery can only take place after 30 days and the actual value of which is dependent on fluctuations in the market which cannot be controlled by the trader;
8) where the consumer has specifically requested a visit from the trader for the purpose of carrying out urgent repairs or maintenance. If, during the visit, the trader provides services that are additional to those specifically requested by the consumer (i.e. repair or maintenance), the right of withdrawal will apply to those additional services or goods. Similarly, if during the visit the trader supplies goods other than the replacement parts necessary to carry out the repair or maintenance, the right of withdrawal shall apply to these goods;
9) for the supply of sealed audio or video recordings, or sealed computer software, which were unsealed after delivery;
10) for the supply of a newspaper, periodical or magazine with the exception of subscription contracts for the supply of such publications;
11) concluded at a public auction;
12) for the provision of accommodation other than for residential purpose, transport of goods, car rental services, catering or services related to leisure activities if the contract provides for a specific date or period of performance;