Returns and Refunds

Try it. If it is not right, send it back.

You have 14 days to change your mind, and you are welcome to open the box and try the machine first. Every machine carries a two year warranty.

14 days To change your mind Counted from the day your order arrives. Then 14 more days to send it back.
2 years Warranty on every machine A fault that is not your doing is repaired at our cost.
3 working days To refund you From the day your return reaches us. Back to the way you paid.

Which one are you?

Two different situations, two different processes. Pick the one that fits.

Something is wrong with it

My machine is faulty or damaged

It arrived broken, it will not run, or it has developed a fault. This is a warranty repair, not a return.

How a repair works
Nothing is wrong with it

I have changed my mind

Wrong item, not what you expected, or you simply do not want it. This is a return for a refund.

How a return works

My machine is faulty or damaged

Every machine we sell carries a two year warranty. If it arrived damaged, or a fault appears that is not the result of misuse, we repair it and pay the postage back to you.

  1. Send us a photo or a video Message us on WhatsApp with your order number and a short video of the machine running. Video tells us more in ten seconds than a paragraph does. Email works too.
  2. We tell you where you stand Usually within one working day. If it is a fault, it is covered. If the damage was caused by a drop, a modification or normal wear, we send you a quote first and do nothing until you agree to it.
  3. Send us the machine We give you the return address when you contact us. Pack it well.
  4. We repair it and send it back Repairs take one to three working days from the day the machine reaches us. Return postage is on us.
Good to know
  • Shipping damage counts Tell us within a few days of delivery and send a photo of the box as well as the machine.
  • Wear is not a fault Needles, blades and moving parts wear out. Those are spare parts, not warranty claims.
  • No quote, no work If a repair is not covered, you see the price before we start. You can also ask for the machine back unrepaired.
  • Your statutory rights The two year warranty sits on top of the rights you already have under EU consumer law. It does not replace them.

I have changed my mind

You have 14 days from the day your order arrives to tell us you want to return it, and a further 14 days to send it back. No reason needed.

  1. Tell us within 14 days Email support@tuftingeurope.com with your order number and what you want to return. A message on WhatsApp is fine too. You do not have to give a reason.
  2. Choose how to send it back Use any carrier you like and keep the proof of postage. Or ask us for a return label from DPD or your local postal service. We email you the label, you print it and drop the parcel off, and we deduct the label price from your refund. Label prices per country are listed below.
  3. Send it back within 14 days We give you the return address, or the label, as soon as you tell us. Pack it the way it arrived.
  4. We refund you Within three working days of your return arriving, back to the payment method you used.
Good to know
  • You may open the box Handle and inspect the machine the way you would in a shop. Trying it does not cost you your right to return it.
  • Used is different from inspected If a machine comes back with wool in it, or with parts missing, or damaged because it was not packed properly, we may reduce the refund to reflect the drop in value.
  • Send everything back Accessories, spare parts, manuals and the original packaging where you still have it.
  • Our label is optional It is there to save you a trip to a carrier’s website. If you find a cheaper way to ship, use it.
  • Sale items can be returned A lower price does not change your right to send something back.

Return label prices

Ask for a label when you tell us about your return and say which one you want. We email it to you as a PDF. The price is deducted from your refund, so you pay nothing up front. Prices are per parcel, in euro. The cheaper option for your country is shown in green.

CountryDPDLocal post
Austria€11.00€18.38Österreichische Post
Belgium€9.63€13.84PostNL
Bulgaria€16.99€14.28Bulgarian Posts
CroatiaNot available€18.38Hrvatska pošta
Czech Republic€20.47€18.74Česká pošta
Denmark€19.56€20.45PostNord
Estonia€23.90€20.61Omniva
Finland€29.58€25.07Posti
France€14.34€18.07La Poste
Germany€9.95€13.61Deutsche Post
GreeceNot available€31.75ELTA (Hellenic Post)
Hungary€20.47€18.07Magyar Posta
IrelandNot available€25.69An Post
CountryDPDLocal post
ItalyNot available€26.98Poste Italiane
Latvia€17.96€21.28Latvijas Pasts
Lithuania€26.62€25.07Lietuvos paštas
Luxembourg€13.22€17.44Post Luxembourg
Netherlands€8.26€9.15PostNL
Poland€19.78€20.61Poczta Polska
Portugal€26.11€21.28CTT Correios
Romania€16.99€13.61Poșta Română
Slovakia€23.00€21.90Slovenská pošta
SloveniaNot available€21.28Pošta Slovenije
Spain€22.24€26.31Correos
Sweden€23.91€22.58PostNord

DPD labels are dropped off at a DPD parcel shop. Local post labels are dropped off at a post office or postal point. One label covers one parcel; if your return needs more than one box, we send you a label for each and deduct each one. Country not in the list? Send the parcel with a carrier of your choice and keep the proof of postage.

What you get back

CostRefunded
The price of the item Yes, in full
What you paid us for delivery Yes, at our standard rate for your country
Sending the item back with your own carrier No, that cost is yours
A return label from us No, the label price above is deducted from your refund

If you return only part of an order, the delivery charge is not refunded, because we still delivered the rest.

What cannot be returned

Almost everything we sell can be sent back. The right to change your mind does not apply to a few narrow categories under EU law, and only one of them touches what we sell.

  • Goods made to your specification Anything cut, mixed or produced to order for you personally.
  • Goods that have been inseparably mixed with other items Yarn that has already been tufted into a rug, for example.

You can use the model withdrawal form

You do not have to. An email or a WhatsApp message saying you want to return your order is enough, as long as it is clear and it reaches us inside the 14 days.

If you would prefer the formal route, ask us and we will send you the standard European withdrawal form.

These terms apply to consumers buying for personal use. Businesses, schools and institutions buying on account are covered by our terms and conditions instead.

Not sure which one applies to you?

Tell us what happened and we will work it out. Sending a video of a machine fault? Use WhatsApp, the files are usually too large for email. Looking for delivery times instead? See the shipping page.