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.