Returns and Refunds

RETURNS

We know you’re going to love our products, but just in case you don’t, we’ve got you covered.

Returns must be submitted to us within 14 days after delivery via [email protected] You can notify us of your return using your email and the order number which can be found in your shipping confirmation email. You will receive a return label via our partner Sendcloud.

Returns within 14 days will receive a full refund, including shipping costs. If 14 days have gone by since the delivery of your goods, unfortunately, we can’t offer you a refund or exchange.

There are certain situations where only partial refunds are granted (if applicable)

– Any item not in its original condition, is damaged or missing parts for reasons not due to our error

– Any return that is requested more than 14 days after delivery.

REFUNDS

Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 business days.

LATE OR MISSING REFUNDS

iI may take some time before your refund is officially posted. If you haven’t received a refund after 7 days, please contact us via [email protected] and we will take a look at the transaction status with our payment provider.

EXCHANGES (IF APPLICABLE)

If you received a defective or damaged item, please take pictures and inform us of the issue. For example if it is a factory defect, or damaged during shipping. Send us an email at [email protected] and we will replace the items.

SALE & DISCOUNTED PRODUCTS

All discounted purchases are final and non-refundable. 

SHIPPING A RETURN

To return your product, there are two options depending on your country.
1. You return the item yourself using a local postoffice.
2. We offer a return label. (only for supporting countries, via our partner Sendcloud)

If you have to return the item yourself, you should mail your product to the address is shown on your delivery note:

The address of our warehouse is:

Tufting Europe
Johan van Hasseltweg 12 B
1022 WV Amsterdam
Netherlands

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Please always use a reliable courier and include tracked and insured postage to ensure the safe arrival of the package, as we cannot take responsibility for damaged or lost items. This is between you and the shipping provider. Always keep proof of postage.

Please ensure tufting guns are returned in a firm boxed with extra padding around the pointy ends. Please pack all returns carefully to avoid them being damaged during transit.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over €100, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.