Refund & Exchange Policy

Overview

TuftRoom specializes in handcrafted, made-to-order tufted rugs and home décor products. Each piece is created with care by skilled artisans specifically for your order. This policy is designed to provide clarity and fairness for both our customers and our business while protecting the work of our craftspeople.

Custom & Made-to-Order Products

Custom and made-to-order items are not eligible for return or exchange. Because these products are crafted specifically for you, they cannot be resold or repurposed.

As handmade products, minor variations in color, size, texture, and pattern are inherent to the craft. These variations are a natural part of artisan work and are not considered defects. They add to the unique character and authenticity of each piece.

Advance Payment Requirement

Advance payment is required to confirm your order. Orders enter production only after payment has been received and verified.

This policy ensures that our artisans can dedicate their time and materials to your order with confidence. Payment terms will be communicated during checkout or in your order confirmation.

Refund Eligibility

Refunds are only considered under the following conditions:

• The item was damaged during delivery
• An incorrect item was delivered

To be eligible for a refund, you must report the issue within 48 hours of delivery and provide clear photographs or videos showing the damage or discrepancy. Claims submitted after this window or without sufficient documentation may not be honored.

Exchange Policy

Exchanges are only applicable for eligible non-custom items and are subject to product availability at the time of the request.

• Custom and made-to-order items cannot be exchanged
• The item must be unused and in its original packaging
• Return shipping costs may apply
• Exchange requests must be made within 7 days of delivery

Order Cancellations

Orders cannot be cancelled once production has started. Because our products are handmade specifically for each order, materials and labor are committed immediately upon production start.

Custom orders cannot be cancelled after confirmation. If you need to make changes to your order, please contact us as soon as possible. We will do our best to accommodate your request if production has not yet begun.

Refund & Exchange Process

Please note that shipping timelines provided at checkout are estimates and may vary due to production schedules, carrier delays, or other factors. All returns and exchanges follow the eligibility rules outlined above.

To initiate a refund or exchange for an eligible item, contact us with your order details and supporting documentation. Our team will review your request and respond within 2-3 business days.

Contact Us

If you have any questions about our Refund & Exchange Policy, please contact us at:

Email: contact@tuftroom.com