Returns Policy

We get it, sometimes you just change your mind!

You’ve got 14 days from receiving your order to contact us to let us know you’d like to return it. Email us at orders@tuftbox.co.uk with your order number and details of what you would like to return, we'll get back to you with further information and our return address. 

Once you've cancelled your order you’ll have a further 14 days to send the goods back to us. You’ll have to pay the postage costs to return any unwanted items and you’ll be liable for your return until the package arrives back to us. As you’ll be responsible for the items until they reach us, it’s always best to pack items carefully and choose tracked shipping with the right level of insurance to cover the cost of the items. 

We’ll notify you as soon as we’ve received and inspected your return. In most cases if your item is unused and still in its original condition we’ll refund you in full, including any delivery fees that you paid when you first placed your order. We aim to refund you, via your original payment method, within 14 days of receiving your return.

If you inspect your order and something’s not right please contact us immediately. You can reach us via help@tuftbox.co.uk. Please include your order number and some information about the issue. We’ll work with you to make things right as soon as possible. 

• In your first 30 days we offer free returns, repairs, replacements, exchanges or refunds for any items which we identify as faulty, defective or just not up to our high standards. 
• In your first six months we offer free returns, repairs and replacements for any items which we identify as faulty or defective and if we can’t repair or replace your faulty item, you’ll be entitled to a full refund in most cases. 

All items are inspected on return. Refunds, exchanges, replacements or free repairs are not offered in cases where problems have been caused by; damage or misuse of the item (whether accidental or otherwise), an attempt by you or someone other than us to repair the item, improper maintenance, general wear and tear or, anything other than an actual fault in the original product at the time it was delivered to you. In these cases we may have to send the item back to you and ask you to cover the delivery costs.

Tufting guns are complex machinery with lots of moving parts that require regular maintenance. For anything not covered by this policy, such as natural wear and tear, we offer replacement parts and repair services at affordable prices. Contact us at help@tuftbox.co.uk anytime and we’ll do everything we can to get you up and tufting as soon as possible!

To be eligible for a refund, the original items must be returned to us unused and in the same condition that you received them. If an item is returned to us damaged, used, or in an unsuitable condition, we may refuse to refund and send the order back to you (you’ll be asked to cover the delivery costs). Alternatively, we may choose to reduce your refund to reflect any reduction in the value of an item. 

Refunds may not be accepted if you return items without contacting us first. You must follow the steps outlined in this policy. 

Where we suspect fraudulent activity of any kind we may withhold issuing a refund.

Our policy only applies to orders made directly with us. You will be asked to provide proof of purchase as part of the refund process.

We do not accept returns for the following items: 

• Fabrics, bindings or other textiles cut to your specifications e.g. the number of metres you requested
• Digital download products e.g. downloadable PDF patterns, digital video learning courses or downloadable learning materials or guides. When you place an order for, and pay for, a digital download product through our website you are automatically providing your consent to waive any 14-day cooling off period. You will be unable to cancel your order and receive a refund for the item.
• Custom or bespoke products (such as special orders or personalised items)