Refund policy

Return & Refund Policy

At Tufted & Co., every rug is handmade with care, one piece at a time. Because of the personal nature of our work, our return policy is structured to reflect the craft involved while still protecting you as a customer.

Non-Returnable Items

The following items are final sale and cannot be returned or exchanged:

Custom and Personalized Orders. Rugs designed, commissioned, or customized specifically for you are non-returnable. We confirm the design with you before production begins, so please review all details (size, colors, design) carefully at that stage.

Clearance and Final Sale Items. Any rug listed as "Clearance" or "Final Sale" is sold as-is and cannot be returned.

Damaged or Defective Items

If your rug arrives damaged or defective, please contact us within 7 days of delivery at tuftedandco@gmail.com with:

— Your order number
— Photos showing the damage or defect
— A short description of the issue

We will review the case and, where appropriate, repair, replace, or refund the rug at no cost to you.

Cancellations

Orders that have not yet entered production can be cancelled for a full refund. Once production has started — typically within 48 hours of order confirmation — orders cannot be cancelled.

How to Reach Us

For any questions about this policy or the status of an order, please reach out:

Email: tuftedandco@gmail.com
Phone: +1 514-641-5775

We respond to most messages within 24 hours, Monday through Friday.

Thank you for supporting handmade work.

Tufted & Co.