Return & Refund Policy
At TuftCafe, every rug is handmade with care and created specially for you.
Because each piece is made-to-order, our return policy is outlined clearly below.
Custom-Made Orders & Payment Structure
• We require 50% advance payment to begin production.
• The remaining 50% balance must be cleared before dispatch.
• Production starts only after the advance payment is received.
Since every rug is custom-made, orders cannot be cancelled, returned, or refunded once production has started, except in cases of shipping damage.
Damaged or Defective Products
Each rug is carefully inspected before shipping. However, if your order arrives damaged:
- Record a clear unboxing video starting from the sealed package.
- Share the video along with clear photos of the product and packaging.
- Contact us within 48 hours of delivery.
The unboxing video is mandatory for us to process any damage-related claims.
After reviewing the case, we will:
- Arrange a replacement, or Provide an appropriate resolution based on the situation.
Non-Returnable Situations
We do not accept returns or refunds for:
- Change of mind
- Incorrect size selection
- Minor color variations due to lighting or screen differences
- Personal preferences after delivery
As each rug is handmade, slight variations in texture or finish are natural and add to its uniqueness.
Production & Shipping
- Production time: 10–14 business days after receiving the advance payment.
- The remaining balance must be completed before dispatch.
- Delivery timelines vary depending on location.
While we strive to deliver within the estimated timeframe, courier delays or unforeseen circumstances may occasionally affect delivery schedules.
Important Information
We genuinely want you to love your TuftCafe rug.
If there is any issue with your order, please inform us within the specified timeframe so we can assist you promptly.
Communication may make it difficult for us to investigate shipping-related concerns.
We appreciate your understanding and support as a small handmade business.
