Refunds & Returns Policy – Tufthappy

Last updated: October 6, 2025

Our Commitment to Quality and Customer Satisfaction

At Tufthappy, we offer two types of products:

• Custom rugs, handmade according to your design, image, and size specifications; and
• Pre-made rugs, already designed and available in stock for immediate purchase.

Our priority is to ensure quality craftsmanship, transparency, and full compliance with your consumer rights.

Right of Withdrawal – Non-custom / In-stock Products

In accordance with EU Consumer Law (Directive 2011/83/EU, transposed into the French Consumer Code, Articles L221-18 and following), you have the right to withdraw within 14 days from the date of receiving your order — without having to give any reason and without penalty.

How to Exercise Your Right

To exercise your right of withdrawal, please contact us by email at contact.tufthappy@gmail.com, providing:

• your order number,
• the items concerned, and
• your decision to withdraw.
  
  (You may use our withdrawal form template below, but it is not mandatory.)

Returning the Product

• The item must be returned within 14 days after notifying us of your decision, unused, undamaged, and in its original packaging.
• Unless the product is defective or incorrect, return shipping costs are the responsibility of the customer.

Refund

• Refunds include the product price and any standard delivery costs (excluding extra costs from non-standard shipping methods).
• The refund will be made using the same payment method used for the original transaction, within 14 days of your withdrawal notice — or after the product has been returned or proof of shipment has been received.

Legal Exception – Custom / Made-to-Order Products

Under Article L221-28 (3°) of the French Consumer Code, the right of withdrawal does not apply to goods made to the consumer’s specifications or clearly personalized.

👉 This includes all Tufthappy rugs created based on your uploaded image, chosen colors, or specific dimensions.

Once production has begun, no cancellation, modification, or refund can be guaranteed, except in the following cases:

• Proven manufacturing defect,
• Damage during transport (photo evidence required within 48 hours),
• Our own error (wrong model or incorrect size).

In these situations, Tufthappy covers all return shipping costs and offers either:

• a free replacement, or
• a full refund.

Defective, Damaged, or Incorrect Items

Regardless of product type (custom or in-stock), we will replace or refund any item that shows:

• a manufacturing defect,
• damage during transport (photo proof within 48 hours of receipt), or
• an order error caused by us.

Order Cancellation

You may cancel your order free of charge within 24 hours after validation.

After that period, production of custom items begins and cancellation cannot be guaranteed.

For in-stock products, cancellation remains possible as long as the item has not yet been shipped.

Return Procedure

1. Contact us at contact.tufthappy@gmail.com (include your order number and reason for return).
2. We will confirm the return procedure and, if applicable, provide a return label.
3. Carefully repackage the product in its original condition.

• 4. Once received and inspected, we will proceed with either a refund or an exchange, depending on your case.