Refund policy
Return & Refund Policy – Tufthappy
Last updated: November 10, 2025
Our Commitment to Quality and Satisfaction
At Tufthappy, we offer two types of creations:
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Custom rugs, handmade according to your chosen design, image, and dimensions;
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Ready-to-buy rugs, pre-designed and available in stock.
Our priority is to provide you with high-quality products and transparent service while respecting your consumer rights.
Right of Withdrawal – Non-custom / In-stock Products
In accordance with Articles L221-18 et seq. of the French Consumer Code, you have 14 days from the date of receipt of your order to exercise your right of withdrawal — without justification and without penalty.
How to exercise your right
Send an email to contact.tufthappy@gmail.com, indicating:
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your order number,
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the items concerned,
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and your decision to withdraw.
(You may use our withdrawal form template below.)
Returning the product
The product must be returned within 14 days of your request, unused, undamaged, and in its original packaging.
The product must be returned to the following address: 60 rue François 1er, Paris 75008, France.
Return shipping costs remain at your expense, unless the return is due to our error or a defective product.
Refund
The refund includes the price paid, including standard delivery costs.
It will be issued using the same payment method used for the purchase, within 14 days from the date we receive your request (or upon receipt of the returned product).
Legal Exception – Custom / Made-to-order Products
In accordance with 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 applies to all rugs created from your own images, dimensions, or specific designs.
Once production has started, cancellation, modification, or refund cannot be guaranteed, except in the following cases:
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proven manufacturing defect,
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transport-related damage (photo required within 48 hours),
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or an error on our part (incorrect model or size).
In these specific cases, Tufthappy will cover the return shipping costs and offer either:
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a free replacement, or
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a full refund.
Damaged, Defective, or Incorrect Items
Regardless of product type (in-stock or custom), we will replace or refund any item showing:
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a manufacturing defect,
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transport damage (photo proof required within 48 hours after receipt),
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or an error on our part.
Order Cancellation
You may cancel your order free of charge within 24 hours of confirmation.
After this period, production of personalized items begins, and cancellation can no longer be guaranteed.
For in-stock items, cancellation remains possible as long as the item has not yet been shipped.
Practical Return Procedure
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Contact contact.tufthappy@gmail.com (include your order number and reason).
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We will confirm the procedure and, if applicable, send you a return label.
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Carefully repackage the product in its original condition and send it to the following address: 60 rue François 1er, Paris 75008, France.
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Once received and verified, we will proceed with the refund or exchange as applicable.
