Refund and Returns Policy
How Do I return a order?
We have a 30-day return policy after receiving your item to request a return.
Returns are only eligible if the item has arrived defective, damaged or you have received the wrong item. To be eligible for a return:
- Item must be in the same condition that you received it with the original packaging
- Provide proof of purchase
To start a return, please contact us at our email [email protected]
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If your return is accepted, we will provide instructions on how and where to send the package.
Please note that items sent back to us without requesting a return will not be accepted.
Damages
Please inspect your order upon receiving and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can help solve the issue and make it right. In the case of a faulty item. Tufttea will have the item exchanged/replaced/repaired.
Exchanges
If you have a change of mind and want to exchange items before your order has been despatched, please contact us immediately and we’ll do our best to accommodate. If the order has already been despatched, we will be unable to process an exchange.
At Tufttea Studios, each workshop is prepared in advance with limited seating to ensure a premium and personalised experience.
To maintain fairness for all guests and allow us to operate smoothly, the following booking terms apply.
1. Booking Confirmation
All bookings are confirmed upon full payment.
Your booking secures:
- Your seat in the workshop
- Your allocated frame size
- Studio preparation and materials
2. Rescheduling Policy
More than 48 hours’ notice
If you provide at least 48 hours’ notice before your session:
- You may reschedule your booking once at no additional charge
- Your credit will remain valid for 12 months from the original booking date
Less than 48 hours’ notice
Cancellations or rescheduling requests made within 48 hours of your session:
- Are not eligible for refund
- May result in forfeiture of the booking
This is due to limited capacity and preparation requirements.
3. No Shows
Failure to attend a confirmed session without notice will result in forfeiture of the booking.
4. Group Bookings
For private or group bookings:
- Deposits are non-refundable
- Final numbers must be confirmed at least 5 days prior
- Reductions in group size within 72 hours may not be refunded
5. Late Arrivals
Workshops begin promptly.
Guests arriving more than 30 minutes late may not be able to complete their rug design within the allocated session time.
We are unable to offer refunds due to late arrival.
6. Studio Cancellations
In the rare event Tufttea Studios must cancel a workshop due to unforeseen circumstances:
- Guests will be offered a rescheduled date
- Or a full refund
7. Australian Consumer Law
Nothing in this policy excludes or limits your rights under Australian Consumer Law.
A Tufttea Studios gift voucher is more than a booking — it is an invitation to create something meaningful.
To ensure a smooth and considered experience for all guests, please review the following terms.
Validity
All Tufttea Studios gift vouchers are valid for 36 months from the date of purchase, in accordance with Australian Consumer Law.
We encourage recipients to book early, as sessions can fill quickly during peak periods.
Refunds
As each workshop operates with limited capacity and preparation is made in advance, gift vouchers are non-refundable once issued.
Gift vouchers are not redeemable for cash and cannot be refunded for change of mind.
This policy allows us to maintain the quality and availability of our workshop experiences.
Transferability
Gift vouchers are fully transferable.
If the original recipient is unable to attend, the voucher may be gifted to another guest without penalty.
Partial Redemption
If a booking is made for an amount lower than the voucher value, the remaining balance will remain available for future use within the original validity period.
Unused balances are not redeemable for cash.
Booking & Cancellations
Once a voucher has been redeemed and a workshop date secured, our standard booking and cancellation terms apply.
Where adequate notice is provided in line with our cancellation policy, we are pleased to reinstate the voucher credit for future use.
Failure to attend a confirmed session without notice may result in forfeiture of that booking.
Lost or Unauthorised Use
Gift vouchers should be treated as you would cash. Tufttea Studios cannot be held responsible for lost, stolen, or unauthorised use.
Compliance with Australian Consumer Law
Nothing in these terms is intended to exclude or limit your rights under Australian Consumer Law.
