Returns and Refunds Made Simple
You have 14 days from delivery to request a return on your tufting gun, yarn, frame, cloth or accessories. Here is exactly how it works.
What is the UK Tufting return policy?
We offer a 14 day return policy. You have 14 days from the day you receive your order to ask for a return. Once we receive and inspect your item, we will let you know the outcome. If your return is approved, your refund goes back to your original payment method within 10 business days. Your bank or card provider may take a little longer to show it in your account.
If you are returning an item because you changed your mind, the payment provider's processing fees cannot be refunded to us, so they will be deducted from your refund amount. If more than 15 business days have passed since your refund was approved and you still cannot see it, email us at contact@uktufting.com and we will look into it straight away.
Which items can I return?
To be eligible for a return, your item must be unused, in a resaleable condition, in its original packaging, and accompanied by proof of purchase. If an item shows signs of use or damage, or arrives back in an unsuitable condition, we may refuse the refund or deduct an amount to reflect the drop in the item’s value.
How do I start a return?
It only takes a few minutes. Email us at contact@uktufting.com with your order details and the reason for your return, then wait for our team to approve it. Once approved, follow the instructions we send you on how to pack and post your parcel. Please do not send anything back before you hear from us, as returns sent without approval cannot be accepted.
Where do I send my return?
Once your return is approved, we will send you full instructions. Approved returns are sent to: D009 Tradestars Hackney Wick 415 Wick Lane London, E3 2JG United Kingdom.
Who pays for return shipping?
You cover the cost of posting your return if you are sending an item back because you changed your mind. If the item is faulty, damaged or not what you ordered, return shipping is not your responsibility.
What if my order arrives damaged, faulty or incorrect?
Please check your parcel as soon as it arrives. If something is damaged, defective or simply not what you ordered, contact us immediately at contact@uktufting.com. The sooner you tell us, the sooner we can look into it and put it right.
How long does a refund take?
Refunds are processed to your original payment method within 10 business days of your return being approved. Timing can vary depending on your bank or card provider. If your refund has not arrived 15 business days after approval, please get in touch.
Can I exchange an item?
The quickest way to get the item you want is to return the one you have and place a new order separately once your return is approved. This way you are not waiting on the exchange to finish before your new items are on their way.