Return Policy

We want you to love your rug! If you’re not completely satisfied with your tufted rug purchase, we’re here to help.

Unfortunately, all sales and products are non-refundable but we do offer store credit, discount on tufting workshops, and remake of item.

- Damaged or Incorrect Items

If your rug arrives damaged or if you receive the wrong item, please contact us within 1-3 days of delivery. We’ll arrange a replacement or offer store credit; discount on tufting workshops. ex: Your rug was delivered in pieces;  falling apart while unpackaging; stained or constructed incorrectly. (photos of damages must be included in report via email)

Ready-To-Ship rugs are sold as is and cannot be returned or refunded. We try our best to ensure the best quality in all our rugs. Each rug is personally hand-tufted and has its unique style. Expect two of the same rugs to be slightly different from one another.

We are not liable for damages due to customs, weather, or carrier issues.

Eligibility for Returns

Items must be returned within 1-3 days of delivery.

Rugs must be unused, unwashed, and in original condition (even if delivered damaged).

All original packaging, tags, and labels must be included.

Ready-To-Ship Rugs are non-returnable.

Return Process

As all sales and items are nonrefundable, we do offer store credit, discounts on tufting workshops, or remake of item.

Contact Us: Email: info@tufthavenllc.com or call/text: (850) 528 - 0400 to initiate a return. Please include your order number, reason for return, and provide photos of damaged goods and packaging. Photos of damages must be included.

Once we receive and inspect your return, we’ll notify you of approval or rejection.

Approved returns will be offered store credit, discount on tufting workshop, or remake of item.

Store Credit and Discount of tufting workshops will be sent immediately. 

Remake of item will be processed in  2-4 weeks with no additional fee. You will receive updates throughout process and tracking number once completed and shipped.

Return Authorization: We’ll provide you with a Return Authorization Number (RA#) and shipping instructions.

HOW  TO RETURN DAMAMGED/INCORRECT ITEM:

Packaging: Securely repack the rug in its original packaging.

Shipping: Ship the rug back using a trackable shipping service. Return shipping costs are the responsibility of the customer unless the return is due to our error or a defective product.

Refunds

We do not offer any refunds. We do offer store credit, discounts, and/or remake of item.

Exchanges

We currently do not offer exchanges. If you’d like a different rug, please place a new order.

Questions? Reach out to us at info@tufthavenllc.com or (850) 528 - 0400. We’re happy to help!