Refund policy
Return and Refund Policy
At Tuft & Craft, we want you to feel confident booking a workshop or shopping with us. This policy covers workshop bookings and physical products purchased through tuftncraft.shop.
For help with a cancellation, return or refund, email hello@tuftncraft.com.
Workshop cancellations and rescheduling
You can cancel your workshop for a full refund or request a different date by giving us at least 24 hours’ notice before your scheduled start time. Rescheduling is subject to availability.
Please email hello@tuftncraft.com with your booking name, workshop date and whether you would prefer a refund or a new date.
If you contact us with less than 24 hours’ notice or miss your session, we will review your circumstances. A refund or reschedule is not guaranteed under our voluntary cancellation policy.
If Tuft & Craft cancels your workshop, you can choose an available alternative date or a full refund of the cancelled booking.
These conditions do not limit your rights under Australian Consumer Law.
Physical products: 30-day returns
You can request a change-of-mind return within 30 days of receiving your product.
To qualify, the product must be unused, in its original condition and include any accessories supplied with it. Please include the original packaging where available.
To request a return, email hello@tuftncraft.com with:
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Your order number or other proof of purchase.
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The product you would like to return.
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The reason for your return.
We will provide return instructions and the correct return address.
Return shipping
For change-of-mind returns, you must arrange and pay for shipping the product back to us. Tuft & Craft does not provide prepaid return labels for these returns.
Please contact us before posting your product, pack it securely and include your order details inside the parcel. We recommend using a tracked delivery service and keeping your postage receipt.
Once we receive your return, we will assess its condition and confirm your refund.
Faulty, damaged or incorrect products
If your product arrives damaged, appears faulty or does not match your order, email hello@tuftncraft.com with your order details and a description of the problem. Photos can help us assess the issue.
For a major product fault, you may choose a refund or replacement. For a minor fault, we can provide a free repair within a reasonable time. Further remedies may apply if the problem is not resolved.
Where a fault is confirmed, we will reimburse reasonable return postage costs. Keep your postage receipts. For faulty products that are large, heavy or difficult to return, we will arrange collection or cover shipping as required by law.
Original packaging is not required for faulty-product claims.
Refund processing
We will notify you of the outcome after assessing your return or cancellation request.
Approved refunds will be issued through your original payment method unless we agree otherwise with you. The time taken for the funds to appear depends on your bank or payment provider.
Your Australian consumer rights
Our products and services carry protections under Australian Consumer Law that this policy cannot remove. Depending on the issue, you may be entitled to a repair, replacement, refund, cancellation or compensation.
Our 30-day change-of-mind window and unused-product conditions do not restrict these rights. Consumer guarantees may apply beyond 30 days and after a manufacturer’s warranty expires.
Contact us
For returns, refunds and workshop booking enquiries:
Tuft & Craft
Email: hello@tuftncraft.com