Refund policy

Last updated: September 14, 2026

Our refund policy

Most approved returns are refunded as store credit to use on a future order, not a refund to your original payment method. If something went wrong on our end — you received the wrong item, the product or service wasn't what you ordered, or you didn't receive what you paid for due to an issue on our side — we'll issue a full refund to your original payment method instead.

Ready-made products

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately, we can't offer you a return.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Several types of goods are exempt from being returned, including custom-made rugs, sale items, and gift cards.

Custom-made rugs

Every custom rug is handmade for you and cannot be returned for a change of mind. However, if the finished rug doesn't match the design we both signed off on, we'll redo the wrong section or remake the whole rug at no extra cost.

Refund process

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, you'll receive store credit within 7-10 business days to use on a future order. If the issue was caused by us — you received the wrong item, the product or service didn't match what you ordered, or you didn't receive what you paid for due to something on our end — we'll refund your original payment method instead within 7-10 business days.

Late or missing refunds

If you haven't received your store credit or refund yet, contact us at tuft.jo@gmail.com. For refunds to a card or original payment method, also check your bank account and contact your credit card company first, as it may take some time before it's officially posted.

Workshops

Free cancellation up to 48 hours before the scheduled session. Within 48 hours we can move you to another date but cannot refund. No-shows are non-refundable.

Shipping returns

To return your product, mail it to: Tuft.jo Studio, Jabal Amman, Amman, Jordan. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

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