Refund, Returns & Workshop Cancellation Policy
This policy applies to purchases made from Tuft & Craft through tuftncraft.shop and to workshops booked at our Chippendale studio. Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.
Workshop cancellations and changes
You may request either a refund or a reschedule when you contact us at least 24 hours before the scheduled workshop start time.
- Requests made at least 24 hours before the workshop may be refunded to the original payment method or moved to another available session.
- Requests made less than 24 hours before the workshop start time, and non-attendance without notice, are not eligible for a change-of-mind refund or reschedule.
- If Tuft & Craft cancels a workshop, you may choose a full refund or an available replacement date.
These workshop terms do not limit any remedy available where services do not meet a consumer guarantee under the Australian Consumer Law.
Change-of-mind returns for physical products
We accept change-of-mind returns of eligible physical products within 30 days after delivery. To qualify, the product must be unused, in its original packaging where applicable, in resalable condition and accompanied by proof of purchase.
To start a return, email hello@tuftncraft.com with your order number and the item you wish to return. Please wait for return instructions before sending the item.
- The customer is responsible for change-of-mind return postage and for ensuring the parcel reaches us safely.
- Original delivery charges are not refundable for change-of-mind returns.
- We recommend using tracked postage because we cannot process a return that we do not receive.
Items not eligible for change-of-mind returns
Change-of-mind returns are not available for:
- custom, personalised or made-to-order items;
- gift cards or gift vouchers;
- digital products or downloadable content; or
- products that have been used, altered, damaged after delivery or returned incomplete.
This exclusion does not affect rights relating to faulty, unsafe, incorrectly described or otherwise non-compliant goods.
Faulty, damaged or incorrect products
If a product arrives damaged, is faulty, is unsafe, is materially different from its description or the wrong product was supplied, contact us as soon as reasonably possible at hello@tuftncraft.com. Include your order number, a description of the issue and photographs where practical.
Depending on the issue and your rights under the Australian Consumer Law, the available remedy may include repair, replacement, refund or another appropriate solution. The 30-day change-of-mind period does not limit the time in which Australian Consumer Law rights may apply. Where required by law, we will cover reasonable return costs for faulty or incorrectly supplied goods.
Refund processing
After an eligible return is received and inspected, we will notify you of the outcome. Approved refunds will be issued to the original payment method. Your bank or payment provider may require additional time to display the refund.
Contact and return location
Tuft & Craft
Shop 1, 49 Regent Street
Chippendale NSW 2008
Australia
Email: hello@tuftncraft.com
Phone: 0435 793 376