Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return if there is something wrong with your device. We do not however refund for a change of mind.

 To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@tuftcity.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@tuftcity.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

If your issue has however occurred on route to you and our delivery provider has fulfilled the item without error, it is outside of our responsibility of care and must be further resolved directly with the service provider. 

Our tools come with a further 12 month warranty against defects in accordance with ACCC guidelines. As with all returns, the device will need to be inspected and evaluated beforehand to establish whether the device can be accepted first. If your device is accepted it will be either repaired or replaced at no cost to the original purchaser. 

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We offer refunds on items found to be faulty and not caused by user error or general wear and tear. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Shipping Delays
We cannot be held responsible for any shipping delays caused by viral prevention measures, such as countries closing their borders or not accepting international shipments. This carries through to courier network complications. While we work our hardest to find the best courier solutions to service our customers; sudden unexpected delays along route are not grounds for a refund or compensation.