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Refund policy
Last updated: 22 July 2026
Returns and Right of Withdrawal
Most TUFTING.LV rugs are handmade according to the customer’s individual specifications, including the selected dimensions, shape, colours, text, image or design.
Because these products are custom-made or clearly personalised, the standard 14-day right of withdrawal does not normally apply. This means that a correctly produced custom rug cannot be returned simply because you change your mind, select the wrong dimensions or decide that the rug no longer suits your space.
If you purchase a ready-made, non-personalised product, you may withdraw from the purchase within 14 days of receiving it.
To request a return, please contact us at info@tufting.lv before sending or bringing the product back. Please include your name, order or invoice details and the reason for your request.
Approved returns must be sent or delivered by prior arrangement to:
Jana Repše / TUFTING.LV
Brīvības gatve 214S
Rīga, LV-1084
Latvia
Studio returns are available by prior arrangement only.
Return Condition
To be eligible for a refund, a returned ready-made product must be:
• unused beyond what is reasonably necessary to inspect it;
• clean and in its original condition;
• free from stains, odours, pet hair or damage; and
• appropriately packaged to prevent damage during return delivery.
You may be responsible for any reduction in the product’s value caused by handling beyond what is necessary to inspect its nature, characteristics and condition.
Return Shipping
Unless the product is defective, damaged, incorrect or materially different from the confirmed order, the customer is responsible for the cost of return shipping.
TUFTING.LV does not currently provide prepaid return labels or apply a fixed return fee.
Please retain proof of shipment until the return and refund have been completed.
Refunds
Once we receive and inspect an eligible returned product, we will notify you whether the refund has been approved.
Approved refunds will be processed by bank transfer. You may be asked to provide the bank-account information necessary to complete the refund.
The refund will be processed within the period required by applicable law. Where the right of withdrawal applies, the Seller may withhold the refund until the returned product has been received or proof of return has been provided.
Additional delivery costs resulting from choosing a more expensive delivery method than the least expensive standard delivery method offered may not be refundable.
Damaged, Defective or Incorrect Products
If your rug arrives damaged, is defective or is materially different from the confirmed design or order, please contact info@tufting.lv as soon as reasonably possible.
Please include:
• your name;
• your order or invoice details;
• a description of the issue;
• photographs of the product; and
• photographs of the packaging if the product was damaged during delivery.
Do not dispose of the product or packaging before we have reviewed the issue.
If the product does not conform to the confirmed order, we will provide an appropriate solution in accordance with applicable consumer law. Depending on the circumstances, this may include repair, replacement, a price reduction or a refund.
Minor variations in measurements, shape, colour, pile direction or texture that naturally result from handmade production do not automatically constitute a defect.
Order Cancellation
You may request cancellation by contacting info@tufting.lv.
If design work, material preparation or production has not yet begun, we may agree to cancel the order and issue a refund.
Once the design has been approved, materials have been ordered or production has begun, cancellation of a custom-made rug may no longer be possible.
Where cancellation is accepted after work or material preparation has begun, reasonable costs for completed work, used materials and non-refundable expenses may be deducted from the refund.
info@tufting.lv
Brīvības gatve 214S, Rīga, LV-1084