If you are purchasing from Spain or any EU country, you have the legal right to withdraw from your purchase within 14 calendar days from the day you receive the product, without needing to provide a reason.
To exercise this right, you must notify us in writing at hola@tentfuldesignstudio.com before the withdrawal period expires.
Conditions for Withdrawal
Items must be returned unused, in their original packaging, and in the same condition in which they were received.
The customer is responsible for the return shipping costs, unless the item arrived damaged or incorrect.
Once the returned items are received and inspected, we will issue a refund within 14 days using the same payment method.
Exceptions
The right of withdrawal does not apply to:
Bespoke, customised, or made-to-order pieces (including personalised tapestries or any product created specifically for the customer).
Items that show signs of use, wear, damage, or modification.
2. Returns (UK & Switzerland)
Customers in the UK and Switzerland may request a return within 14 days of receiving the product. All conditions listed above also apply to UK/CH returns.
Return shipping costs, customs fees, and import charges (if any) are the responsibility of the customer unless the product was delivered damaged or incorrect.
3. Damaged or Incorrect Items
If you receive a defective, damaged, or incorrect item, you must notify us within 48 hours of delivery at hola@tentfuldesignstudio.com, including:
Order number
Photos of the damage or issue
Packaging photos (if applicable)
We will provide a replacement or a refund at no extra cost. In these cases, Tentful covers return costs if a return is required.
4. Handmade Nature of Products
Please note that all Tentful pieces are handcrafted. Natural variations in colour, texture, shape, and finish are not considered defects and are an inherent part of artisanal craftsmanship.
5. Refunds
Once your return is approved and the product is received in acceptable condition, refunds will be processed within 14 days.
Refunds will be issued to the original payment method. Shipping fees (initial shipping and return shipping) are non-refundable, except in the case of damaged or incorrect items.
6. Exchanges
We do not offer direct exchanges. If you wish to change an item, please request a return and place a new order.
7. International Returns
For returns outside the EU, customers are responsible for:
Return shipping
Customs duties
Taxes
Import/export fees
These are non-refundable and must be arranged by the customer unless we delivered a damaged or incorrect item.
