Refund policy

Personalized & Embroidered Items (Final Sale)

Every Conley and Cotton piece is thoughtfully personalized and crafted with care. Because of the custom nature of these items, all embroidered and personalized products are final sale and not eligible for return or exchange unless they are determined to be substantially defective.

If you believe your item has a defect, please email shoptuftco@gmail.com within 7 days of delivery. Our team will gladly review your concern and work toward a fair resolution.

Eligibility for Return or Refund (Customized Products)

A refund or replacement may be considered when all of the following are true:

• The item contains a substantial defect or does not match the approved specifications.

• The issue resulted from an error in our customization or production process.

• You contact us within 7 days of receipt and the claim is approved after review.

Production Tolerance: Minor variations in embroidery placement (up to ¼ inch in any direction) fall within normal tolerances and are not considered defects.

We may request clear photographs of the issue before authorizing any resolution.

Exception-Based Returns (Personalized Items)

If a return is exceptionally approved, a 25% Customization Impact Fee will be deducted from the refund or store credit to reflect the reduced resale value of personalized goods. This fee is non-negotiable.

If the approved resolution is a return rather than an exchange, the refund will be issued as store credit for the adjusted amount.

Damages & Manufacturing Issues

We stand behind the quality of our products and packaging. If your order arrives damaged or with a manufacturing defect, please notify us within 7 days of delivery at shoptuftco@gmail.com.

To be eligible for a replacement:

• The issue must be substantial and caused by a production/customization error, or

• There must be clear evidence of shipping-related damage.

We reserve the right to request photographic proof of the defect or damage before authorizing a replacement or other remedy.

To report a damaged or defective item, email shoptuftco@gmail.com with:

• Your order number

• A brief description of the issue

• Photos that clearly show the problem

Our team will review your request and respond with next steps as quickly as possible.

Sales & Price Adjustments

We do not offer price matching or post-purchase price adjustments. Promotions and sales:

• Are offered at our sole discretion

• May be time-limited or exclusive to certain collections, platforms, or customer groups

• Cannot be applied to previous purchases

• May be modified or discontinued at any time without notice

Before You Order

Please double-check sizing charts, personalization fields, and order details before placing your order. If you have questions, we’re happy to help at shoptuftco@gmail.com.