Refund & Cancellation Policy
Our refund and cancellation conditions for tufting sessions, gift cards and products at TUTU Studio Barcelona.
Last updated: 30 October 2026
1. Tufting Sessions (Workshop Bookings)
Payment and Guarantee Card
- You pay for the workshop at the studio on the day of your session.
- When you book on our website, you leave a card as a guarantee on the bank’s secure page. We do not see the card number. If your workshop is more than six weeks away, we will email you the link to leave it about six weeks before.
- Nothing is charged to that card, except in the cases listed under «Cancellation».
Cancellation
- You can cancel at no cost up to 48 hours before your booked time.
- If you left a card and cancel less than 48 hours in advance or someone does not come, €10 for each missing person will be charged to it.
- If you book when less than 48 hours remain, this charge applies from the moment you book.
- To cancel, contact us at info@tutustudio.es or via WhatsApp at +34 680 95 98 39. We count the 48 hours from the time you let us know.
- If you see a charge and think there is a mistake, contact us and we will review it with you.
Date Changes
- If your booking is for a single rug, you can change the date or time using the «Cambiar fecha u hora» button in the reminder email, up to 12 hours before and once.
- For bookings of several rugs or any other change, contact us at info@tutustudio.es or via WhatsApp at +34 680 95 98 39.
- Date changes are at no extra cost and subject to availability.
Bookings Through Other Channels
- If you booked via WhatsApp, at the studio or on a platform, or paid in advance, the conditions we confirmed when you booked apply.
2. Gift Cards
- Gift cards are non-refundable once issued.
- They are transferable: the recipient may be different from the purchaser.
- They are valid until the date indicated on the card. After that date, they cannot be used.
- If the recipient cannot attend, they may reschedule the session date following the conditions above.
3. Physical Products (TUTU HOME)
- Products purchased from our online shop may be returned within 14 calendar days of receipt, provided they are in their original condition and unused.
- Return shipping costs are borne by the buyer, unless the product arrives defective or incorrect.
- To initiate a return, contact us at info@tutustudio.es with your order number.
- Refunds will be processed via the same payment method within 14 days of receiving the returned product.
4. Pieces Made in the Workshop
Pieces created during tufting sessions are personal and handmade. As they are products made by the customer themselves, returns and refunds are not accepted based on the outcome of the piece.
TUTU Studio handles the final finishing (trimming, gluing, and preparation) so your piece is ready to use. If there is any issue with the finishing process, contact us and we will resolve it.
5. Contact
For any questions about returns or refunds:
- Email: info@tutustudio.es
- WhatsApp: +34 680 95 98 39
- Business hours: Every day, 11:30 – 21:00
