Returns/Warranty
RETURNS
We hope that you enjoy your new tiles, however, if you are not completely satisfied with your Feltro experience, please email us at hello@playfeltro.com to arrange a refund or exchange.
Returns are available 30 days from the purchase date, and can result in a partial or full refund, or store credit/exchange.
To be eligible for a refund or credit, your tiles must be lightly used and in the same condition that you received them. No stains, scratches or blemishes, please. They must be returned with all tiles and bag components, and in the same or a similarly sized box.
You will be responsible for the cost of shipping the returned items, and both initial and return shipping costs are non-refundable. Upon receiving your returned items, we will assess the condition of your tiles and issue a partial or full refund dependent on the condition of the returned tiles. If you receive a refund, the cost of return shipping will be deducted from the refunded amount. Credit card purchases can be refunded within days. Larger refunds may take 1-2 weeks to process.
Please be sure to contact us before returning your tiles so that we can pre-assess the condition of your tiles via email, and arrange proper shipping with our courier.
WARRANTY/DEFECTIVE TILES
We stand by our materials and manufacturing and will fix or replace any defective or damaged tiles, components or accessories within 1 year of purchase. Please email hello@playfeltro.com if any defects or damage to tiles is discovered to start the warranty process.
Our warranty covers defects in materials, components and assembly. Our warranty does not cover damage that does not result from the normal and reasonable use of the tiles, including stains, spills or blemishes, nor does it cover any damage caused by use beyond the general wear of tear of play. It helps to provide a few images of the defective tile(s), so that we can remedy any issue quickly.
We will repair any product that proves to be defective in materials or workmanship during the warranty period. In the event repair is not possible, we will either replace it with a new one or refund the purchase price of the defective components - whichever you prefer. All shipping logistics will be arranged by Feltro and shipping costs will be our responsibility.
Please keep in mind that small surface, colour and stitching variations are a natural part of the materials and manufacturing processes we use to make Feltro, and are not covered under the warranty. Learn more about our materials and how to take care of your tiles here.