At Knotty, customer satisfaction is one of our highest priorities. We take great care in ensuring that every product is carefully inspected before it is packed and shipped. However, we understand that there may be occasions when you need to return, exchange, or request a refund for an item.
This policy outlines the terms and conditions regarding returns, refunds, and exchanges. By placing an order on our website, you agree to the conditions mentioned below.
Our Commitment
We strive to provide products that meet high standards of quality, comfort, and design. Every order undergoes a quality inspection before dispatch to minimize the chances of errors or defects. If, despite our best efforts, you experience an issue with your purchase, our customer support team will work with you to find a fair and timely resolution.
Return Eligibility
To be eligible for a return, your item must meet the following conditions:
- The return request must be submitted within the time period mentioned on our website.
- The product must be unused, unwashed, and in its original condition.
- All original tags, labels, accessories, and packaging must be intact.
- The product must not show signs of wear, damage, or alteration caused after delivery.
- A valid proof of purchase or order confirmation must be provided.
Products that do not meet these requirements may not qualify for a return.
Non-Returnable Items
For hygiene and quality reasons, certain products may not be eligible for return or exchange.
These may include:
- Products that have been worn or washed.
- Items without original tags or packaging.
- Products damaged due to improper handling by the customer.
- Customized or personalized products.
- Gift cards or promotional items, where applicable.
- Products purchased during final clearance sales, unless they arrive damaged or defective.
Please review the product description carefully before placing your order.
Exchange Policy
If you receive an incorrect product, a damaged item, or a product with a manufacturing defect, you may request an exchange subject to verification.
Once your request is approved:
- Our team will guide you through the exchange process.
- The original product may need to be returned before the replacement is shipped.
- Exchanges are subject to product availability.
- If the requested item is unavailable, we may offer an alternative solution in accordance with our policies.
Our goal is to ensure you receive a product that meets your expectations.
Damaged, Defective, or Incorrect Products
Although every order is checked before shipping, mistakes can occasionally happen.
If you receive:
- A damaged product
- A defective product
- An incorrect item
- An item with missing components
Please contact our customer support team as soon as possible after delivery.
To help us investigate quickly, kindly provide:
- Your order number
- Clear photographs of the product
- Images of the packaging
- An unboxing video, if available
These details help us verify the issue and provide an appropriate resolution without unnecessary delays.
Refund Policy
Refunds are processed only after the returned product has been received and successfully inspected by our quality team.
If your return is approved:
- The refund will be initiated using your original payment method whenever possible.
- Processing times may vary depending on your payment provider or financial institution.
- You will receive a confirmation once your refund has been initiated.
Please note that shipping charges, handling fees, or payment gateway charges may not be refundable unless the return is due to our error.
Return Process
Returning an item is simple.
Step 1: Contact our customer support team with your order details.
Step 2: Share photographs and other requested information if applicable.
Step 3: Wait for our team to review and approve your request.
Step 4: Carefully pack the product in its original packaging.
Step 5: Ship the product back using the instructions provided by our support team, or wait for pickup if available.
Step 6: Once the returned item passes our quality inspection, your exchange or refund will be processed.
Cancellation Policy
Orders may be cancelled only before they are dispatched.
If your order has already been shipped, cancellation will no longer be possible. In such cases, you may need to follow the applicable return process after receiving the product.
We recommend contacting us as soon as possible if you wish to cancel your order.
Situations Where Returns or Refunds May Be Declined
To maintain fairness for all customers, Knotty reserves the right to reject return or refund requests in the following situations:
- The product has been used or washed.
- Original tags or packaging are missing.
- The return request is submitted after the eligible return period.
- The product has been intentionally damaged or altered.
- The issue reported cannot be verified based on the information provided.
Our team carefully reviews every request before making a final decision.
Quality Inspection
Every returned product undergoes a quality inspection before any refund or exchange is approved.
This inspection helps us verify:
- Product condition
- Packaging
- Tags and accessories
- Manufacturing defects
- Signs of use or damage
This process ensures fairness for both our customers and our business.
Important Information
Please remember:
- Product colors may vary slightly due to lighting conditions and screen settings.
- Minor packaging differences do not indicate a defective product.
- Delivery delays do not automatically qualify for refunds.
- Refund timelines may vary depending on banks and payment providers.
- Policy updates may occur from time to time, and the latest version published on our website will always apply.
Need Help?
We’re committed to making your shopping experience with Knotty as smooth and enjoyable as possible. If you have any questions regarding returns, refunds, or exchanges, our customer support team is always happy to assist you.
Please visit our Contact Us page to get in touch with us. We’ll review your request promptly and do our best to provide a fair and satisfactory resolution.
Thank you for choosing Knotty. Your trust means everything to us, and we’re dedicated to providing quality products backed by reliable customer support.