This policy explains how and when you can cancel an order with TrueKnot. Because our carpets include both ready pieces and made-to-order commissions, cancellation terms differ for each.
Ready / in-stock orders
You may cancel a ready or in-stock order at any time before it is dispatched for a full refund. Once an order has been dispatched, it can no longer be cancelled, and any return will be handled under our Return & Replacement Policy.
Custom & made-to-order (bespoke) pieces
Custom pieces are crafted specifically to your chosen size, colour, and design, and require an advance deposit of 50% to begin production.
- Before production begins: you may cancel for a full refund of your deposit.
- Once production (weaving) has begun: the order cannot be cancelled and the advance deposit is non-refundable, as it covers materials reserved and artisan labour already committed to your piece.
We will confirm the production start date with you so you always know the cut-off for cancellation.
How to cancel
To request a cancellation, contact us as soon as possible with your order number:
- Email: contact@trueknot.in
- Phone: +91 96543 41454
Refunds for cancelled orders
Where a cancellation is eligible for a refund, the amount is refunded to your original payment method within 7–10 business days of confirming the cancellation.
Orders we may cancel
We reserve the right to cancel an order and issue a full refund if the item is unavailable, if there is a pricing or product error, or if we are unable to fulfil it for reasons beyond our control.
Contact us
TrueKnot
432, MG Road, Sultanpur, New Delhi — 110030, India
Email: contact@trueknot.in · Phone: +91 96543 41454
Hours: 11:00 AM – 7:00 PM (Closed on Tuesdays)