This policy explains how and when you can cancel an order with True Knot. 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 made 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.
- After production has begun: you may still cancel. We will deduct only the actual costs already incurred on your piece, meaning materials bought or dyed for it and weaving work completed, up to the amount of your deposit, and refund the balance. We will share an itemised statement of these costs with you.
We will confirm the production start date with you, so you always know which of the above applies.
How to cancel
To request a cancellation, contact us as soon as possible with your order number:
- Email: contact@trueknot.in
- Phone: +91 96501 10300
Refunds for cancelled orders
Where a cancellation is eligible for a refund, the amount is refunded to your original payment method within 7 to 10 business days of confirming the cancellation.
Orders we may cancel
We may cancel an order 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. If we cancel, you receive a full refund of everything you have paid, including any deposit.
Grievance Officer
If you are not satisfied with how a cancellation or refund has been handled, you may write to our Grievance Officer. We acknowledge every complaint within 48 hours and resolve it within one month.
Aditya, Grievance Officer
Email: grievance@trueknot.in · Phone: +91 96501 10300
Contact us
True Knot Private Limited
Showroom: 432, MG Road, Sultanpur, New Delhi 110030, India
Email: contact@trueknot.in · Phone: +91 96501 10300
Hours: 10:30 AM to 8:30 PM, open all days