Warranty
True Knot carpets are covered against making faults. Hand-knotted carpets are covered for 24 months. Hand-tufted and handloomed carpets are covered for 6 months. Cover starts from the date on your invoice.
What is covered
Faults in the way the carpet was made. For hand-knotted carpets, this means the knots, the base and the edges. For hand-tufted carpets, this means the join between the pile and the backing. For handloomed carpets, this means the weave and the edges. If any of these fail in normal use during the cover period, we repair or replace the carpet free of cost.
What is not covered
- Loose fibre shedding from new wool
- Sprouting tufts, where a single thread stands higher than the surface (trim it level with scissors, do not pull)
- Small differences in colour, size and pattern
- Fading from sunlight
- Creasing from folding or storage
- Normal wear and flattening in busy areas
- Spills, stains, pet damage and insect damage
- Water damage to hand-tufted carpets (see below)
- Damage from wrong cleaning, or cleaning by anyone who is not a carpet specialist
Water damage on hand-tufted carpets
In a hand-tufted carpet, the pile is held to a backing cloth with a fixative. Too much water weakens this bond. Once that happens the carpet may shed heavily, the pile may come away in patches, the backing may separate or stiffen, and the carpet may develop a lasting smell. None of this can be repaired.
Water damage is therefore not covered on hand-tufted carpets. This includes steam cleaning, machine washing, shampooing, soaking a spill, washing the carpet with a hose or bucket, and damage from flooding, seepage or a wet floor.
Clean hand-tufted carpets with as little moisture as possible, and use only a specialist who works with hand-tufted carpets.
Bespoke carpets
Made-to-order carpets have the same cover against making faults. As they are made to your size and design, they cannot be returned or exchanged once confirmed.
How we settle a claim
We repair the carpet. If it cannot be repaired cleanly, we replace it or agree on an equivalent with you. Our liability is limited to the invoice value of the carpet.
How to claim
Bring your invoice and clear photos to the True Knot showroom, or send them to us at contact@trueknot.in or +91 96501 10300. We will inspect the carpet before settling the claim.
If you are not satisfied with how a claim has been handled, write to our Grievance Officer, Aditya, at grievance@trueknot.in or +91 96501 10300. We acknowledge every complaint within 48 hours and resolve it within one month.
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