Refund policy

At TrueKnot, every carpet is hand-knotted by generational weavers, and we want you to be completely happy with your piece. Because our rugs are handmade, please read this policy carefully before requesting a return or replacement.

Return window

You may raise a return or replacement request within 48 hours of delivery. Requests made after 48 hours cannot be accepted. We recommend inspecting your carpet as soon as it arrives.

What can be returned

• Ready / in-stock carpets are eligible for return or replacement, subject to the conditions below.
• Custom and made-to-order (bespoke) pieces are final sale and cannot be returned or exchanged for change of mind, as they are crafted specifically to your chosen size, colour, and design. Bespoke pieces are covered only in the case of a genuine manufacturing defect (see Damaged or defective items).
• Sale or discounted items, and any piece that has been used, washed, altered, or soiled, are not eligible for return.

A note on handmade variation

Because each carpet is knotted by hand, slight variations in size, colour, texture, and pattern are natural and are part of the character of a handmade piece — these are not considered defects. Minor shedding in the first weeks of use is also normal.

Condition requirements

To be accepted, the returned carpet must be unused, unwashed, and undamaged; in its original condition with all labels and tags intact; and returned in its original packaging.

How to raise a request

Within 48 hours of delivery, contact us with your order number and clear photographs of the piece (including any issue, plus an image showing the carpet securely repacked):

• Email: contact@trueknot.in
• Phone: +91 96543 41454

Our team will confirm eligibility and arrange the next steps.

Return shipping

Once your request is approved, we will arrange a reverse pickup from your delivery address. A flat pickup charge of ₹500 applies and is deducted from your refund or payable before exchange. This charge is waived entirely if the carpet is found to be defective or if you received the wrong item.

Replacement, exchange & refunds

Once your return is approved, the choice is yours — pick whichever works best for you:

• a replacement of the same piece;
• an exchange for another carpet of equal or higher value (you pay the difference); or
• a full refund to your original payment method.

Refunds are processed within 7–10 business days after we receive the returned carpet and it passes a quality inspection. The original shipping charge (if any) is non-refundable.

Damaged, defective, or wrong items

If your carpet arrives damaged, defective, or you received the wrong piece, notify us within 48 hours of delivery at contact@trueknot.in with photographs. After a quality check confirms the issue, we will arrange a free replacement or full refund at no cost to you, including return shipping.

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)

This policy applies to purchases made through trueknot.in. TrueKnot reserves the right to update this policy at any time; the version published on our website at the time of your purchase applies.