Refund policy
Return & Replacement policy
Every True Knot carpet is made by hand, whether hand-knotted, hand-tufted or handloomed, and we want you to be completely happy with your piece. Please read this policy before requesting a return or replacement.
Return window
You may raise a return or replacement request within 48 hours of delivery. We recommend inspecting your carpet as soon as it arrives. A fault in how the carpet was made that shows up after 48 hours is covered by our Warranty.
What can be returned
- Ready and in-stock carpets can be returned or replaced, subject to the conditions below.
- Custom and made-to-order (bespoke) pieces cannot be returned or exchanged for a change of mind, as they are made to your chosen size, colour and design. They are covered for faults in how they were made (see Damaged, defective or wrong items).
- Items sold at a reduced price marked down from a displayed original price, and any piece that has been used, washed, altered or soiled, cannot be returned.
A note on handmade variation
Because each carpet is made by hand, small variations in size, colour, texture and pattern are natural. They are part of the character of a handmade piece and are not defects. Some 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 in place, and packed in its original packaging.
How to raise a request
Within 48 hours of delivery, write to us or call with your order number and clear photographs of the piece (including any issue, and one photo showing the carpet securely repacked):
- Email: contact@trueknot.in
- Phone: +91 96501 10300
We will give you a reference number for your request, confirm eligibility and arrange the next steps.
Return shipping
Once your request is approved, we arrange a pickup from your delivery address. A flat pickup charge of ₹500 applies and is deducted from your refund or paid before an exchange. This charge is waived if the carpet is defective or you received the wrong item.
Replacement, exchange and refunds
Once your return is approved, you choose:
- 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 made within 7 to 10 business days after we receive the returned carpet and it passes a quality check.
Damaged, defective or wrong items
If your carpet arrives damaged or defective, or you received the wrong piece, tell us within 48 hours of delivery at contact@trueknot.in with photographs. Once a quality check confirms the issue, we arrange a free replacement or full refund, including return shipping.
Grievance Officer
If you are not satisfied with how your request has been handled, 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
This policy applies to purchases made on trueknot.in. The version published at the time of your purchase applies to your order.