Widerrufsrecht

Return and Refund Policy

We want you to be satisfied with your purchase. As our products include woven accessories, custom designs, personalized logos, seasonal gifts, and certain clearance items, return rules may vary depending on the product type. Please read the following policy carefully before placing your order.

1. Return Request Period

For eligible standard in-stock items, you may request a return within 14 days after receiving your order.

Return or refund requests submitted after 14 days are generally not accepted, unless the product is defective, incorrect, missing items, or damaged during shipping.

2. Return Eligibility

To be eligible for a return, the item must meet the following conditions:

  • The item must be unused, unworn, and unwashed;

  • The item must show no obvious signs of wear, stains, odor, damage, or alteration;

  • All tags, packaging, accessories, and free gifts must be complete and intact;

  • The item must be returned in its original condition;

  • You must provide the order number and the reason for return.

If the returned item does not meet the above conditions, we reserve the right to refuse the refund or deduct reasonable costs based on the condition of the item.

3. Items Not Eligible for No-Reason Returns or Exchanges

The following items are not eligible for no-reason returns or exchanges:

  • Custom-made products;

  • Personalized products;

  • Products with customer logos, text, artwork, names, or brand marks;

  • Products made according to customer-specified colors, sizes, craftsmanship, packaging, or design requirements;

  • Clearance items;

  • Final sale or promotional stock items;

  • Items that have been used, worn, washed, or are no longer suitable for resale;

  • Items damaged, stained, deformed, or missing accessories due to customer handling.

Custom-made products are not eligible for return, refund, or cancellation unless there is a quality issue, wrong item, missing item, or the product is significantly inconsistent with the approved design or order confirmation.

4. Quality Issues, Wrong Items, Missing Items, or Shipping Damage

Please contact us promptly after receiving your order if any of the following issues occur:

  • The product has an obvious quality issue;

  • The product received does not match your order;

  • The wrong item was sent;

  • Any item is missing from your order;

  • The product was seriously damaged during shipping.

Please provide your order number, a description of the issue, and clear photos or videos showing the problem. After reviewing your request, we will provide an appropriate solution based on the situation, such as replacement, exchange, partial refund, or full refund.

If the issue is confirmed to be our responsibility, we will cover the related return shipping cost.

5. Returns for Non-Quality Reasons

If you request a return for any of the following reasons:

  • Ordered the wrong item;

  • No longer want the item;

  • Selected the wrong color or size;

  • Changed your mind after placing the order;

  • Other non-quality-related reasons;

The customer will be responsible for the return shipping cost, provided that the item meets the return eligibility requirements. Original shipping fees are generally non-refundable.

6. Refund Method

After the returned item has been received and inspected, we will process the refund within 3–5 business days.

Refunds will usually be issued to the original payment method. The actual time for the refund to appear in your account may vary depending on your bank, credit card provider, PayPal, or third-party payment service provider.

If you choose an exchange or store credit, we will process it after the return has been reviewed and approved.

7. Return Process

  1. Submit a return request;

  2. Provide your order number, return reason, and relevant photos or videos if applicable;

  3. Wait for our review and approval;

  4. Once approved, we will provide the return address or return instructions;

  5. After the returned item is received and inspected, we will process the refund, exchange, or replacement.

Items sent back without prior approval may not be identified or processed properly.

8. Order Cancellation Policy

For standard in-stock items, you may contact us to request order cancellation before the order has been shipped.

For custom orders, once the order has entered the design confirmation, sampling, material preparation, or production stage, cancellation is generally not accepted. If cancellation is requested under special circumstances, reasonable costs may be deducted based on the design, materials, labor, or production work already completed.

9. Contact Information

If you need to request a return, refund, exchange, or replacement, please contact us through our website contact page or order email, and provide your order number and issue description.

Email: luca@knotdream.com
Phone: +86 132 6565 0403