Refunds & Returns Policy
We want you to be happy with your handmade purchase from The Knutty Knotter.
If something isn’t quite right, please contact us and we’ll do our best to help.
Returns Process
All returns must be requested by email before any item is sent back.
To request a return, please contact us by email within the applicable timeframe (see sections below).
Once your return request has been approved, we will provide the correct returns address and return instructions.
Goods sent to any address other than the returns address provided in our email may be lost or rejected, and we cannot be held liable for items sent to an incorrect address.
Our general business address is shown on the Contact page for correspondence only.
Please do not send returns to that address unless instructed to do so.
We strongly recommend using a tracked service for all returns, as we cannot be responsible for items lost in transit.
Important Information About Handmade Rope Products
Our products are made using rope, which is a flexible material by nature.
Because of this, items may become slightly misshapen during transit or normal handling.
This is not a fault and can usually be corrected easily by gently pushing the rope strands back into place by hand.
The traditional structure of rope products allows for some natural movement in form during use.
Minor changes in shape that can be corrected by hand are considered a normal characteristic of the product and not a defect.
Damage caused by misuse, failure to follow care instructions, or excessive force will not be accepted as a return.
Cooling-Off Period (Change of Mind)
Under UK consumer law, you have the right to cancel your order within 14 days of delivery.
To exercise this right, you must contact us by email within 14 days of receiving your order to request a return.
Items must be:
Unused and in their original packaging
Returned within 30 days of delivery
Custom or personalised items are non-returnable unless they arrive faulty or damaged.
Return postage for change-of-mind returns is the responsibility of the customer.
Faulty or Damaged Items
If your item is faulty or arrives damaged, please contact us by email within 30 days of delivery to request a return.
In some cases, we may ask for clear photographic evidence of the fault or damage before approving the return.
Once the returned item has been received and inspected:
If a fault is confirmed, you will be offered either a refund or a replacement.
Return postage for confirmed faulty items will be refunded.
If the item is not found to be faulty, it will be returned to you at our expense and your original return postage will not be refunded.
Refunds
Once your return has been received and inspected, we will confirm whether a refund or replacement has been approved.
Approved refunds will be processed to the original payment method within 7 days of approval.
Please note that bank or card processing times may vary, and it may take a few additional days for the refund to appear.