Last Updated: 11/11/2025
Website: https://theknottedgrace.com
Brand Name: The Knotted Grace

At The Knotted Grace, every item we offer is carefully handcrafted with attention to detail, patience, and artistic skill. Since our products are created individually and often made-to-order, slight variations in color, texture, shape, knots, and finishing are natural characteristics of handmade goods and should be appreciated as part of their uniqueness.

For this reason, we follow a strict no return and no exchange policy.

1. No Return or Exchange Policy

We do not accept returns or exchanges for reasons including but not limited to:

  • Change of mind

  • Personal dislike of color, design, or size

  • Slight variation in texture or shape due to handmade craftsmanship

  • Item being “different from expectation” based on product photos

Every product is clearly photographed and described as accurately as possible.
Handmade products are not identical to mass-manufactured items, and minor variations are normal—not defects.

2. Refund Policy (Applicable Only in Case of Damaged Product Delivery)

A refund will only be considered if the product you receive is damaged during transit.

To be eligible for refund, the customer must:

  1. Contact us within 48 hours of delivery

  2. Provide clear proof through:

    • A mandatory unboxing video recorded from the moment the parcel is received and opened (continuous, no cuts, no editing, no pauses)

    • Clear images of the damaged part(s) of the product

    • Order number and customer details

Without a proper unboxing video, the refund claim will not be accepted.
This requirement is non-negotiable and strictly enforced to prevent misuse of the policy.

3. Conditions for Refund Approval

A refund will be approved only if:

  • The damage occurred during shipping

  • The damage is clearly visible in the unboxing video

  • The product is unused

  • The packaging is preserved for verification

  • The claim is submitted within 48 hours of delivery

Once verified and approved, refunds will be processed to the original payment method within 7–14 business days.

4. Cases Where Refund Will Not Be Provided

Refunds will not be issued if:

  • The unboxing video is not provided or is incomplete

  • The product has been used or tampered with after delivery

  • The request is made after 48 hours of delivery

  • The customer provided incorrect or incomplete delivery address

  • The product was refused at the time of delivery without valid reason

  • The customer claims dissatisfaction based on:

    • Color tone variation due to screen brightness

    • Size or style preference

    • Shape differences due to handmade nature

5. Incorrect Shipping Address & Delivery Issues

If the order cannot be delivered due to:

  • Incomplete or incorrect address

  • Unavailability of the customer to receive delivery

  • Phone number not reachable

Then:

  • No refund will be provided

  • The order may be re-shipped only after the customer pays additional shipping charges

6. Items Lost During Transit

In the rare event that your package is marked lost by the courier service, we will:

  • Investigate with the courier partner

  • Arrange a replacement or refund depending on availability

This process may take additional time based on courier timelines and verification.

7. Packaging Damage vs Product Damage

If the outer package appears damaged, please always record a full unboxing video before opening.
In some cases, packaging may be damaged but product may still be safe.

A refund applies only if the product itself is damaged.

8. Contact for Refund Support

To raise a damage or refund request, contact us at:
Email: 

Please include:

  • Name

  • Order Number

  • Unboxing Video

  • Clear Photos of Damage

We respond within 24–48 business hours.