Refund policy

Eligibility & Timeline 

  • Return requests must be raised within 5 days of receiving your order. 
  • The rug must be returned in the same condition in which it was delivered - unused, unwashed, and untampered. 
  • Original packaging, labels, and serial number tags must be intact and legible. Missing or altered tags void eligibility. 
  • Damaged items are not eligible for return under this policy. 
  • Custom and made-to-order rugs are excluded from the return policy, except in cases of manufacturing defects, as they are manufactured to individual specifications. 
  • Returns and exchanges are not permitted on discounted items. Defective items may be eligible for exchange, subject to inspection and evaluation of the rug by our team. 

This policy applies to India orders only. 

How Returns Work 

Raise a return request by calling +91 88588 88669 or emailing marketing@houseofknots.com

  • We offer free return shipping - our team will arrange pickup from your location within 3-4 working days at a mutually convenient time. 
  • If self-shipping, dispatch the item within 48 hours of raising the request. 
  • If your original packaging is damaged, mention this when raising the request; we'll send a tamper-proof packet so you can repack and seal the rug securely before pickup.
  • Keep proof of pickup - receipt, tracking number, or SMS confirmation - for your records.
  • Subject to product availability and successful quality inspection, the store may facilitate an exchange. Alternatively, the exchange can be processed through our Customer Support team. 

Quality Check 

  • Every returned rug goes through a mandatory quality inspection upon arrival at our warehouse - no refund, replacement, or exchange is processed before this.
  • If the item passes inspection and is found to be damage-free, the refund is initiated within 5-7 business days. 
  • Refunds are issued through the original payment method: bank account for cash-on-delivery orders, or the original card/net banking source for prepaid orders. 
  • Instead of a refund, you may choose to apply the amount toward a new purchase. 

Damaged or Defective Items 

  • If you receive a damaged or defective rug, notify us within 48 hours of delivery - separate from the standard 5-day return window. 
  • We may request photos of the item via email before approving a replacement, which will be provided at no additional cost after inspection. 

Cancellations 

  • Orders can be cancelled online at any time before shipment, with a full refund.
  • Once an order has shipped, it can no longer be cancelled and must instead go through the standard return process. 

Exclusions 

The following are not considered manufacturing defects: 

  • Occasional sprouting, pulled yarns, or loss of individual tufts. 
  • Shedding (this can be reduced by vacuuming the rug on low power at least twice a week).
  • Colour or texture variations caused by natural fibres and dyes, or prolonged exposure to sunlight, humidity, heat, or atmospheric conditions. 
  • Rolling marks, which generally disappear with routine vacuuming. 
  • Matting or crushing that occurs through regular use and can be minimized through proper maintenance.