Refunds

Cancelling a product order

You can cancel a physical order from your order page while its status is Pending or Confirmed. That is the window before we start Making.

Once the status moves to Making, Ready, Shipped, or Completed, the cancel button closes. The yarn is already in the piece, or the parcel is already on the way.

Online payments

If you paid online and the order is cancelled while a refund is still due, we send the amount you paid back through Razorpay to the original payment method. That amount is what was actually charged, after any coupon or reward-point discount. A part-payment is refunded only for the portion that was charged. It can take a few working days to appear, and sometimes up to 5–7 working days, depending on your bank.

Cash on delivery orders that are cancelled before anything was collected have nothing to refund.

Patterns

Pattern orders cannot be cancelled from your account. Once payment succeeds and the pattern is available on your order, the sale is final, because the instructions have been provided. If you paid and the pattern never opens, write to us and we will fix the access or refund the payment.

If we cancel

We may cancel an order we cannot make or cannot ship. Online payments on that order are refunded the same way.

Defective pieces

Returns and replacements are accepted within 7 days of delivery for defective or incorrect items.

Because every Knotty Twirls piece is handmade to order, handmade variations such as minor differences in colour, texture, or stitch appearance are not considered defects. Change-of-mind returns are not accepted.

Please provide a continuous, unedited unpacking video from the sealed parcel to the item being fully unpacked. This helps us verify damage or defects and process your request fairly.

An approved return refunds the piece’s share of what you paid. Online payments go back through Razorpay to the original method and can take a few working days. Cash on delivery is refunded by us directly. If your replacement is approved, we’ll remake your piece and ship the replacement once it’s ready. As each piece is made to order, replacements are not instant and will follow our standard making timeline. Reward points on a returned order are not added.

Reward points

Points you spent on a cancelled or refunded order are restored. Points earned from that order are removed.

How to reach us

Use the cancel button on the order while it is still open. After it is completed, use Request a return on that order if a piece is defective. You can also write from the Contact page. Read the Terms for how orders and delivery work.