Return Policy

OZ Knots Return & Refund Policy

Thank you for shopping with OZ Knots! We are committed to ensuring your satisfaction with our handcrafted rugs. If you are not entirely satisfied with your purchase, we are here to help.

Returns

  • Eligibility: To be eligible for a return, the item must be unused, in the same condition as received, and in its original packaging.
  • Time Frame: Returns are accepted within 14 days of the delivery date.
  • Proof of Purchase: A receipt or proof of purchase is required to process any returns.
  • Condition Verification: All returned items will undergo a quality check to ensure eligibility for refund or exchange.

Non-Returnable Items

  • Custom or personalized rugs.
  • Items marked as final sale.
  • Rugs that show signs of wear, damage, or alterations.
  • Gift cards or promotional items.

Cancellations

  • Orders can be cancelled only if they have not been dispatched.
  • Items that have already been shipped cannot be cancelled.
  • Customised or personalized order cannot be cancelled.
  • As we strive to dispatch orders quickly—often within 24 hours—cancellation requests must be made as soon as possible after placing your order. For cancellations, you will receive a refund or store credit for the amount paid.

Return Process

  • Contact our customer service team at info@ozknots.com with your order number and reason for return.
  • Once your return is approved, you will receive instructions for shipping the item back to us.
  • Customers are responsible for return shipping costs. We recommend using a trackable shipping service or purchasing shipping insurance.
  • Alternatively, we can arrange a pick-up service for returns. Customers opting for this service will be responsible for the associated pick-up charges.
  • Ensure the return package is securely packed to avoid damage during transit. OZ Knots is not responsible for any items lost or damaged during return shipping.

    • Refunds

    • Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
    • Approved refunds will be processed within 7-10 business days and credited to your original payment method.
    • Shipping charges are non-refundable, except in cases of damaged or incorrect items.
    • If the refund is delayed, please contact your bank or credit card company, as processing times may vary.

    Exchanges

    • We only replace items if they are defective or damaged. For exchanges, email us at info@ozknots.com.
    • Exchanges are subject to product availability. If the desired item is out of stock, we may offer a refund or store credit.

    Damaged or Incorrect Items

    • If you receive a damaged or incorrect item, please contact us within 48 hours of delivery. We will arrange a replacement or issue a full refund, including shipping costs.
    • Photographic evidence may be required to process claims for damaged or incorrect items.

    Gift Returns

    • If the item was marked as a gift and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
    • If the item was not marked as a gift, refunds will be processed to the original purchaser.

    Contact Us

    For any questions about our return policy, please contact us at info@ozknots.com.

    Thank you for choosing OZ Knots!