Last Updated: September 3, 2026

At Knitroot, every product is made with care. As most of our products are personalized and made to order, we maintain a strict No Return, No Refund, and Limited Exchange Policy.

By placing an order on www.knitroot.com, you acknowledge that you have read, understood, and agreed to this policy.

1. No Returns

All purchases made on Knitroot.com are final sale.

We do not accept returns for:

• Change of mind.

• Incorrect size selected by the customer.

• Incorrect colour or design selected by the customer.

• Incorrect personalization details entered by the customer.

• Ordering the wrong product.

• Delivery delays caused by courier or logistics partners.

• Refusal to accept delivery.

• No longer requiring the product after placing the order.

• Minor variations in print, stitching, colour, fabric texture, or measurements that fall within standard manufacturing tolerances.

2. Personalized & Customized Products

Most Knitroot products are made specifically for each customer based on the information submitted during checkout.

Personalized or customized products cannot be returned, exchanged, cancelled, or refunded once production or customization has commenced, except where otherwise required by applicable law.

Customers are responsible for carefully reviewing all information submitted for customization, including:

• Name spelling.

• Personalization details.

• Dates.

• Size selection.

• Colour selection.

• Design selection.

• Shipping address.

• Contact number.

Knitroot will manufacture the product according to the information and selections submitted by the customer.

3. Exchange Policy

Knitroot generally does not offer exchanges.

An exchange may be considered only where:

• You received a product that differs from the product ordered.

• The product has a verified manufacturing defect.

• Knitroot shipped an incorrect size.

All exchange requests are subject to verification and approval by our Quality Team.

4. Damaged, Defective, or Incorrect Products

If you receive a damaged product, defective product, incorrect product, or incomplete order, you must contact us within 48 hours of delivery.

To enable us to investigate and verify your claim, please provide:

• Order number.

• Clear photographs of the product.

• A clear photograph of the shipping label.

• Clear photographs of the outer packaging.

• A continuous, unedited unboxing video, as described below.

Failure to provide the required evidence may result in the claim being rejected where the issue cannot be reasonably verified.

5. Mandatory Unboxing Video

A continuous, unedited video recorded before opening the package is mandatory for claims involving:

• Damaged products.

• Missing products.

• Incorrect products.

• Manufacturing defects.

• Incomplete orders.

The unboxing video must:

• Clearly show the sealed package from all sides.

• Clearly show the shipping label.

• Show the package being opened without interruption.

• Show all contents immediately after opening.

• Be recorded in one continuous take without edits, cuts, pauses, or interruptions.

Claims submitted without a valid unboxing video may not be eligible for a replacement or refund where the video is necessary to verify the claim.

Photographs alone may not be sufficient to verify certain types of claims.

6. Manufacturing Tolerances

The following are generally considered normal manufacturing or production variations and will not, by themselves, be treated as defects:

• Slight colour differences caused by screen settings, lighting, or photography.

• Minor variations in print placement.

• Minor stitching variations.

• Normal variations in fabric texture.

• Measurement differences within ±1 inch.

• Normal variations associated with handmade, printing, or manufacturing processes.

7. Size Responsibility

Customers are responsible for selecting the correct size before placing an order.

Please refer to our Size Guide and carefully check the measurements before completing your purchase.

Products ordered in the wrong size due to customer selection are not eligible for return, exchange, or refund, except where otherwise required by applicable law.

8. Personalization Responsibility

Customers are responsible for reviewing all personalization details carefully before placing an order.

Knitroot is not responsible for errors resulting from information entered incorrectly by the customer, including:

• Misspelled names.

• Incorrect dates.

• Incorrect initials.

• Typographical errors.

• Capitalization or formatting preferences entered during checkout.

Orders are produced according to the information submitted by the customer at the time of purchase.

9. Order Cancellation

Orders may be cancelled only before production or customization begins.

Once an order has entered production, printing, embroidery, packing, or dispatch, it cannot be cancelled, modified, or refunded, except where otherwise required by applicable law.

10. Shipping Delays

Estimated delivery timelines are provided for reference and may vary depending on the destination, courier partner, operational conditions, and other circumstances.

Knitroot is not responsible for delays caused by circumstances beyond our reasonable control, including:

• Courier or logistics partners.

• Weather conditions.

• Public holidays.

• Customs clearance.

• Government restrictions.

• Natural disasters.

• Incorrect or incomplete customer information.

• Other circumstances beyond our reasonable control.

Delivery delays do not, by themselves, qualify an order for a refund or cancellation, except where otherwise required by applicable law.

11. Incorrect Shipping Information

Customers are responsible for providing complete and accurate shipping information when placing an order.

Knitroot is not responsible for delivery issues arising from:

• Incorrect address.

• Incomplete address.

• Incorrect phone number.

• Customer being unavailable at the time of delivery.

• Refusal to accept delivery.

If an order is returned to us due to incorrect or incomplete information, refusal of delivery, or other circumstances attributable to the customer, additional shipping charges may apply for re-dispatch.

12. Delivered Orders

If the courier tracking status shows an order as Delivered, customers should first check with family members, neighbours, building security, or the courier partner before raising a non-receipt claim.

Knitroot will review any such claim based on the available delivery records and supporting information.

13. Refund Policy

Refunds will generally be issued only where:

• A verified manufacturing defect cannot reasonably be resolved through a replacement.

• An incorrect product was shipped and a replacement is unavailable.

• Knitroot cancels an order before production begins.

Approved refunds will be processed to the original payment method within 5–7 business days after approval. The time taken for the refund to appear in the customer's account may vary depending on the payment provider or bank.

Shipping charges are non-refundable unless the error or issue occurred on our part or a refund is otherwise required by applicable law.

14. Right to Reject Claims

Knitroot reserves the right to reject a claim where the available evidence does not establish a qualifying issue, including where the claim:

• Is reported more than 48 hours after delivery.

• Does not include the mandatory unboxing video where required.

• Lacks sufficient supporting evidence.

• Involves misuse, negligence, improper washing, or unauthorized alterations.

• Relates to normal wear and tear or manufacturing variations within our stated tolerances.

• Does not otherwise comply with this policy.

15. Fraud Prevention

To protect our customers and business, all claims may be subject to review and verification.

Knitroot reserves the right to refuse refunds, replacements, exchanges, future orders, or services where there is reasonable evidence of fraudulent, abusive, or repeated misuse of our policies, subject to applicable law.

16. Contact Us

For questions or concerns regarding your order, please contact our Customer Support team through the Contact Us page on www.knitroot.com.

When contacting us, please include:

• Order number.

• Registered email address.

• A description of the issue.

• Supporting photographs.

• Mandatory unboxing video, where applicable.

Providing complete information and supporting evidence helps us review and resolve your request as quickly as possible.

Note: Nothing in this policy is intended to limit, exclude, or waive any rights or remedies that cannot legally be limited, excluded, or waived under applicable consumer-protection or other applicable laws.