Refund policy

Return and Refund Policy

We hope you love your Gentle Knot purchase. If you are not completely satisfied, you may request a return within 14 days of receiving your order.

Return Eligibility

To be eligible for a return, your item must be unused, unopened, and in its original packaging, in the same condition that you received it.

To request a return, please contact us before sending your item back. Returns sent without prior approval may not be accepted.

Return Shipping

Customers are responsible for return shipping costs unless the item received is damaged, defective, or incorrect. Original shipping charges are non-refundable.

Damaged or Incorrect Items

Please inspect your order when it arrives. If your item is damaged, defective, or you receive the wrong item, please contact us as soon as possible so we can make it right.

Non-returnable Items

Customised or personalised products cannot be returned unless they arrive damaged or defective.

For hygiene and quality reasons, embroidery kits that have been opened or used cannot be returned.

Refunds

Once we receive and inspect your return, we will let you know whether your refund has been approved. If approved, the refund will be issued to your original payment method.

Please allow some time for your bank or payment provider to process the refund.

Australian Consumer Law

Nothing in this policy excludes or limits your rights under the Australian Consumer Law. You may be entitled to a repair, replacement, or refund where required by law.