Ready-to-order items
You may request a return within 14 days after the order is delivered. After we approve the request, the item must be shipped back within 14 additional days. The item must be unused, unworn, unwashed and in its original condition and packaging. Please include your order email or other proof of purchase.
How to request a return
Email mary@knotandpixels.com or contact us on WhatsApp +86 159 1534 9323 before sending anything back. Include your name, order details, the item you wish to return and the reason. We will reply with the return address and instructions. Returns sent without approval may not be accepted.
Damaged, defective or incorrect items
Inspect your order when it arrives. If an item is damaged, defective or different from what you ordered, contact us within 7 days of delivery and include clear photographs of the item and packaging. We will review the issue and, when confirmed, arrange an appropriate replacement or refund at no additional product cost to you.
Items that cannot be returned
Custom-made, personalized or made-to-order items cannot be returned for a change of mind after production has begun. Gift cards, digital products and items damaged through use, washing or improper care are also non-returnable. These exceptions do not limit a buyer's rights where an item is defective, damaged or incorrectly supplied.
Return shipping and charges
For a change-of-mind return, the buyer is responsible for return shipping and should use a trackable service. Original shipping charges, import duties and taxes are not refundable. If we confirm that the item was damaged, defective or incorrectly supplied, we will cover or reimburse reasonable return shipping according to the instructions we provide. We do not charge a restocking fee.
Refunds
We will inspect the return and notify you whether the refund is approved. Approved refunds are issued to the original payment method within 5 business days after inspection. Your bank or payment provider may need an additional 5–10 business days to post the credit. If a refund has not appeared after that period, contact us so we can help trace it.
Order changes and cancellations
Contact us as soon as possible if you need to change or cancel an order. We can cancel a ready-to-order purchase before dispatch. Custom or made-to-order work may not be cancellable after materials have been committed or production has begun; any applicable amount will be explained before the project proceeds.