Return, and Refund Policy
Last updated: 12 August 2026
1. Overview
At Samra Knots, each item is handmade with care, and we hope you love your order. If something isn’t right, please contact us and we’ll be happy to help.
Nothing in this policy affects your statutory consumer rights.
2. Eligibility for Returns
For eligible online purchases, you may notify us that you wish to cancel and return your order within 14 days of receiving it.
After notifying us, you have a further 14 days to send the item back.
Returned items should be in their original condition. You may inspect an item as you reasonably would in a shop, but we may make an appropriate deduction from your refund if the item's value has been reduced through handling beyond what is necessary to inspect it.
Sale items: Sale items are eligible for returns under the same applicable statutory consumer rights as full-price items.
Custom or personalised items: Items made to your specifications or clearly personalised are not eligible for change-of-mind cancellation or return where the applicable law provides an exemption. This does not affect your rights if an item is faulty, damaged, incorrect or not as described.
3. How to Start a Return
To request a return, please email hello@samraknots.com and include:
- Your order number
- The item(s) you wish to return
- The reason for your return, if you wish to provide one
We will provide the return address and return instructions.
For change-of-mind returns, the customer is responsible for return postage costs. We recommend using a tracked postal service.
If your item is faulty, damaged, incorrect or not as described, please contact us before returning it so that we can arrange the appropriate solution.
4. Refunds
Once your return is received, or you provide evidence that it has been sent back where applicable, we will process your refund in accordance with applicable consumer law.
For eligible cancellations, your refund will include the price paid for the returned item and the cost of our standard delivery option. If you chose a more expensive delivery service, any additional amount paid above the standard delivery cost will not normally be refunded.
Refunds will be made to your original payment method. We aim to process approved refunds within 3–5 business days, and in all cases within any applicable statutory deadline. Your bank or payment provider may take additional time to show the refund in your account.
5. Exchanges
If you would prefer an exchange, please contact us at hello@samraknots.com within 14 days of receiving your order.
Exchanges are available for eligible items, subject to availability. Items should be returned in their original condition.
For change-of-mind exchanges, the customer is responsible for return postage costs.
If an exchange is required because an item is faulty, damaged, incorrect or not as described, please contact us so we can arrange the appropriate solution.
6. Damaged or Incorrect Items
If your item arrives faulty, damaged, incorrect or not as described, please contact us as soon as possible at hello@samraknots.com.
Please include:
- Your order number
- A description of the issue
- Clear photographs of the item and packaging, where appropriate
We will work with you to arrange an appropriate refund, replacement, repair or other remedy.
The time limits for change-of-mind returns in this policy do not limit your statutory rights relating to faulty, damaged or misdescribed goods.
7. International Returns
International customers may request a return of an eligible item within 14 days of delivery.
After notifying us, please return the item within a further 14 days.
For change-of-mind international returns, the customer is responsible for return postage costs. We strongly recommend using a tracked postal service.
Custom-made or personalised products may be excluded from change-of-mind returns where permitted by applicable law.
If an international order arrives faulty, damaged, incorrect or not as described, please contact us before returning it so we can arrange the appropriate solution.
Consumer rights vary between countries. Nothing in this policy is intended to restrict any mandatory consumer rights that apply to your purchase.
8. Contact
If you have any questions about returns, refunds or exchanges, please contact:
Samra Knots
Email: hello@samraknots.com
Based in the United Kingdom