Refund Policy

We want you to live with your piece for a few weeks before deciding. If it’s not right, write to hello@ketelier.com within 30 days of delivery.

30-day returns

• Un-customised pieces only, in original condition and original packaging.
• You pay return shipping (roughly $14–22 from the continental US). There is no restocking fee.
• Once we receive and inspect the piece, we refund to your original payment method.

Made-to-order and custom pieces

Pieces customised in size, colour, or design — and one-of-one Heirloom pieces — are non-returnable, except in the case of a verified manufacturing defect. If a piece is defective, we will repair, replace, or refund it — your call.

Lifetime craft warranty

We stand behind our knots. The warranty covers knot integrity and hardware failure under normal indoor use, for the life of the piece. It does not cover pet damage, child damage, or fading from more than six hours of direct daily sun — but we will always offer a repair quote.

Damaged in transit

If your piece arrives damaged, photograph the packaging and the piece within 48 hours and email us. See the recovery steps — we will make it right and handle the carrier claim ourselves.

Future EU orders

We currently ship within the United States only. When EU routes open later in 2026, EU customers will also have the statutory 14-day cooling-off right.

This policy is a working draft pending final legal review before public launch.