Return Policy

Effective date: 28 July 2026
Last updated: 28 July 2026

Knot’s Perfect Fit Guarantee is designed to provide a fair process for resolving eligible fit, quality, damage, and order-accuracy issues for Knot made-to-measure garments.

This policy applies unless a product page or order confirmation states different terms for a third-party seller or product. It does not limit mandatory consumer rights that apply under applicable law.

1. Guarantee period

Please report an eligible issue within 14 days after delivery.

You may contact us after this period, and we will review your request where appropriate, but claims submitted after 14 days may be more difficult to assess and may not qualify for a remedy under this Guarantee.

2. Eligible issues

The Perfect Fit Guarantee may apply where:

• The garment has a material fit issue;

• The product materially differs from the confirmed order;

• The garment has a material manufacturing defect;

• The garment was damaged in production or shipping;

• You received the incorrect item;

• The issue is attributable to Knot’s scan process, pattern generation, or manufacturing; or

• Another material non-conformity has occurred.

You do not need to provide evidence merely to open a claim. However, we may request reasonable information to assess the claim fairly.

3. How to make a claim

To submit a claim, contact hello@knot.fashion and provide:

• Your order number;

• A description of the issue;

• Photographs of the garment, where relevant;

• Photographs of the garment being worn, where relevant;

• A new body scan or other sizing information, where reasonably needed;

• Confirmation that scanning instructions were followed; and/or

• Any other reasonably necessary information.

We may ask you to return the garment for inspection before deciding on the appropriate remedy.

4. Our remedy process

After reviewing an eligible claim, Knot may offer one or more of the following remedies:

1. A no-cost alteration;

2. A remake or reproduction of the garment;

3. A replacement;

4. A refund; or

5. Another reasonable solution appropriate to the circumstances.

We will determine the most appropriate remedy based on the nature of the issue, the feasibility of correction, and applicable law.

A refund will generally be available where:

• The product materially differs from the confirmed order;

• There is a material defect, damage attributable to production or shipping, or manufacturing error;

• The issue is attributable to Knot’s scan process, pattern generation, or manufacturing;

• An alteration or remake is not reasonable; or

• An alteration, remake, or replacement does not resolve a material fit issue.

5. Situations we may consider when assessing a claim

We assess claims fairly and individually. The following circumstances may affect eligibility, but do not automatically result in denial:

• Required scanning instructions were not followed, including instructions relating to tight-fitting clothing, pose, lighting, camera placement, or device use;

• The scan was incomplete, unreliable, manipulated, or invalid;

• You provided inaccurate garment selections, sizing preferences, account information, or delivery details;

• There was a material body-size change after the scan;

• The garment was worn beyond reasonable try-on, washed, damaged, resold, or altered by a third party;

• The claim was submitted after the applicable reporting period; or

• The request is solely a change-of-mind request and the personalized garment conforms to the confirmed order and applicable fit standard.

We will continue to comply with non-waivable consumer rights that apply to you.

6. Returns and inspection

If we ask you to return a garment:

• We will provide return instructions and, where applicable, a return authorization.

• Please do not send an item back without following our instructions.

• You should return the item in the condition reasonably required for inspection, with relevant packaging where available.

• We may require photographs or other information before authorizing a return.

For approved fit, defect, damage, incorrect-order, or material non-conformity claims, Knot will explain whether it will provide a prepaid return label or reimburse reasonable return-shipping costs.

For international returns, customs documentation and charges may apply. We will provide instructions where possible. Any responsibility for customs duties, taxes, or related charges will be determined based on the circumstances, the destination, and applicable law.

7. Refunds

Where a refund is approved:

• Refunds will generally be issued to the original payment method.

• We will process the refund within 14 business days after approval or, where a return is required, after receiving and inspecting the returned item.

• Your payment provider or bank may take additional time to make the funds available.

• Where permitted by law, we may deduct reasonable amounts for value lost because of handling beyond what is reasonably necessary to inspect the garment, provided that this does not apply to an eligible defect, incorrect-order, damage, or material non-conformity claim.

8. Change-of-mind requests

Made-to-measure garments are personalized. Once an order has entered production, change-of-mind cancellation or return requests may not be accepted, except where required by applicable law.

This section does not restrict your ability to submit a legitimate fit, defect, damage, incorrect-order, or material non-conformity claim under this Guarantee.

9. Third-party products

If you purchase a product sold by a third-party seller through the Platform, the applicable product page and order confirmation will identify the seller and the party responsible for returns, refunds, defects, customer support, and any fit guarantee.

10. Contact

To make a Perfect Fit Guarantee claim or ask a question, contact:

Knot Fashion K.K.
Shibuya Bridge B-5, 1-29-3 Higashi, Shibuya City, Tokyo, Japan 150-0011
Email: hello@knot.fashion