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When you can cancel an order, what happens to a cash on delivery advance, and how made-to-order and wholesale orders differ.
Draft of
Draft for review by Persian Knots' lawyer. Terms marked [[CLIENT TO CONFIRM]] are working assumptions until Persian Knots confirms them.
This policy explains how to cancel an order placed on Persian Knots and what you get back. It forms part of our terms of sale. Once a rug has been dispatched it can no longer be cancelled; the returns policy applies instead.
You can cancel an order at any time before it is dispatched [[CLIENT TO CONFIRM]].
We confirm every cancellation by email. Cancelling does not affect your right to place a new order for the same rug, subject to stock.
Everything you paid for a cancelled order, including the delivery charge, goes back to the original payment method in full: the card, UPI account or bank account you paid from. We issue the refund within 5 to 7 business days [[CLIENT TO CONFIRM]]; your bank may take a few more days to show it. See the payments policy for how refunds are made.
For a cash on delivery order, the 25% advance you paid online is refunded in full when you cancel before dispatch.
Refusing the rug at the door is not a cancellation. If the courier delivers it and you do not accept it, we refund the advance less the actual cost of shipping the rug to you and back [[CLIENT TO CONFIRM]]. The payments policy and the returns policy set this out in full, and checkout asks you to confirm it before you place a cash on delivery order.
When your order ships, we email you the courier's name and tracking number, and from then it can no longer be cancelled. You can still:
A rug made in a custom size, colour or design is woven or cut for you, so it cannot be resold. You can cancel it, with a full refund, until production begins: the earlier of 48 hours after we confirm the order and the day we tell you weaving or dyeing has started [[CLIENT TO CONFIRM]]. After that we cannot cancel it, and what you paid is not refunded, except where we cannot deliver what was agreed. The details, including approval steps for custom colours, are in the custom and wholesale orders policy.
Wholesale orders are governed by the written quotation we send you, which sets out any deposit, the point after which production cannot be stopped, and what is refundable [[CLIENT TO CONFIRM]]. Until you accept a quotation, you can withdraw your enquiry at no cost.
We may cancel an order, and refund you in full, if:
We tell you as soon as we know, and refund what you paid within the same 5 to 7 business days [[CLIENT TO CONFIRM]].
Contact us with your order number. We reply within one business day, Monday to Saturday.