Introduction
This refund and return policy applies to all purchases made via www.knottywallrack.com. We operate strictly under a Direct-to-Consumer (DTC) model and maintain full control over our internal logistics. This policy outlines the circumstances under which customers may request a return, exchange, or refund for our wooden wall-mounted rack products.
Order Processing and Delivery
To ensure complete transparency in transactions between payment processors and customers, our direct fulfillment standards are as follows:
Orders are processed in-house within 1–3 business days following successful payment confirmation via Stripe.
Once shipped directly from our German facility, most orders arrive within approximately 3–7 business days.
Shipments are handled by reputable, premium carriers, including DHL, FedEx, UPS Priority, or similar verified courier services.
Comprehensive tracking notifications are automatically synchronized and sent to the customer’s registered email address at key operational stages (order dispatch, carrier processing, local delivery activity, and final completion).
Delayed or Lost Orders
If a shipment exceeds the estimated standard delivery time, we advise customers to contact our customer service team immediately. We will proactively initiate a formal tracking investigation with the relevant logistics carrier. Following a transparent review of the carrier’s official findings, we will proactively offer solutions to avoid payment disputes, such as:
Expedited shipment of a replacement order from our existing inventory; or
A full refund.
Right of Withdrawal (EU Statutory Compliance)
In accordance with the EU Consumer Rights Directive, consumers residing in applicable jurisdictions are entitled to a statutory right of withdrawal. You may withdraw from your purchase within 14 days of receiving the goods without providing a reason.
To formally exercise this right, customers must notify our support team via email before the 14-day period expires. Your withdrawal notice should include:
Name and registered account email address
Order reference number
A clear statement of your intent to cancel the purchase.
Return Conditions:
To qualify for a return, items must be returned in substantially the same condition as received, including all original components, hardware, and packaging. Customers are expected to handle the items with care from the time of receipt until they are safely returned to our warehouse. Nothing in this policy limits or alters any mandatory statutory rights under applicable consumer protection laws.
Centralized Return Address:
To strictly maintain brand standards and quality control, all authorized returns—regardless of the customer’s location—are processed directly at our centralized corporate warehouse. Please ensure the item is securely packaged and shipped to our registered address:
Römeräcker 9 Raum G 106, 76351, Linkenheim-Hochstetten
Note: We strongly recommend contacting customer service before initiating a return so we can provide accurate return instructions and carrier details.
Damaged, Defective, or Incorrect Items
If your premium wooden shelving unit arrives damaged, defective, or does not match your order, please contact our support team via email as soon as possible after delivery. To streamline our verification process and avoid unnecessary return complications, please provide the following information:
Your official order number
A brief description of the structural defect or damage
Clear photos documenting the condition of the product and its outer packaging.
Once we have internally reviewed and verified the submitted evidence, we will immediately provide a remedy, such as a free replacement or a full refund. For verified damaged or defective items, returning the product to Germany is usually not required, unless a further structural safety assessment is necessary.
Refund Processing and Financial Transparency:
Once a refund request is formally approved, funds will be returned directly via our Stripe payment gateway to the original payment method used at checkout.
No hidden restocking fees or administrative penalties apply; refunds can be issued to:
Visa, Mastercard, American Express
Apple Pay, Google Pay
Local digital wallets used during the transaction.
We will initiate the approved refund process within 2–5 business days. The actual time it takes for funds to appear in your account depends entirely on your bank, card issuer, or digital wallet provider. Compliance, Verification, and Validity
To maintain operational integrity and prevent fraudulent use of our payment systems, refund or return requests may be delayed or held for further review under the following circumstances:
The request falls well outside the statutory consumer protection period and our published 14-day withdrawal period.
The returned item has been substantially modified, altered, or damaged after delivery.
The provided transaction records lack sufficient detail to locate the order. In such cases, our customer support team will proactively work with the buyer to securely verify order details rather than simply rejecting the request.
Contact Information:
For any inquiries regarding refunds, returns, exchanges, or order compliance, please contact our customer service department directly:
Address: Römeräcker 9 Raum G 106, 76351, Linkenheim-Hochstetten
Phone: +49 7247 3981253
Email: wooden@knottywallrack.com
Customers may submit written inquiries at any time. All formal correspondence will be systematically reviewed and logged, with a response provided within 24 hours.