Knot New is committed to creating a safe, trusted marketplace for buying and selling pre-loved wedding items. While we work hard to protect our community, the following terms apply to all transactions made through the Knot New app.
All payments must be processed through the Knot New app.
Knot New cannot offer protection for any payments made outside the platform.
Payments are only released to the seller once the buyer confirms receipt and satisfaction of the item.
Buyer Protection applies when:
The item does not arrive
The item is significantly not as described
The item arrives damaged due to poor packaging
The wrong item is delivered
In these cases, buyers may be eligible for a refund or return following a review by Knot New Support.
Buyer Protection does not apply to:
Change of mind or personal preference
Minor wear consistent with pre-loved items that was clearly disclosed
Items purchased outside the Knot New app
Incorrect delivery details supplied by the buyer
Delays caused by couriers, strikes, weather or third-party service providers
Items marked as final sale by the seller
All issues must be reported within 48 hours of delivery through the order page in the app.
Claims submitted outside of this period may not be eligible for Buyer Protection.
Knot New acts as a neutral facilitator in resolving disputes.
We may request photos, courier documentation and communication records to assist with investigations.
Our decision is final and based on fairness, platform rules and available evidence.
By using Knot New, you acknowledge that Knot New does not manufacture, own or inspect the items sold on the platform and cannot guarantee individual seller behaviour or item condition.
Knot New provides the platform, payment protection and dispute resolution framework — but responsibility for listings and delivery remains with individual sellers.