Returns policy

Returns and refunds

You have 30 days from the day you receive your order to change your mind.

That is a commercial extension of the statutory cooling-off period, which is 14 days. You can use either one: whichever is more favourable to you applies.

Conditions

You are free to unbox the product and examine it as you would in a shop.

A knife that has been used, however, can no longer be resold. If the product comes back with signs of use (cutting, sharpening, washing, marks on the edge or the handle), we apply a deduction matching the loss of value, or decline the return if the product can no longer be sold.

The return must include:

• the product in its original packaging, presentation box included,
• every accessory it was delivered with,
• proof of purchase.

How to proceed

Email contact@shenkuro.com before sending anything back, quoting your order number and the reason for the return.

We reply within 48 working hours with a return number and the shipping address. A parcel sent back without prior agreement may be refused.

Return shipping costs

Returns are free: we provide a prepaid return label, whether you changed your mind or the product is faulty (France, Belgium, Luxembourg, Germany, Italy, Spain, Netherlands, United Kingdom).

Austria, Denmark and Switzerland: if you changed your mind, return shipping is at your expense and is not refunded. Use a tracked service: without proof of postage we cannot process a parcel that fails to reach us. For a faulty product, transit damage or a mistake on our side, we cover the costs.

Refund

Once the parcel is received and checked, the refund is issued within 14 days to the original payment method. You receive a confirmation email.

If nothing has appeared after 14 days, check with your bank first, then write to us.

Exchanges

We exchange a faulty or damaged product for the same item, free of charge. To switch to a different model, make a standard return and place a new order.

Parcel not delivered

If your order is not delivered within 30 calendar days of dispatch and the carrier provides no proof of delivery, you are refunded in full.

Your statutory rights

These 30 days come on top of your statutory rights (in the UK, the Consumer Rights Act 2015; in the EU, the two-year legal guarantee of conformity), detailed in our terms and conditions, and of our lifetime warranty against manufacturing defects.