Refund & Return Policy

Last Updated: 22/09/2024

At KnifeDepots.com, we want you to be completely satisfied with your purchase. This Refund and Return Policy outlines your rights and options for returning products and requesting refunds, in accordance with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

By purchasing from our store, you agree to the terms set out in this policy.

1. Your Right to Cancel and Return

Under UK law, you have the right to cancel your order for most products purchased online within 14 days of receiving your goods, without giving any reason. This is known as the cooling-off period.

  • The cancellation period will expire 14 days after you, or someone nominated by you, receives the goods.
  • If you cancel your order within this period, you are entitled to a full refund, including the original shipping costs, unless you opted for an express delivery method, in which case only standard shipping costs will be refunded.

2. Products That Cannot Be Returned

Certain items are exempt from the right to cancel and return, including:

  • Custom-made or personalized items, including knives that are made-to-order or customized to your specifications. This exemption applies if we have already started the manufacturing process based on your order.
  • Perishable goods, where applicable.

If your order includes any non-returnable items, we will inform you of this at the time of purchase.

3. Returning Your Item

If you wish to return an item, please contact us at support@knifedepots.com within the 14-day cooling-off period to notify us of your decision to return the goods.

  • Condition of Goods: Items must be returned unused, in their original packaging, and in the same condition in which you received them. You are responsible for ensuring that the product is packed securely for return.
  • Return Shipping: Unless the product is faulty or not as described, you are responsible for the cost of returning the item. We recommend using a tracked shipping method to ensure the item arrives safely.
  • Return Address: Items must be returned to 73 Lyndhurst Gardens, Barking IG11 9YA .

4. Faulty or Damaged Items

Under the Consumer Rights Act 2015, you are entitled to a refund, repair, or replacement if the item you receive is faulty, damaged, or not as described.

  • Faults and Defects: If the product is faulty or does not meet the description provided, you can request a refund, repair, or replacement within 30 days of receipt. After 30 days, we may offer a repair or replacement before issuing a refund.
  • Damage in Transit: If your item arrives damaged, please notify us within 48 hours of delivery and provide photographic evidence of the damage. We will arrange for a return and either offer a replacement or a full refund, including shipping costs.

5. Processing Your Refund

Once we receive your returned item and confirm that it meets the return conditions, we will process your refund.

  • Refund Method: Refunds will be issued to the original payment method used to place the order.
  • Refund Timeline: We aim to process refunds within 14 days of receiving the returned goods. In some cases, it may take longer for the funds to appear in your account, depending on your payment provider.
  • Partial Refunds: If the item has been used or damaged by you beyond what is necessary to inspect it, we may deduct a reasonable amount from your refund to cover the diminished value of the goods.

6. Exceptions to the Right to Cancel

In the following circumstances, your right to cancel and return may not apply:

  • Custom Orders: If your product is a custom or made-to-order item (e.g., personalized or specially manufactured knives), your right to cancel may be limited. Once production begins, cancellations are not allowed unless the product is faulty or not as described.
  • Late Cancellation Requests: If you attempt to cancel your order after the 14-day cooling-off period has expired, we may not accept your return unless the product is faulty.

7. How to Cancel Your Order

To cancel your order, you must notify us within the 14-day cooling-off period. You can do this by:

  • Email: Contacting us at support@knifedepots.com with your order number and details.

Upon receiving your cancellation request, we will provide instructions for returning the goods (if applicable).

8. Refunds for International Orders

If you are based outside the UK, you are also entitled to return the item and request a refund under UK consumer law. Please note:

  • You are responsible for return shipping costs.
  • Any customs duties, taxes, or other charges incurred during the return process are your responsibility and will not be refunded.

9. Responsibility for Returned Items

We are not responsible for any items lost or damaged during return shipping. For this reason, we recommend that you use a tracked and insured shipping method to return items.

10. Contact Information

If you have any questions or concerns about our Refund and Return Policy, please contact us at:

  • Email: support@knifedepots.com