1. Overview
Our Refund and Returns Policy is valid for 30 days from the completion of our service. If 30 days have passed since the service was rendered, we generally cannot offer you a full refund or exchange.
2. Eligibility for Returns/Refunds
A return or refund is only possible if the service rendered (e.g., the sharpening of a knife) shows a provable defect attributable to our work, or if the result does not meet our quality standards.
- Exclusions from Returns/Refunds:
- Knives that have been improperly used or stored by you after receiving our service.
- Knives that have been worked on by third parties after our service.
- Cases where the defect is not attributable to our service (e.g., material defects of the knife itself, pre-existing damage).
- Services for which you explicitly requested a deviation from standard processing or a non-standard treatment, and were informed of the potential risks.
3. Return and Complaint Process
To process your complaint, we require a receipt or proof of purchase for our service.
- Contact Us: Send us an email at [email protected] with a detailed description of the defect or problem. If possible, include photos or videos of the affected knife and the area of concern.
- Review: Upon receipt of your request, we will review it and contact you to discuss the next steps. We may ask you to return the knife to us for inspection.
- Approval or Rejection: We will inform you by email of the approval or rejection of your complaint. Approval depends on the objective assessment of the defect.
4. Refunds
If your complaint is approved, your refund will be processed. A credit will automatically be applied to your credit card or original method of payment within a certain number of days.
- Late or Missing Refunds:
- First, check your bank account again.
- Then, contact your credit card company; it may take some time before your refund is officially posted.
- Next, contact your bank. There’s often some processing time before a refund is posted.
- If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].
- Sale Items: Only regular-priced services may be refunded. Services provided at sale prices cannot be refunded.
5. Rework / Exchange (Replacement Service)
We only replace or rework services if they are demonstrably defective or damaged due to our work. If you need a rework, send us an email at [email protected] and send your item to: Haufländlistrasse 15, 8957 Spreitenbach/Aargau.
6. Shipping Returns / Reworks
To return your knife for inspection or rework, you should mail it to: [email protected]
- You will be responsible for paying your own shipping costs for returning the item, unless the defect was caused by us. Shipping costs are non-refundable.
- If you receive a refund, the cost of return shipping (if we have to cover it) will be deducted from your refund.
- Depending on where you live, the time it may take for your reworked or replaced item to reach you may vary.
- If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
7. Need Help?
Contact us at [email protected] or by phone at +41 78 258 87 17 for questions related to refunds and returns.