Returns and Refunds
We do not offer refunds for change of mind, but happily offer an exchange within 7 days of the knife being received. Any longer than 7 days and unfortunately we cannot offer you a refund or exchange. However if you have a warranty/defect concern, please get in touch via firstname.lastname@example.org and we will make sure the matter is dealt with quickly and efficiently.
Please note that some of our knives require special care and maintenance, especially any high-carbon knives that are not stainless. While we do our absolute best to ensure you are aware of the care required for these knives (product descriptions prior to purchase, care instructions provided with every purchase), we are not responsible for any damage occurring to your knife due to failure to adhere to these care instructions.
*Due to some recent cases and miscommunications in this area, Phoenix Knives WILL NOT, under any circumstances offer refunds for carbon steel knives that have a patina or have developed rust.*
Upon receiving each knife, we carefully inspect and quality check to ensure it meets our high standards. Please get in touch if an item has been damaged during shipping.
Processing your order usually takes 1 business day after the order has been placed on our website. If you would like to cancel your order, please contact us via email@example.com we can arrange this for you.
If for whatever reason you wish to cancel your order after it has been shipped, you must return the item to us and we will return the full cost of the item to you, minus shipping fees.
Once we have received your refund item(s), please give us 1-2 business days to confirm and inspect the item(s) and either approve or reject your claim.
If approved, we will arrange a credit to your original method of payment.
Shipping of returns
It is best for you to get in touch with us at firstname.lastname@example.org in order to arrange the return of any items. We will liaise with you to arrange a pickup time and location, usually via DHL. We will provide the return shipping address to you in this instance.
Shipping costs are non-refundable unless the items are warranty claims or damaged by the freight company. We will deduct the cost of shipping from the cost of the items.