© Katana Heaven

Rated 4,8/5

Refund and Cancellation Policy

Send all requests/questions by email to [email protected]

Returns

Our policy is 30 days, as per our warranty. If 30 days have passed since you received your package, we unfortunately cannot offer you a refund or exchange. Please note that it is normal for handmade items to sometimes have very minor defects. Alteration of the products will result in the termination of said warranty. If you have any doubts about your product, please contact us by email with pictures of your problem.

In order to return an item, you must provide proof of purchase, documentation that the item has not been used or is in the same condition as when received, and the reason for the return.

Cancellation before shipping

Cancellation requests must be made by contacting us via email or phone BEFORE the item is shipped. Please note that cancellations cannot always be guaranteed due to the speed of shipping.

Refunds (if applicable)

To be eligible for a refund, your return must be received by our warehouse and in unused condition. It will be subject to a return inspection for quality purposes. If the inspection is positive, the price of the item will be automatically refunded to your credit card or original payment method within a few business days.

Please note that delivery charges cannot be refunded in the event that the customer misses the delivery of his parcel and does not collect it from the carrier’s branch or dedicated relay point within the time limit imposed.

If the customer wishes to have the package returned to sender, a payment link will be sent by e-mail to pay for the return of the package.

Late or Missing Refunds (if applicable)

If you have not yet received your refund, first recheck your bank account.
Next, contact your credit card company or bank: it may take some time for your refund to be officially posted, depending on the processing times of your credit card company or bank.
Finally, if you have done all of the above and still have not received your refund after the 6th business day following the initial cancellation/refund notice sent via email, please contact us immediately at [email protected] or by phone. We will be happy to work with you if you have any questions regarding this process.

Sale Items (if applicable)

Only regular priced items can be refunded. Unfortunately, sale items cannot be refunded.

Exchanges or replacements (if applicable)
All exchanges and replacements must be requested by contacting [email protected] as part of our 30 day warranty policy. To be eligible for an exchange, your original item must be unused and in the condition in which it was received. If you believe you have received a defective, damaged or incorrect item, please contact us for further evaluation.

Customs

All parcels to Europe are NOT subject to customs duties.

In the event that a customer who has chosen EMS / UPS or SF EXPRESS as a delivery method is subject to customs clearance fees and he/she refuses or forgets to pay them, the package will be returned to sender and the reshipment will be billable to the customer.

If a customer wishes to cancel an order and receive a refund after refusing to pay customs clearance fees, a deduction of 40 euros (equivalent to delivery charges) will be withheld from the refund.

Customized katana, engraved katana

Customized products, once prepared in our workshops, cannot be reimbursed.

Gifts

If you wish to return an item that was purchased as a gift and shipped directly to you by another party, please contact us under our 30-day warranty policy for any return, exchange or store credit requests. We are unable to issue refunds to individuals with separate payment information.

If the item was not marked as a gift at the time of purchase, or if the gift giver had the order shipped to you as a gift themselves, the gift giver will need to contact us directly for any return, exchange or refund requests.

Gift cards are non-refundable and non-returnable.

Shipping

When returning your order, please send your return label to the address we will give you by mail. Please provide us with the tracking link for your return.

We recommend that you use the same courier service that you received your item with for faster processing of the return.

You will be responsible for paying your own shipping costs for the return of your item. Shipping charges are not refunded. If you receive a refund, it will include the price of the item(s) ordered.

Please refer to the “CUSTOMS” section of the shipping policy regarding customs seizures for information on refunds in this case.

Depending on where you live, the length of the return process may vary. For up-to-date information, watch for your return tracking link and contact us with any questions.

If you are shipping an item over $75, you should consider purchasing shipping insurance. We cannot guarantee that we will receive your returned item and in such situations, a claim must be filed with the carrier and forwarded to our team.

International shipping may be associated with increased courier charges. This is beyond our control. In this case, we are not able to intervene as these factors are beyond our control. Please contact your local customs office with any questions regarding these costs.

If you have any further questions, please contact us by email or phone. We will respond within 24 hours, or one business day.

Express Shipping

with EMS/UPS

Safe Shopping

30 days guarantee

Customer care

Available from monday to friday

Secured Payment

Paypal/MasterCard /Visa