Returns & Exchanges
We hope that you will love your new Senken knives and accessories as much as we loved making them, and your complete satisfaction is always our number one priority. If you have any questions or concerns about your purchase, we would be more than happy to help!
Changed your mind about your purchase? Don't worry, we understand - we offer a simple 30-day return policy on just about every product we offer. The process is straightforward and we are here to help with any questions that you have along the way.
Simply contact us at support@senkenknives.com with your order number and our Customer Care team will guide you through the return or exchange process. Important: you must reach out to obtain a Return Merchandise Authorization (RMA) number before returning or exchanging an item. The RMA serves as a reference that allows for tracking and accountability throughout the return or exchange process. Without this, we may not successfully receive and be able to process your return.
When returning or exchanging your item, please ensure that it is in the original packaging and in brand new and unopened condition. You may re-use the original shipping box and packaging materials to ensure it arrives back safely. For domestic (USA) orders, we will provide you with a prepaid return label for your convenience.
Once we receive and inspect your return, refunds are credited back to the payment method used when placing the order, typically within 2 business days of receiving the return, but depending on your bank this may take up to 7 business days, less any applicable shipping and payment processing fees. Both outgoing and return shipping fees are non-refundable, and will be assessed based on actual shipping charges from the shipping carrier.
For returns and exchanges that are sent back used, opened, damaged, with missing items, after the return period, or when the wrong item is shipped back: if there is a problem with your returned items, we will reach out and notify you. Used, opened, or incomplete item sets that are returned cannot be resold, so in most cases we will not be able to accept a return, or your refund amount may be reduced by any applicable loss of value at our discretion. Returns must be scanned in by a shipping carrier within 30 days of the original delivery date of the order to be within the return period.
Exceptions to our Online Return Policy
The following items do not qualify for returns or exchanges:
- Custom orders (invoices paid that are marked "Custom Order")
- Items with customization or personalization
- Wholesale orders and other types of orders that are marked Final Sale
- Purchase Protection Plans
- Gift Cards
Retail Store Returns
If you purchased one of our products at a retail store location, returns are governed by the retail store where it was purchased from. As we do not have your purchase information, you will need to contact or visit the retail store to return your items. All retail stores we sell in do have a return or exchange period; please contact the retail store location for specific details.
Damaged or Incorrect Order
Please open and inspect your order upon receipt and contact us right away if there is a problem. Please include your order number. For damaged items, in order for our transit insurance to be usable, you must let us know within 3 calendar days of delivery date of the item that there are defects or damage to the items you purchased. We will be unable to process damage claims after this time frame. Our policy for damaged and defective items is to send a replacement - once we have verified the issue, we will send you a replacement item right away.
Order Cancellations
All of our orders are processed and fulfilled by our warehouse within 24 hours and often times much quicker than that. For this reason, we cannot accept order cancellations once your order has been placed. However, you can always return your item for a refund.
Order Not Received
While the vast majority of packages arrive without any issue, sometimes package couriers make mistakes. We are pleased to offer insurance on all packages that we ship out to our customers.
A package is considered lost in transit if it is not marked as delivered by the shipping courier on the order's tracking information after a certain amount of time has passed, depending on your location:
- Orders sent to the USA (all 50 States): 20 Calendar Days after shipment
- Orders sent to all other countries: typically around 45 Calendar Days (varies by country)
Once the above thresholds of time have elapsed, we will work with you to put in an insurance claim for your order and ship you out a new order to you with expedited shipping. Please note that we cannot speed up this process or replace orders until the requisite amount of time has passed.
If your order was marked as delivered but you have not received the package, please reach out to our support team as soon as possible. Importantly, insurance claims on packages that were marked delivered but that were not actually received must be submitted within 7 Calendar Days of the date of delivery indicated by the tracking information. Our included insurance will no longer be usable after this time frame.
Our team will assist you with locating the package, and if the package is indeed found to be lost or delivered to the incorrect location, we will work with you to submit an insurance claim and have a replacement item sent out as soon as possible. We may ask you to file a missing mail claim or police report depending on the circumstances - in cases where this is required for the investigation, you will need to file these reports in order to assist us with the investigation and receive a replacement order if necessary. Please note that per regulations, in such cases we will only be able to offer a full replacement item(s) and not a monetary refund.