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 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.
To initiate a return or exchange, please contact us at support@senkenknives.com with your order number to obtain a Return Merchandise Authorization (RMA). 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. Customers are responsible for shipping back returns on their own, and may use any shipping carrier of their choosing. Please note that you will bear the risk of loss for lost or damaged shipments, and therefore we strongly recommend that you fully insure your return shipment against loss and damage, and that you use a carrier that can provide you with proof of delivery.
Once we receive your return, please allow up to 7 business days for the return to be inspected and processed. Refunds are credited back to the payment method used when placing the order. Please note that shipping costs are non-refundable. To cover the operational costs associated with returns, a 15% restocking fee is applied to refunds issued to the original payment method. This fee is waived for exchanges or store credit returns.
For returns and exchanges that are sent back opened, used, 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. Opened, used, 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 days of the 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 after it is delivered.
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 days after shipment
- Orders sent to all other countries: typically around 45 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 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.