Refund policy
Thank you for choosing Takumi Cleavers! We highly value your satisfaction and are committed to delivering top-quality products and services to our customers in New Zealand and Australia. This refund policy provides essential details regarding refunds, returns, and associated conditions, including specific considerations for sale items.
CANCELLATION POLICY
Once your order has been placed, you have a 24-hour window to modify or cancel it. Please note that any incorrect address provided is the customer's responsibility, and if the address becomes unreachable by you, the parcel will be considered lost, and a refund WILL NOT be issued.
If you wish to cancel your order for a full refund, this can only be done within the initial 24-hour period. After this period, you will need to wait until you receive the product and follow our return process for a full refund.
Please be aware that custom engraved cleavers cannot be refunded or canceled after 24 hours of purchase.
Refund Eligibility
To qualify for a refund, the item must be unused and in its original packaging. Custom-engraved cleavers are not eligible for refunds.
Returns and Exchanges
We are committed to ensuring your complete satisfaction with your purchase. If you have any concerns about the quality or condition of your order, please reach out to our customer support team within 7 days of receiving your package. We will work with you to address and resolve any issues or concerns promptly.
Damaged or Defective Items
In the event that you receive a damaged or defective item, please notify us within 3 days of your item being marked delivered by the shipping agent. Please email us with the following:
- Photos of your Damaged Item
- The Box
- Your Order Number
We may request supporting evidence, such as photographs or a detailed description of the issue, to process your claim. After reviewing the provided information, we will determine the appropriate course of action, which may involve providing a replacement, refund or store credit. This option is up to the customer depending on how they'd like to proceed.
Return Procedure
If you need to initiate a return or exchange, please follow these steps:
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Contact our customer support team via email at hello@takumicleavers.com to inform us of your intention to return or exchange an item.
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Our customer support team will guide you through the return process, providing necessary instructions and any applicable return shipping labels.
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Ensure that the item is securely packaged in its original packaging, including all accessories and documentation. For your security, we recommend using a traceable shipping method when returning the item.
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Upon receiving the returned item, we will inspect it to ensure that it meets the required conditions for return or exchange. If the item qualifies, we will proceed with the agreed-upon resolution as discussed during our communication.
Shipping Fees
Please note that shipping fees, including return shipping costs, are non-refundable unless the return is due to our error or a defective item. In such cases, we will cover the return shipping expenses. If you opt for an exchange, you may be responsible for any price differences and additional shipping costs associated with the exchange.
Contact Us
For any questions or concerns regarding our refund policy or if you require further assistance, please do not hesitate to contact our customer support team. You can reach us via email at hello@takumicleavers.com, and we will respond to your inquiries promptly.
Please be aware that this refund policy is subject to change without prior notice. We recommend periodically reviewing it to stay informed about any updates or modifications.
We deeply appreciate your support and trust in Takumi Cleavers.
Sincerely, Takumi Cleavers