REFUND POLICY

Refund and Return Policy

Refund Policy

Do We Accept Returns?

Yes, we accept returns for products with verified defects and for customer remorse. However, due to the customization process—including personalized engravings, names, or made-to-order specifications—we cannot accept returns or exchanges without valid reasons.

Our refund and return policy applies only to items received with quality issues, damage, or significant discrepancies from the product description. To assist with processing any return, replacement, or refund request, we may require clear photos, videos, or other supporting evidence for evaluation and diagnosis.

Quality Issue Reporting Timeframe (Important)

For signed-for and delivered items, any quality issues, defects, or damage must be reported to us within 7 days of delivery confirmation.

To initiate after-sales service, customers are required to provide:

  • Clear photos and/or videos showing the issue

  • The shipping label / waybill information (tracking number and label image)

Failure to report quality issues within 7 days of delivery, or failure to provide the required evidence, may result in the request being declined, as the item will be considered accepted in good condition upon receipt.

If your product does not have quality issues but you wish to return it due to customer remorse, please contact our customer service team in advance and provide a complete, uninterrupted video of the product to confirm it remains in resalable condition.

The product must be returned to our designated return location.

  • Return shipping costs are the responsibility of the customer

  • A 10% restocking fee applies

  • International shipping fees are non-refundable

Once we confirm the product meets all return conditions, the refund will be processed accordingly.

Please note that once an order has been shipped, we are unable to accept refund requests caused by customs clearance delays, courier delays, or logistics issues, as these are beyond our control.

Cancellation Policy

Please contact us within 6 hours of placing your order if you wish to cancel.

  • If production has not started, a full refund will be issued

  • If the product has already entered production but has not yet shipped, or if it has shipped but has not yet been received, a refund will be processed within 24 hours after the item is successfully recalled or returned

Cancellations requested after 6 hours may incur:

  • A 10% restocking fee

  • Packaging costs

  • Round-trip shipping fees (if applicable)

Return Policy

Eligibility

Return requests must be submitted within 30 days of delivery and meet one of the following conditions:

  • The product has verified quality defects, damage, or significant discrepancies from the description

For customer remorse returns, all of the following conditions must be met:

  • The item is new, unused, and unmodified

  • The item is returned in its original packaging with all accessories included

  • The return request is initiated within 30 days of purchase

  • A 10% restocking fee applies

Return Reasons and Fees

Customer Responsibility (Remorse Returns):
If a return request is made after 6 hours and the product is already in production or has been shipped, the customer is responsible for:

  • A 10% restocking fee

  • Packaging costs

  • Round-trip shipping fees

Defective or Quality-Related Returns:

  • Return shipping is free for verified quality issues reported within 7 days of delivery

  • Issues reported after 7 days but within 30 days may be reviewed on a case-by-case basis

Craftsmanship and Quality Guarantee

Please contact us immediately if you encounter craftsmanship or quality issues.
This guarantee does not cover damage caused by misuse, improper handling, or unauthorized modifications.

Minor variations in color, texture, or handmade details may occur. Remedies for description discrepancies or production errors are at our discretion.

Return Method

All return-related inquiries must be sent to service@coolkatana.com before returning any item.

Returned items must be shipped using a tracked shipping method.
Refunds, repairs, or replacements will be processed within 3–5 business days after the returned item is received and inspected.

Customs Seizure Policy

If an item is seized, held, or destroyed by customs due to local regulations or import restrictions, we are unable to process refunds or returns.

It is the customer’s responsibility to ensure the product complies with local customs and import regulations before placing an order. We strongly recommend reviewing applicable laws in advance.

Customs-related seizures fall outside the scope of our return and refund policy and are beyond our control.

Additional Information

  • Buyers may be asked to assist with basic testing or verification

  • We cover costs related to verified manufacturing errors

  • Shipping fees are non-refundable

  • We are not liable for damage caused by incorrect or improper use

If you have any questions, feel free to contact us. We typically respond within 1–2 business days.

Contact Us

For all return or after-sales inquiries, please email:
service@coolkatana.com

Applicable Regions

This policy applies to customers in:
Australia, Germany, Canada, the Netherlands, and the United States

For UK orders, please review our UK shipping guidelines and special after-sales instructions to ensure a smooth delivery experience.


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