Thank you for shopping with us.
All our items are unique and made to order once purchased.
As a result, cancellations and refunds are only allowed within a short period, before the item enters production.
Order cancellations are possible only within 2 hours of placing the order. After this time, cancellation is no longer possible. Upon receiving the cancellation request, a refund will be issued to the customer within a maximum of fourteen (14) days. After this period, no returns, refunds, or exchanges will be accepted, regardless of the reason.
In the event that our company makes an error in preparing your order or in the case of activating the legal or conventional guarantee, only the price of the returned product(s) and the initial shipping costs will be refunded. This refund will be processed as soon as possible and no later than 14 days from the date of receipt of the returned products by our company. The refund will be made using the same payment method originally used by the customer at the time of purchase. No cash-on-delivery returns will be accepted for any reason.
Returned products that are incomplete, damaged, stained, or soiled by the customer will not be accepted.
Furthermore, any product that has been damaged or whose original packaging has been deteriorated beyond simple opening will not be refunded.
The right to withdraw, as per the provisions of the Consumer Code, does not apply when the product has been customised according to the customer’s specifications.
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] within our warranty policy. If you believe you have received a defective, damaged, or incorrect item, please contact us for further evaluation.
Before returning any product, the customer must have their invoice or delivery note and contact our customer service by email at the following address: [email protected], where they will be given instructions on how to proceed for a quicker processing of their case.
Refund Method
In the case of a refund, we will refund you through the bank account used during the order. In case of refund failure, we may ask for an alternative refund method.
Our refund methods include:
- Bank transfer to the initially debited account
- In rare cases, bank transfer to another account provided by the customer
Dispute
A dispute is a disagreement or disagreement between two or more parties (individuals, businesses, organizations, etc.) concerning claimed rights, obligations, or interests.
Dispute Resolution
– Pre-complaint: Before taking any action, it is strongly recommended that the user contacts customer service to amicably resolve any disputes.
– Mediation: If an amicable resolution is not reached after contact with customer service, in accordance with UK consumer protection law and applicable regulations, the user has the option of using the free mediation services made available by Katana Sword.
– Applicable Law: These general conditions of reimbursement are governed by American law.
Dispute Mediator
In case you open a dispute, the mediator for it will be the platform through which you placed the order.
– If it is an order made through PayPal, PayPal will act as the dispute mediator.
– If it is an order placed by credit card directly, the Stripe platform, or shopify payment will act as the dispute mediator.
Role of the Dispute Mediator:
- Neutrality: The mediator will not take sides. They are there to facilitate communication between the two parties (you and us).
- Confidentiality: Everything said during the dispute resolution will remain confidential. This confidentiality encourages both parties to remain honest and open to discussion and dispute resolution.
- Facilitation: The mediator asks questions and may propose methods or techniques to help the parties see things from a new perspective. They are primarily there to facilitate discussion and move it forward.
- Reduced Formalities: Unlike a judicial process, mediation is less formal, faster, and less costly.
In Case of Non-Resolution of the Dispute
If the parties fail to resolve the dispute through mediation, the disputes will then be brought before the competent courts according to common law jurisdiction rules.