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Returns

What is your refund policy?

 

All purchases on our store come with a guaranteed 90-day full refund money-back from the date of purchase.

To be eligible for a return, your item must be unused and in the same condition that you received. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase which is to be sent to support@houseofknives.com.au. Please do not send your purchase back to the manufacturer. Your refund will be processed and a credit will automatically be applied to your credit card or original method of payment within a certain amount of days.

If your returned item is not in its original condition, you will not be eligible for a refund and will be required to cover the delivery fee of $8.95 to send it back to you.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. 

Next, contact your bank. There is often some processing time before a refund is posted. 

If you’ve done all of this and you still have not received your refund yet, please contact our customer support team at support@houseofknives.com.au.

Exchanges

House of Knives will replace any good/s that arrive at their destination faulty or damaged, provided a claim is made within 48 hours from the parcel being delivered and signed for. To confirm the damage we require photographic evidence. Once received, we will quickly assess and then arrange for a replacement to be sent out free of charge.

In some cases, we will not require the damaged item returned to us, however, we do request that you keep the damaged item until we can confirm that we do not require it to be returned. If we do require the damaged item to be returned, we will cover the cost of its return. Customers are not charged for returning a damaged item to us.

To notify us of the damage please email us at support@houseofknives.com.au and include any photos or information required.

Please note that if you do not advise us of anything that may be wrong with your order (including missing or damaged products) within 48 hours from its delivery, we are unable to assist you further under any circumstance.

Editing your order before despatch:

If you would like to simply change the item/s in your order before it has been despatched, please get in touch with our support team at support@houseofknives.com.au.

Change of mind

If you would simply like to exchange your item/s due to a change of mind, you will be required to cover postage fees to return your items, and then an additional $8.95 to send out your new replaced items (AUS only).

To notify us of any exchanges, please email us at support@houseofknives.com.au.

Shipping

To return your product, you should contact our customer support team at help@houseofknives.com.au.

You will be responsible for paying for your own shipping costs for returning your item. Depending on where you live, the time it may take for your exchanged product to reach you may vary. 

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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