Return & Refund Policy - Handmade Knives & Rattan

Return & Refund Policy

At Iron and Hammer, we take pride in the quality of our handmade chef knives and Vietnamese rattan cane webbing. Your satisfaction is our priority, and we want you to be completely happy with your purchase.

Our Commitment to Quality

Every hand-forged knife (Gyuto, Santoku, Nakiri, Serbian, Kiritsuke, Petty) and every roll of rattan webbing is carefully inspected before shipping to ensure it meets our high standards. However, if you're not satisfied, we're here to help.

Return Policy

Eligibility for Returns

You may return your handmade chef knife or rattan cane webbing within 30 days of delivery if:

✅ The item is unused and in original condition
✅ Original packaging is intact
✅ All accessories (sheaths, care instructions) are included
✅ The knife has not been sharpened, modified, or used for cutting
✅ Rattan webbing has not been cut, soaked, or installed

Non-Returnable Items

Due to the handmade and custom nature of our products, the following cannot be returned:

❌ Custom or personalized knives made to your specifications
❌ Used knives that show signs of cutting, sharpening, or wear
❌ Cut rattan webbing (once cut to size, it cannot be resold)
❌ Items damaged due to improper use or care
❌ Sale or clearance items marked as final sale

How to Initiate a Return

To return your Japanese-style chef knife or rattan product:

Contact us within 30 days of receiving your order
Provide your order number and reason for return
Wait for return authorization - we'll send you return instructions and address
Pack the item securely in original packaging
Ship the item back using a trackable shipping method

Important: Do not ship items back without contacting us first. Unauthorized returns may not be accepted.

Return Shipping Costs

Customer Responsibility

If you're returning due to change of mind or ordering error, you are responsible for return shipping costs
We recommend using a trackable shipping service with insurance for valuable handmade knives

Our Responsibility

If the item is defective, damaged during shipping, or incorrect item sent, we will cover return shipping costs
We'll provide a prepaid return label or reimburse your shipping costs

Refund Policy

Refund Processing Time

Once we receive and inspect your returned chef knife or rattan webbing:

Inspection: 2-3 business days after receiving the return
Refund Issued: Within 5-7 business days after approval
Credit to Account: 5-10 business days depending on your payment method

Refund Method

Refunds are issued to the original payment method used for purchase
Credit card refunds may take 5-10 business days to appear on your statement
PayPal refunds are typically processed within 24-48 hours

Partial Refunds

In some cases, partial refunds may be granted:

Items returned after 30 days (at our discretion)
Items not in original condition or with missing accessories
Rattan webbing with minor damage that doesn't affect usability

Exchanges

Product Exchanges

We accept exchanges for:

Different knife model - Exchange your Gyuto for a Santoku, for example
Different rattan size or type - Swap hexagon weave for radio weave, or change width
Defective items - We'll send a replacement immediately

To request an exchange:

Contact us with your order number and exchange request
Return the original item following our return process
We'll ship the replacement once we receive the return

Exchange Shipping

For defective items: We cover all shipping costs
For preference changes: Customer pays return shipping; we cover shipping for the new item

Damaged or Defective Items

Report Immediately

If your hand-forged knife or rattan cane webbing arrives damaged or defective:

Contact us within 48 hours of delivery
Provide photos showing the damage or defect
Include order number and description of the issue

Our Resolution

For damaged or defective items, we offer:

✅ Full refund including original shipping costs
✅ Free replacement shipped at no charge
✅ Partial refund if you wish to keep the item with minor defects

Wrong Item Received

If we sent you the wrong chef knife model or rattan webbing size:

Contact us immediately with photos of the item received
We'll arrange for pickup or provide a prepaid return label
We'll ship the correct item at no additional cost
You may receive the correct item before returning the wrong one

Quality Guarantee

Handmade Chef Knives

Our 52100 carbon steel knives, Aogami #2 Blue Steel knives, and stainless steel knives are built to last a lifetime with proper care. If you experience any manufacturing defects within the first year:

Contact us with details and photos
We'll repair or replace the knife at no charge
This does not cover damage from misuse, improper care, or normal wear

Rattan Cane Webbing

Our handwoven rattan is carefully inspected for quality. If you receive rattan with significant defects (broken strands, inconsistent weave, mold):

Report within 7 days of delivery
Provide photos of the defect
We'll send a replacement or issue a full refund

Care-Related Issues

Important: Returns or refunds are not available for issues caused by improper care:

Chef Knives

Rust on carbon steel knives due to not drying after use
Chips or damage from cutting bones, frozen foods, or hard materials
Handle damage from dishwasher use or prolonged water exposure

Rattan Webbing

Mold growth due to storage in humid conditions
Warping or damage from improper installation
Color changes from sun exposure or chemical contact

Please follow our care instructions to ensure your products last for years.

Cancellations

Before Shipping

Contact us as soon as possible to cancel your order
If the item hasn't shipped, we'll cancel and issue a full refund
For made-to-order knives already in production, cancellation may not be possible