Our approach
Every knife we make is built for one customer, so refunds need to be handled case by case rather than with a blanket rule. This page sets out what we will do when something goes wrong. It sits alongside your rights under the Consumer Guarantees Act 1993, which nothing here reduces.
Before we start work
If you cancel before the billet is welded or the blade is cut, we refund your deposit in full minus any payment provider fee. Send the cancellation to bladefoundry@gmail.com and we will confirm within two working days.
Once work has started
- Cancelling after the billet is welded or the blade is cut forfeits the deposit, because the steel has been committed to your order
- If we miss an agreed deadline by more than six weeks for reasons within our control, you may cancel and receive a full refund of everything paid to date
- If a material we promised becomes unavailable, we will offer a comparable substitute or a full refund of your deposit
Knives that arrive damaged or faulty
If a knife arrives with a defect in the steel, the heat treat or the handle fit, contact us within fourteen days with photographs. We will repair the knife, replace it, or refund what you paid, and you choose which option you prefer. Return shipping on a genuine fault is at our cost. Report courier damage within forty-eight hours of delivery so we can lodge a claim.
What is not covered
Refunds are not available for damage caused by cutting bone or frozen food, dishwasher use, leaving a carbon steel blade wet, rust from poor storage, or normal wear including the cosmetic lines that sharpening leaves. Custom engraving and personalised handles cannot be refunded on the grounds that you changed your mind, because they cannot be resold.
How to start a claim
Email bladefoundry@gmail.com with your order reference, a short description of the problem and clear photographs of the knife and the packaging. We reply within three working days and, where a physical inspection is needed, we will send you a prepaid return label. Approved refunds are paid back to your original payment method within ten working days.