Refund policy
RETURNS
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Our policy lasts for 90 days. If more than 90 days have passed since your purchase, please contact us in advance to try and find an amicable solution to the problem. You don't have to give a specific reason for this.
To be returned, your item must be unused and in the same condition as when you received it. It must also be in its original packaging.
For third party errors made by the customer in an order, if an exchange is requested, you, as the buyer, should contact us in advance to try and find an amicable solution to deal with the problem.
Certain types of products cannot be returned, such as personalised katanas. Similarly, we do not accept katanas whose parts have been engraved.
Other items not allowed for return:
- Gift cards
- Consumable products
- Customised products
To initiate a return, you can contact us at:
Email: contact@katana-us.com
Address: 9 Chemin Norbert Gibaud, Saint Mathieu De Tréviers, 34270
To avoid long waiting times and facilitate the exchange, we ask you to write return emails in the following format:
- Title: Order #0000 Return
- Order Email:
- Reason for return:
- Photo of received products:
Please provide as many details as possible about your order.
For any return-related questions, you can always contact us at the email address: contact@katana-us.com
Anglais :
If you have chosen the lifetime warranty option:
This lifetime warranty is only valid for customers who opted for this option at the time of purchase.
Warranty Conditions:
The katana must be new, aside from the mentioned issue, in its original box with all included accessories. The warranty does not cover katanas that have been used improperly, those that have undergone poor maintenance, improper cleaning, or accidental breakage. This warranty only protects against manufacturing defects. It does not include damage from use or wear.
Important: In the event of a return, please ensure these conditions are met to benefit from the warranty.
We highly recommend obtaining proof of postage and following our return procedure.
What is proof of postage?
The proof of postage can be the proof of deposit of the parcel, for example a photo of your order at your post office, the tracking number of your shipment, or other. We strongly recommend that you take a photo of your deposit ticket in case of loss.
If we ask you for proof of postage and you don't have it, we cannot refund you
Damage and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can assess the issue and remedy it.
Exchanges
The fastest way to ensure you get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we have received and inspected your return, and let you know if the refund has been approved or not. If approved, you will be automatically refunded via your original payment method. Please note that processing and sending the refund by your bank or credit card company may take some time. All refunds are processed within 30 to 90 days.
Refund Method
In the case of a refund, we will refund you through the bank account used during the order. If you used PayPal for your order, we will refund directly to your PayPal account. In case of refund failure, we may ask for an alternative refund method.
Our refund methods include:
- Bank transfer to the initially debited account
- PayPal 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 US consumer protection law and applicable regulations, the user has the option of using the free mediation services made available by Katana US.
- 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.
Last Update: 18/03/24