Refund policy
As a consumer living in Europe, you have the right to cancel your order up to 14 days after receipt without giving a reason. You have another 14 days after cancellation to return your product. You will then be credited the full order amount excluding shipping costs. Any optional additional services, such as the KenJo Sure Service, will not be refunded once they have been fully or partially performed.The cost of return from your home to the online store is at your own expense. Please consult your carrier's website for exact rates. If you exercise your right of withdrawal, the product will be returned to us with all delivered accessories and - if reasonably possible - in its original condition and packaging. To exercise this right you must first contact us via the contact form or by email info@kenjosabers.com stating your order number. Send the package only after receiving the instructions shared by us and stating your order number (or as a reference on the shipping label and with a piece of paper in the box). If a return contains a different product than previously notified or confirmed by us, the return will be processed based on the actual product received. Any difference in value may be deducted from the refund. After approving your return request and sharing instructions, you have up to 14 days to actually ship the package (i.e., hand it in to the carrier, where tracking will start). Return shipping costs are the responsibility of the buyer. If it is sent later, the return falls outside the return period and may be refused. In that case, you will pay the shipping costs to receive the package back. If returned outside the deadline or if you refuse to pay shipping costs for return shipment, we will keep the product for a maximum of 30 days. After that the right to a refund expires and the ownership of the product expires. If only part of the order is offered for withdrawal and the total order value therefore falls below the free shipping limit, these shipping costs will still be deducted.
Purchases made at trade fairs are excluded from the legal right of withdrawal.
Outlet items are excluded from the above conditions. Pictures of outlet items shown are as accurate as possible to the visible damage or defects. However, should there be any unexpected damage that is not visible in the photo, this is not covered by the above conditions.
The order amount due will be refunded within 14 days after receipt of your return, provided that the product is returned in good order. Refund will be made by Store Credit or the same way as the initial order. If your return does not meet the return conditions and is returned damaged, for example, we may refuse the return. The product will then be sent back to you. If the product has more traces of use than a one-time test use, we may deduct these from the refundable amount. Example of more than one-time test use is: More marks on the sword blade than there are screw holes indicates more than one-time use, other damages such as scratches on the handle of rings or other forms of (drop) damage. A pixelblade that has been used more than once will cause €30 to be deducted from the refundable amount. If you do not report the return in advance or do not include the order number on the outside of the shipment, when we receive the package we may not be able to link it to an order and therefore cannot issue a refund. If you return the order without indicating it and there is no defect or the order is no longer within the return period then we will return the package to you. The cost then for returning the package to you will be charged and will be equal to our cost to send the package back to the buyer's address.
If you do not live in Europe and still want to return your product, you do not have the above right. However, we will always try to help you. Please send an email to info@kenjosabers.com stating your order number and a description of why you want to return the product.
Products that are not listed as standard on the site and are specifically ordered or manufactured at the request of the buyer are considered custom/custom orders. These are therefore excluded from the right of withdrawal.
Free promotional products, such as free 1+1 sabers or other gifts included at no cost with an order, do not have a separate refund value and cannot be returned separately for refund. When returning the main product, the corresponding free promotional product must also be included. If this does not happen, its value will be deducted from the refund.
Hand-purchased gift/action sabers will be treated as Mystery Sabers. Any difference in purchase value will not be settled afterwards: the model is chosen at random, cannot be chosen or exchanged.
In case of multiple Mystery Sabers and/or manually purchased gift sabers in one order, possibly combined with free promotional products, we will treat them as one mystery selection. To prevent abuse of promotions and Mystery products, in the event of a partial return, you cannot decide which Mystery Saber or gift saber to return. KenJo Sabers determines which sabers to return based on shipping records and product value. In doing so, the sabers with the lowest product value are considered free action products and the sabers with the highest product value must be returned first.
If you unexpectedly receive an item in defective condition or if it breaks down faster than you should have expected, please let us know via the contact form on this site, send us an email stating the corresponding order number and a clear description of the problem, whether the troubleshoot page has already been run through and preferably with a video for clarification. We will then contact you to help you as soon as possible. We may send replacement parts or help remotely. If this does not solve the problem, we may also wish to receive the item back for inspection or repair. You as a customer will initially pay the shipping costs. If the defect is not self-inflicted, we will cover the shipping costs up to €9.99. After receipt and inspection of the defective article, we will try to repair or replace your product. If the defect is self-inflicted or there is no defect, you willbe charged the cost of returning the package to the buyer's address. If applicable, repair costs will also be charged.
Returns will be processed within 14 days. Refunds will only be made via Store Credit or via the buyer's initially chosen payment method or provider upon seller approval. The refund may take up to 10 business days depending on the initially chosen payment provider.
If an item is not entirely to your liking, please feel free to submit it to us and together we can see if another item might better suit your needs so you can exchange it. If you wish to exchange an item, all associated shipping costs are the responsibility of the buyer.
