Refund policy
As a consumer residing in Europe, you have the right to cancel your order up to 14 days after receipt without giving a reason. After cancellation, you have another 14 days to return your product. You will then be credited the full order amount, excluding shipping costs. Any optional additional services, such as the KenJo Zeker Service, will not be refunded once they have been performed in whole or in part. You are responsible for the cost of returning the product from your home to the online store. Please check your carrier’s website for exact rates. If you exercise your right of withdrawal, the product must be returned to us with all accessories included 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 at info@kenjosabers.com, quoting your order number. Do not ship the package until you have received the instructions we provide, and be sure to include your order number (either as a reference on the shipping label or on a note inside the box). If a return shipment contains a product other than the one previously reported or confirmed by us, the return will be processed based on the product actually received. Any difference in value may be deducted from the refund. After your return request has been approved and the instructions have been provided, you have up to 14 days to actually ship the package (i.e., drop it off with the carrier, at which point tracking begins). The cost of returning the item is the buyer’s responsibility. If the package is sent later than this, the return will be outside the return period and may be refused. In that case, you will be responsible for the shipping costs to have the package returned to you. If the return is made after the deadline or if you refuse to pay the return shipping costs, we will hold the product for a maximum of 30 days. After that, the right to a refund expires, and ownership of the product is forfeited. If only part of the order is returned under the right of withdrawal and the total order value consequently falls below the free shipping threshold, these shipping costs will still be charged.
Purchases made at trade shows are excluded from the statutory right of withdrawal.
Outlet items are excluded from the above terms and conditions. Photos of outlet items are intended to provide as accurate a representation as possible of any visible damage or defects. However, in the unlikely event that there is damage not visible in the photo, this is excluded from the above terms and conditions.
The order amount will be refunded within 14 days of receiving your return,provided the product is returned in good condition. Refunds will be issued via Store Credit or the same payment method used for the original order. If your return does not meet the return conditions—for example, if it is damaged upon return—we may refuse it. The product will then be sent back to you.If the product shows more signs of use than would be expected from a single test use, we may deduct costs from the refund amount. Examples of more than a single trial use include: More marks on the sword blade than there are screw holes indicate use more than once; other damage such as scratches on the handle, rings, or other forms of damage (including damage from a fall). A Pixelblade that has been used more than once will result in a €30 deduction from the refund amount. If you do not notify us of the return in advance or do not include the order number on the outside of the package, we may be unable to link the package to an order upon receipt and therefore unable to issue a refund. If you return the order without notifying us and there is no defect or the order is no longer within the return period, we will return the package to you. You will be charged for the cost of returning the package to you, which is equal to our cost of sending the package back to the buyer’s address.
If you do not live in Europe but would still like to return your product, you do not have the right mentioned above. However, we will always try to work with you to find a solution. Please send an email to info@kenjosabers.com, including your order number and a description of why you would like to return the product.
Products that are not listed on the website as standard items and are ordered or manufactured specifically at the buyer’s request are considered custom orders. As such, they are excluded from the right of withdrawal.
Free promotional items, such as free “buy one, get one free” Sabers or other gifts included with an order at no cost, have no separate refund value and cannot be returned separately for a refund. When returning the main product, the corresponding free promotional item must also be included. If this is not done, the value of the promotional item will be deducted from the refund.
Gift or promotional sabers purchased manually are treated as Mystery Sabers. Any difference in purchase price will not be refunded or credited afterward: the model is chosen at random and cannot be selected or exchanged.
If an order includes multiple Mystery Sabers and/or manually purchased gift sabers—possibly combined with free promotional items—we will treat them as a single mystery selection. To prevent abuse of promotions and Mystery products, you cannot choose which Mystery Saber or gift saber to return in the event of a partial return. KenJo Sabers determines which sabers must be returned based on shipping records and product value. In this process, the sabers with the lowest product value are considered free promotional items, and the sabers with the highest product value must be returned first.
In the unlikely event that you receive a defective item or if it breaks down sooner than you would have expected, please let us know via the contact form on this site, or send us an email including the corresponding order number and a clear description of the problem, or indicate if you’ve already gone through the troubleshooting page—and preferably include a video for clarification. We’ll then contact you to assist you as soon as possible. We may send replacement parts or provide remote assistance. If this does not resolve the issue, we may need to have the item returned to us for inspection or repair. As the customer, you will initially be responsible for the shipping costs. If the defect is not due to your own actions, we will cover the shipping costs up to €9.99. After receiving and inspecting the defective item, we will attempt to repair your product or, if necessary, replace it entirely. If the defect is due to your own actions or if no defect is found,you will be charged a fee equal to the cost of returning the package to your address. Where applicable, repair costs will also be charged.
When an order has been reshipped and received following a lost package report, delivery investigation, or goodwill arrangement, a return of this replacement shipment is always evaluated in conjunction with the original order, the circumstances, and the previous handling. To prevent double compensation or abuse, a one-time replacement shipment or one sent as a goodwill gesture is not automatically processed as a standard return with a refund. Depending on the situation, we may opt for an exchange, a credit toward future purchases, or another appropriate solution.
Returns are processed within 14 days. Refunds will be issued only via Store Credit or through the payment method or provider initially selected by the buyer, subject to the seller’s approval. Depending on the initially selected payment provider, the refund may take up to 10 business days.
If an item isn't quite what you're looking for, please feel free to let us know, and we can work with you to 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.
Would you like to exercise your right of withdrawal? If so, please use our withdrawal form so that we can quickly link your request to your order.
