Refund policy

Return & Refund Policy

At Xcutlery, every knife is hand-forged one at a time and backed by our lifetime warranty. We want you to be completely satisfied with your purchase. If something isn't right, we'll make it right.

30-Day Returns

You may return your order within 30 days of delivery for a full refund or exchange, provided that:

  • The knife is unused, in its original condition, and shows no signs of cutting, sharpening, washing, or wear.
  • All original packaging, inserts, and accessories are included.
  • You have your order number or proof of purchase.

Because our knives are kitchen tools intended for food preparation, we cannot accept returns of used knives for hygiene and safety reasons.

A Note on Hand-Forged Products

Every Xcutlery blade is individually shaped by hammer and fire. Slight variations in forge texture, hammer marks, blade finish, and wood grain are natural characteristics of a genuinely handmade product — they are not defects and are not grounds for a defect claim. Each knife is one of a kind, and no two are identical.

Non-Returnable Items

  • Used, sharpened, or washed knives
  • Custom or personalized orders (engraving, custom handles, made-to-order pieces)
  • Gift cards
  • Items marked as final sale

How to Start a Return

  1. Email us at sales@xcutlery.com (US & International) / sales@xcutlery.com.au (Australia) with your order number and the reason for your return.
  2. Our team will respond within 1 business day with return authorization and the return address for your region (United States or Australia).
  3. Pack the knife securely in its original packaging and ship it back using a trackable service.

Please do not send returns without contacting us first — unauthorized returns may be delayed or refused.

Return Shipping Costs

  • Change of mind: Return shipping is paid by the customer.
  • Defective, damaged, or incorrect item: We cover all return shipping costs and will send you a prepaid label.

Refunds

Once we receive and inspect your return, we will notify you of the approval status. Approved refunds are issued to your original payment method within 5–10 business days. Original shipping charges (where applicable) are non-refundable unless the return is due to our error.

If more than 10 business days have passed since your refund was approved and you have not received it, please check with your bank or card provider first, then contact us at sales@xcutlery.com (US & International) / sales@xcutlery.com.au (Australia).

Exchanges

Want a different size or model? The fastest way is to return your original item for a refund and place a new order. For defective items, we will ship a replacement at no cost to you.

Damaged or Incorrect Orders

Please inspect your order on arrival. If your item arrived damaged, defective, or incorrect, contact us within 48 hours of delivery at sales@xcutlery.com (US & International) / sales@xcutlery.com.au (Australia) with:

  • Your order number
  • Photos of the item and the packaging

We will resolve the issue immediately with a replacement or full refund — no return required in most damage cases.

Lifetime Warranty

Every Xcutlery knife is covered by a lifetime warranty against defects in materials and craftsmanship, including tang, handle, and pin construction failures under normal kitchen use.

The warranty does not cover:

  • Normal wear, including edge dulling that is resolved by routine sharpening
  • Damage from misuse, including prying, twisting, throwing, or cutting on hard surfaces (glass, stone, metal)
  • Rust or corrosion resulting from dishwasher use, soaking, or improper storage (high-carbon steel must be hand washed, dried immediately, and lightly oiled)
  • Modifications or repairs performed by anyone other than Xcutlery

To make a warranty claim at any time, email sales@xcutlery.com (US & International) / sales@xcutlery.com.au (Australia) with your order details and photos. Approved claims are repaired or replaced free of charge.

United States & Australia

We ship from our warehouses in Memphis, Tennessee (US) and Melbourne, Victoria (Australia). Returns are processed through the warehouse nearest to you — our team will confirm the correct return address when you contact us. This policy does not limit any rights you hold under applicable consumer protection laws, including the Australian Consumer Law for customers in Australia.

Contact Us

Questions about returns, refunds, or warranty claims:

United States & International Email: sales@xcutlery.com Phone: +1 (901) 689-8608

Australia Email: sales@xcutlery.com.au Phone: +61 422 327 416

We respond to all inquiries within 1 business day.