Returns & Exchanges

The Window

Returns run on the policy of the retail partner that fulfilled your order — across the major networks that means roughly 30 days from delivery for a refund to the original payment method, managed entirely from their order page. Knives may be unboxed and held; you do not need to keep the shrink wrap intact to change your mind about a handle shape. What the partner will expect back is the complete set: knife, blade guard and the gift box it shipped in.

Send a Blade Back Like a Grinder Would

• Blade guard on first, always — the same guard it arrived wearing.
• Back into the rigid gift box, then into an outer carton. Never an envelope, never loose in a box of paper.
• If the guard is lost, fold stiff cardboard over the edge and tape it closed along the spine side.

Carriers can refuse or discard unsafely packed blades, and a refund cannot be issued for a parcel that never survives the trip back.

Used, Dulled, Damaged — Three Different Stories

A knife that arrived not matching its listing, or with a flaw out of the box, is the partner’s return desk’s job — report it inside the window and it comes back at no cost to you. An edge that has gone dull after months of board work is not a defect; it is steel doing what steel does, and a honing rod fixes it in a minute. A handle that loosened or a blade that chipped under normal kitchen use is a third case entirely — that one belongs to our 3-year warranty, and it stays open long after the retail window closes.

Exchanges

Retail networks run an exchange as a return plus a fresh order — which is genuinely faster: the 8-inch chef knife you actually wanted ships today instead of waiting for the santoku to travel back and clear inspection.

Arrived Damaged?

Photograph the outer carton, the gift box and the item before anything goes in the bin, and do not run a finger along an edge to test it — photos are evidence enough. Report it on the partner’s order page within their damage window, typically the first week. With pictures attached it is a replacement, not a debate.

If a Return Jams

A form that will not submit, a refund past its promised date, a courier that refuses a blade — send the order number to support@madshark.net and we will lean on the right desk. We would rather chase a return than lose you over one.