Refund policy
Quality Inspection
At FE, every knife is carefully inspected before shipment to ensure that it meets our quality standards and matches the specifications of your confirmed order.
Defective or Incorrect Orders
If your order arrives with a manufacturing defect, shipping damage, or differs from the specifications of your confirmed order, please contact us within 7 days of delivery.
Our team will review the situation and, where applicable, may offer an appropriate resolution, including:
- Repair
- Replacement
- Refund
Requests submitted more than 7 days after delivery may not be eligible for a refund, replacement, or exchange. FE reserves the right to review each case individually and determine the appropriate resolution based on the circumstances.
Custom Orders
Each FE knife is individually prepared according to the specifications selected by the customer at the time of purchase. Because each knife is prepared specifically for the individual customer, please carefully review all selections and specifications before completing your purchase.
Once production has begun, customized orders cannot be modified or canceled. Due to the personalized nature of these products, customized knives are also not eligible for returns or exchanges once production has begun, except where otherwise required by applicable law.
Returns or exchanges cannot be accepted for the following reasons:
- Changes of preference after purchase
- Incorrect selections or specifications made during the ordering process
- Personal preferences regarding weight, balance, appearance, or handling
- Normal variations in handmade or hand-finished products
Customers are responsible for confirming that all selected specifications are correct before placing their order. FE is not responsible for incorrect selections, specifications, or customization choices made by the customer during the ordering process.
If you are unsure which blade, handle material, handle style, or customization option is best suited to your needs, we encourage you to contact our team before placing your order. Our team is happy to provide guidance and help you select a configuration that best matches your preferences, cooking style, and intended use.
Hand Finished Product Variation
Each FE knife is individually crafted and finished by skilled artisans. Because of the handcrafted nature of our products, slight variations may occur between individual knives.
Variations may include:
- Handle grain, color, and pattern
- Blade texture and finish
- Hammer marks and other forging characteristics
- Dimensions and weight
- Natural characteristics of wood, horn, and other materials
- Other minor variations resulting from the hand-finishing process
These variations are a natural part of handmade production and are not considered manufacturing defects. They reflect the individuality and craftsmanship of each knife and mean that no two pieces are exactly alike.
Reporting a Potential Defect
If you believe your knife has a manufacturing defect, please contact us within 7 days of delivery and provide clear photographs along with a detailed description of the issue.
Our team will carefully assess the condition of the knife and determine whether the issue falls outside the normal variations associated with handmade production. We will then provide you with the appropriate next steps and assistance.
Knife Care and Proper Use
FE knives are precision-crafted tools and require appropriate care and handling. Certain Japanese steels, particularly high-carbon steels, require regular maintenance to prevent rust and oxidation.
Customers are responsible for following the recommended care, maintenance, sharpening, and usage guidelines provided by FE.
Refused or Undeliverable Deliveries
If a customer refuses delivery of an order, the customer is responsible for both the original shipping costs and any return shipping fees incurred by FE. This condition is disclosed prior to purchase in these policies, which customers acknowledge and accept at the time of order confirmation.
Refund Processing
Approved refunds will be issued to the original payment method whenever possible.
Refunds made through credit cards, PayPal, International Bank Transfer, or other methods are subject to the processing times and policies of the respective payment provider. FE cannot control the time required for a refund to appear in the customer's account.