Returns and Refunds Policy

1) Introduction

This Returns and Refunds Policy applies to all orders placed on New kenshi.

Our goal is to provide a simple, transparent and reliable shopping experience. Customers benefit from the contractual return policy described below, together with any statutory rights and remedies that apply independently where goods are faulty, damaged, unsafe, incorrectly supplied, materially different from their description or otherwise fail to comply with applicable law.

This policy applies to customers in United States, United Kingdom, Canada, Australia, New Zealand., subject to the additional provisions for Hong Kong described in Section 11.

2) 14-Day Contractual Return Policy

New kenshi allows eligible customers to notify us within 14 days after receiving their order that they wish to return a product under our contractual change-of-mind return policy.

No reason is required for an eligible change-of-mind return.

To request a return, please contact our customer service team at contact@kenshiblades.com and provide your order number and the product or products concerned.

After the return request has been accepted, the products should be sent back within 14 days in accordance with the return instructions provided by customer service.

For a change-of-mind return under this contractual policy, products should be returned complete, unused, in their original condition and, where reasonably possible, in their original packaging.

The customer is responsible for the direct return shipping costs for a change-of-mind return unless New kenshi expressly agrees otherwise.

3) Items Excluded from Change-of-Mind Returns

Subject to any statutory rights that apply independently, our contractual change-of-mind return policy does not apply to:

• Custom-made or personalised products;
• Sealed products that are not suitable for return for health-protection or hygiene reasons once unsealed;
• Products liable to deteriorate or expire rapidly;
• Products that have become inseparably mixed with other items after delivery;
• Products materially used, altered or damaged by the customer beyond what is reasonably necessary to inspect them;
• Incomplete returns where missing components materially reduce the product's value or prevent resale;
• Any other product expressly identified as excluded from the contractual change-of-mind return policy before purchase, where such exclusion is lawful.

These contractual exclusions do not prevent a customer from exercising any statutory right that applies because the goods are faulty, unsafe, incorrectly supplied, materially different from their description or otherwise legally non-conforming.

4) Return Procedure

Please send a return request to contact@kenshiblades.com including:

• Your order number;
• The product or products concerned;
• The reason for the return, if you wish to provide it for a change-of-mind return;
• For damaged, faulty, incorrect or non-conforming goods, a description of the issue and photographs or videos where reasonably available.

You will receive a confirmation email containing the applicable return instructions and the appropriate return address for the product concerned.

Please do not return a product to the company's registered address or to an address shown on the parcel unless customer service has confirmed that it is the correct return address.

For contractual change-of-mind returns, please package the product securely and retain proof of postage until the return and refund process has been completed.

A procedural requirement under this policy does not remove or restrict a statutory right where applicable law does not permit such a restriction.

5) Refund Timeframes and Conditions

For an eligible change-of-mind return under our contractual policy, the refund will be processed after the returned product has been received and, where appropriate, inspected.

The refund will include the amount paid for the eligible returned product.

Where this policy or applicable law requires an original delivery charge to be refunded, the applicable amount will also be reimbursed. Any additional amount paid for an optional premium or expedited delivery method is not refundable unless expressly stated otherwise or required by applicable law.

For eligible contractual change-of-mind returns, refunds are normally issued within a maximum of 10 business days after the returned product has been received and the return has been verified.

Where no physical return is required, the refund will be issued within the timeframe communicated to the customer or required by applicable law.

Refunds are normally made using the same payment method as the original transaction unless another method is expressly agreed and legally permitted.

For contractual change-of-mind returns, an appropriate deduction may be made where the returned product has been used, damaged, altered, is incomplete or has otherwise lost value beyond what is consistent with the conditions of this voluntary return policy.

The preceding contractual rules do not reduce any refund or other remedy to which a customer may be entitled independently under applicable law.

6) Faulty, Damaged, Unsafe or Incorrect Goods

If an item arrives damaged, is faulty, unsafe, incomplete, incorrectly supplied or materially different from its description, please contact customer service at contact@kenshiblades.com as soon as reasonably possible.

Customers are encouraged to inspect goods promptly after delivery.

We recommend reporting visible delivery damage within 48 hours so that evidence can be preserved and any carrier investigation can begin quickly. This is a practical recommendation only and does not itself determine or shorten any statutory right or remedy.

Please provide, where reasonably available:

• Your order number;
• A description of the issue;
• Photographs or videos showing the product, issue and packaging;
• Any other information reasonably necessary to investigate the matter.

Hong Kong statutory rights

Where the Sale of Goods Ordinance (Cap. 26) applies, goods sold in the course of business may be subject to statutory implied conditions concerning description, merchantable quality, fitness for purpose and, where applicable, correspondence with sample.

Quality may include matters such as appearance and finish, freedom from defects, safety and durability, taking account of the description of the goods, the price and other relevant circumstances.

A customer who has not previously examined the goods is entitled to a reasonable opportunity to examine them for the purpose of determining whether they comply with the contract.

If goods breach an applicable statutory condition and the customer has not legally accepted them, the customer may in appropriate circumstances be entitled to reject the goods and request a full refund.

Where a valid statutory rejection occurs, the customer should clearly notify New kenshi. The return or collection of the goods will then be handled in accordance with the applicable legal obligations and the instructions provided by customer service.

If the goods have already been legally accepted, different remedies may apply. Depending on the circumstances, these may include damages or another remedy available under applicable law or under the New kenshi commercial warranty.

New kenshi may also offer, where appropriate:

• Repair;
• Replacement;
• A replacement part;
• A price reduction;
• A partial or full refund;
• Reimbursement of costs that New kenshi is legally required to bear;
• Another remedy required by applicable law.

7) Delivery Delays or Lost Parcels

If a parcel has not been received within the delivery period stated when the order was placed, please contact contact@kenshiblades.com.

If no specific delivery period was stated, delivery will be handled within the period reasonably indicated by the circumstances and the information provided at the time of purchase.

We will investigate the delivery with the carrier and take appropriate steps to resolve the issue.

Depending on the circumstances, the solution may include:

• Continuing delivery within an agreed additional period;
• A replacement shipment at no additional cost;
• Cancellation of the affected order where the contractual or legal conditions for cancellation are satisfied;
• A full refund of the affected amount paid where appropriate.

No cancellation or refund fee will be charged where New kenshi has failed to supply the goods and the customer is entitled to cancel the transaction.

A customer's rights against New kenshi are not dependent on the carrier first compensating New kenshi.

Hong Kong's Trade Descriptions Ordinance also regulates certain unfair trade practices, including circumstances in which a trader accepts payment without intending, or without reasonable grounds for believing, that the relevant product can be supplied within the period specified to the customer or, where no period is specified, within a reasonable period.

8) Return Contact Address

Returns are handled through our customer service team.

The appropriate return address will be communicated by email after the return request or complaint has been reviewed and may depend on the product, warehouse, supplier and destination concerned.

Please obtain the correct return instructions before sending a product. Sending a product to an incorrect or unauthorised address may delay processing.

This procedural request does not alter any separate statutory rule governing the rejection, possession, collection or return of defective goods.

9) Complaints and Dispute Resolution

If a complaint cannot be resolved directly with New kenshi, a Hong Kong consumer may seek assistance from an appropriate consumer body or pursue any court or tribunal remedy available under applicable law.

Hong Kong Consumer Council

The Consumer Council may assist eligible individual consumers with complaints concerning goods or services through conciliation. It is not a court and does not itself issue binding judgments.

Customers are encouraged to contact New kenshi first at contact@kenshiblades.com so that we have an opportunity to investigate and resolve the complaint directly.

Small Claims Tribunal

Where the Hong Kong Small Claims Tribunal has jurisdiction, it handles certain monetary claims not exceeding HK$75,000, including claims relating to goods sold and consumer disputes.

Because New kenshi may be operated by a business established outside Hong Kong, whether a particular claim can be brought before a Hong Kong court or tribunal depends on the applicable jurisdictional and procedural rules.

Nothing in this policy prevents a customer from using a competent court or tribunal where legally available.

10) Contact

For any return, exchange, product complaint or refund request, please contact our customer service team:

11) Additional Consumer Rights — Hong Kong

11.1) No General Statutory Change-of-Mind Period

Hong Kong does not currently impose a general statutory cooling-off period on ordinary online retail purchases merely because a customer has changed their mind.

The 14-day change-of-mind return period offered by New kenshi is therefore a voluntary contractual benefit.

The conditions of that voluntary return policy apply only to change-of-mind returns and do not restrict separate statutory rights concerning faulty, unsafe, misdescribed or otherwise non-conforming goods.

11.2) Sale of Goods Ordinance (Cap. 26)

Where the Sale of Goods Ordinance applies, goods sold by description must correspond with their description.

Goods supplied in the course of business are also subject to applicable statutory conditions concerning merchantable quality and, where the legal requirements are satisfied, fitness for a particular purpose made known to the seller.

Where goods are sold by sample, applicable statutory requirements concerning correspondence with the sample may also apply.

Merchantable quality is assessed in light of the goods' description, price and other relevant circumstances. Relevant aspects may include appearance and finish, freedom from defects, safety and durability.

11.3) Inspection, Acceptance and Rejection

A customer who has not previously examined the goods is entitled to a reasonable opportunity to examine them for the purpose of determining whether they comply with the contract.

A customer may be treated as having accepted goods in circumstances provided by the Sale of Goods Ordinance, including where the customer expressly accepts them, acts inconsistently with the seller's ownership, or retains them for a reasonable period without communicating rejection after having had a reasonable opportunity to examine them.

Where goods breach an applicable statutory condition and have not been legally accepted, the customer may in appropriate circumstances reject them and seek reimbursement.

A customer wishing to rely on rejection should therefore notify New kenshi clearly and promptly after discovering the relevant defect or non-conformity.

11.4) Goods Lawfully Rejected

Where goods have been delivered and the customer lawfully refuses to accept them, Hong Kong law may not require the customer personally to return the goods to the seller merely in order to make the rejection effective.

A clear notification to New kenshi that the customer refuses to accept the goods may be sufficient where the statutory requirements are satisfied.

New kenshi will provide appropriate instructions concerning return, collection or other handling of such goods based on the circumstances of the claim.

11.5) Control of Exemption Clauses Ordinance (Cap. 71)

Where the customer deals as a consumer and the Control of Exemption Clauses Ordinance applies, contractual terms cannot exclude or restrict liability for breach of certain statutory obligations under the Sale of Goods Ordinance concerning description, quality, fitness for purpose or correspondence with sample.

Accordingly, conditions applying to the New kenshi voluntary 14-day change-of-mind policy cannot be used to remove a separate non-excludable statutory remedy.

11.6) Trade Descriptions Ordinance (Cap. 362)

The Trade Descriptions Ordinance prohibits false trade descriptions and certain unfair trade practices in Hong Kong.

New kenshi aims to ensure that product descriptions, prices, characteristics, delivery information, return representations, refund terms, warranty statements and after-sales information are accurate and not misleading.

The Ordinance also addresses wrongful acceptance of payment in certain circumstances, including where a trader has no intention or no reasonable grounds for believing that the product can be supplied within the stated period or, where no period was stated, within a reasonable period.

Suspected contraventions of the Trade Descriptions Ordinance may fall within the enforcement responsibilities of the Hong Kong Customs and Excise Department.

11.7) Product Safety

Where the Consumer Goods Safety Ordinance (Cap. 456) applies to a product, applicable consumer goods must comply with the relevant general safety requirements or prescribed standards.

Nothing in this return policy limits any right or regulatory protection that applies to unsafe consumer goods.

11.8) Complaints

Customers should first contact New kenshi at contact@kenshiblades.com and provide sufficient information for the complaint to be investigated.

If the complaint cannot be resolved directly, an eligible Hong Kong consumer may submit a complaint to the Hong Kong Consumer Council, which may assist through conciliation.

If appropriate and within its jurisdiction, a monetary consumer claim not exceeding HK$75,000 may also be considered by the Small Claims Tribunal.