Shipping Policy

1) Delivery Areas

The website New kenshi delivers to United States, United Kingdom, Canada, Australia, New Zealand..

Delivery is available only to destinations and addresses enabled at checkout within the Hong Kong market.

Orders cannot be delivered to a destination that is not available at checkout unless expressly agreed in writing before the order is placed.

Some remote areas, restricted locations or addresses that cannot reasonably be served by the available carrier network may be subject to specific delivery arrangements or may not be eligible for delivery. Any material restriction known to us will be communicated before the order is accepted where reasonably possible.

2) Delivery Fees

Delivery is completely free, with no minimum purchase requirement, for the destinations we serve: United States, United Kingdom, Canada, Australia, New Zealand. (order amount after discounts).

No additional standard delivery fee applies. The amount displayed in the cart and at checkout includes standard delivery.

Any applicable taxes, duties, import charges or other compulsory amounts, if any, will be displayed or handled in accordance with the information provided at checkout and applicable law.

No delivery or compulsory charge that was not properly disclosed before the order was placed will be added afterwards except where required by law or expressly agreed with the customer.

3) Order Processing and Dispatch Times

Orders are processed within an average of 2 to 3 business days after payment confirmation.

The estimated total delivery time is 7 to 10 business days. Any delivery estimate displayed on the product page, in the cart, at checkout or in the order confirmation applies together with this policy.

Delivery times may vary slightly depending on:

• Order volume;
• Peak periods, public holidays and promotional periods;
• The delivery location within Hong Kong;
• The size, weight or nature of the parcel;
• Severe weather, transport interruptions, customs procedures where relevant or other logistical disruptions;
• Other exceptional circumstances beyond our reasonable control.

Delivery estimates are provided in good faith based on the information reasonably available when the order is placed.

Where a particular delivery date or period has been expressly agreed with the customer, New kenshi will use reasonable efforts to deliver within that agreed period and will inform the customer if a material delay becomes known.

Hong Kong law does not impose a general 30-day statutory delivery period for ordinary online retail purchases. Where no specific delivery period has been agreed, delivery will be made within the period reasonably indicated by the circumstances and the information provided when the order was placed.

4) Order Tracking

As soon as your order is dispatched, you will receive a confirmation email containing a tracking number where tracking is available.

You can track your delivery:

• Directly through the tracking link provided in the dispatch email; or
• From your customer account on the website, where this feature is available.

Tracking information may require a short activation period after dispatch.

Tracking information is supplied by the relevant logistics provider and may occasionally be delayed or temporarily unavailable even while the parcel remains in transit.

5) Delivery and Parcel Receipt

Products are delivered to the address provided at checkout. It is the customer's responsibility to ensure that the delivery address and contact information are accurate and complete.

If delivery fails because the customer supplied an incorrect or incomplete address, refused delivery without a contractual or legal basis, or failed to collect or receive the parcel following reasonable delivery or collection attempts, reasonable reshipping costs may remain the customer's responsibility where permitted by applicable law and this policy.

Upon receipt, we recommend checking the parcel and product promptly.

We recommend reporting visible transport damage within 48 hours so that the matter can be investigated promptly with the carrier.

This 48-hour period is a practical recommendation only. It does not remove, reduce or determine any statutory right or remedy that may otherwise apply.

As a contractual customer-protection measure, where New kenshi arranges the delivery, the risk of accidental loss or damage will normally remain with New kenshi until the goods are delivered to the customer or another person authorised by the customer to receive them, unless applicable law or a separately agreed arrangement provides otherwise.

Where goods delivered to a customer are lawfully rejected because they fail to comply with an applicable statutory condition, the rights and responsibilities of the parties will be determined by applicable law and Section 11 of this policy.

6) Delivery Delays

Hong Kong

If delivery is not completed within the period stated when the order was placed, please contact contact@kenshiblades.com so that we can investigate the shipment and provide updated information.

If a material delay becomes known before delivery, New kenshi will use reasonable efforts to inform the customer and provide an updated delivery estimate.

Where delivery by a particular date was expressly agreed and was essential to the transaction, failure to deliver within that period may give rise to contractual or statutory remedies depending on the circumstances and applicable law.

Where the goods cannot be supplied, New kenshi may offer an appropriate solution such as cancellation and refund, or a replacement or alternative arrangement with the customer's agreement.

Nothing in this section permits New kenshi to accept payment for goods where, at the time payment is accepted, there is no intention to supply them or no reasonable basis for believing that they can be supplied within the period represented to the customer or, if no period has been specified, within a reasonable period.

Any refund due following a valid cancellation or confirmed inability to supply the goods will be processed without unreasonable delay and in accordance with the applicable legal and contractual requirements.

7) Carriers

Deliveries are handled by logistics partners selected according to the product type, parcel size, delivery address and available delivery network.

Carriers may include Hongkong Post, SF Express, DHL, UPS, FedEx or another appropriate international, local or last-mile logistics provider.

The carrier is selected automatically. We cannot guarantee the use of a particular carrier unless this has been expressly agreed before the order is placed.

In some cases, an international carrier may transfer the parcel to a local delivery partner for final delivery.

8) Bulky Items

Some large or heavy products may require delivery by a specialised carrier.

Where an appointment is required, the carrier or our customer service team may contact the customer to arrange a suitable delivery date or time slot.

The customer must provide accurate contact information and ensure reasonable access to the delivery address.

Any known access restriction, including building, security, lift, loading or size restrictions that may materially affect delivery, should be reported before dispatch where reasonably possible.

Where additional services or costs are required because of a special access condition, the customer will be informed before any additional charge is incurred where reasonably possible.

9) Lost or Undelivered Parcels

If your parcel has not arrived within the estimated delivery period, or if tracking indicates a delivery problem, please contact contact@kenshiblades.com.

We will investigate the matter with the relevant carrier. The customer may be asked to confirm the delivery address, provide a statement of non-receipt or cooperate with other reasonable verification steps.

If the parcel is confirmed as lost, cannot reasonably be delivered, or another contractual or statutory remedy applies, New kenshi will provide an appropriate solution, which may include:

• A replacement shipment at no additional cost; or
• A full refund of the affected order.

Where appropriate, another solution may be agreed with the customer.

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

A carrier investigation or internal verification process will not be used to unreasonably delay a remedy once the relevant facts have been sufficiently established.

10) Customer Service

For any question regarding delivery, please contact our customer service team:

11) Additional Delivery Rights — Hong Kong

If a provision of this policy conflicts with a mandatory rule applicable to the transaction, the mandatory rule prevails to the extent of the conflict.

11.1) Agreed Delivery Information

New kenshi aims to provide clear and accurate information concerning delivery availability, delivery estimates, material restrictions and applicable charges before the customer completes the order.

Where a delivery date or period is expressly stated as part of the transaction, it forms part of the information on which the customer may rely, subject to any clearly disclosed qualification or exceptional circumstance.

If a delay occurs, New kenshi will use reasonable efforts to inform the customer and provide an appropriate solution based on the circumstances.

11.2) Trade Descriptions Ordinance (Cap. 362)

The Trade Descriptions Ordinance prohibits specified unfair trade practices, including false trade descriptions, misleading omissions and wrongly accepting payment.

New kenshi will not knowingly provide false or misleading information concerning the availability of goods, dispatch status, delivery period, delivery restrictions or other material aspects of the transaction.

A trader may engage in wrongly accepting payment where, at the time payment is accepted, the trader intends not to supply the product, intends to supply a materially different product, or has no reasonable grounds for believing that the product can be supplied within the period specified to the customer or, where no period has been specified, within a reasonable period.

Accordingly, delivery periods communicated to customers will be based on information that New kenshi reasonably believes can be fulfilled at the time the order is accepted.

11.3) Sale of Goods Ordinance (Cap. 26)

Where the Sale of Goods Ordinance applies, the seller and buyer must perform their respective obligations concerning delivery, acceptance and payment in accordance with the contract and applicable law.

Goods supplied to a consumer may also be subject to statutory conditions concerning correspondence with description, merchantable quality, fitness for purpose and, where applicable, correspondence with sample.

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.

11.4) Damaged or Non-Conforming Goods

If goods are delivered damaged, faulty, materially different from their description or otherwise in breach of an applicable statutory condition, the customer may have rights independently of any carrier claim or internal delivery procedure.

Where the requirements for lawful rejection are satisfied and the goods have not been legally accepted, the customer may in appropriate circumstances reject the goods and seek reimbursement.

A customer wishing to reject goods should clearly notify New kenshi as soon as reasonably possible after discovering the relevant issue.

Where goods are lawfully rejected after delivery, the customer is not required to assume a return obligation that applicable law places on the seller. New kenshi will provide appropriate instructions concerning collection, return or other handling of the goods.

11.5) Lost or Undelivered Parcels

If goods are confirmed as lost before they have been delivered to the customer under the delivery arrangement organised by New kenshi, New kenshi will address the matter directly with the customer rather than requiring the customer to obtain compensation from the carrier.

Depending on the circumstances, the appropriate solution may include replacement, cancellation and refund, or another solution agreed with the customer.

The carrier's liability to New kenshi is separate from the customer's claim against New kenshi.

11.6) No General 30-Day Delivery Rule

Hong Kong does not impose a general rule requiring every ordinary online retail order to be delivered within 30 days.

The applicable delivery period therefore depends primarily on the terms communicated and agreed when the order is placed, together with the relevant provisions of Hong Kong contract, sale-of-goods and fair-trading law where applicable.

Where no delivery period has been specified, representations concerning supply must nevertheless be made on a reasonable basis, and the Trade Descriptions Ordinance includes protections concerning the acceptance of payment where there are no reasonable grounds for believing that a product can be supplied within a reasonable period.

11.7) Consumer Complaints

If a delivery complaint cannot be resolved directly with New kenshi, an eligible Hong Kong consumer may seek assistance from the Hong Kong Consumer Council.

The Consumer Council may assist eligible individual consumers with complaints concerning goods and services through conciliation. Customers are encouraged to contact New kenshi first at contact@kenshiblades.com so that we have an opportunity to investigate and resolve the matter directly.

Suspected prohibited unfair trade practices under the Trade Descriptions Ordinance may also fall within the enforcement responsibilities of the Hong Kong Customs and Excise Department.