Returns and Refunds Policy

1) Introduction

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

Our goal is to provide a clear and transparent process for returns, refunds and complaints.

Customers benefit from the contractual 14-day change-of-mind return policy described below, together with any mandatory statutory remedies that apply independently to faulty, damaged, incorrectly supplied or non-conforming goods.

This Policy applies to customers in United States, United Kingdom, Canada, Australia, New Zealand., subject to the additional provisions applicable to customers in Singapore described in Section 11.

2) 14-Day Change-of-Mind Return Policy

New kenshi allows eligible customers to notify us within 14 days after receiving their order if they wish to return it without providing a reason.

To exercise this contractual return right, please contact contact@kenshiblades.com and provide your order number and the products concerned.

After notifying us, the products must be dispatched back within 14 days unless we expressly agree to a different period.

For a change-of-mind return, products should be:

• Complete;
• Unused beyond what is reasonably necessary to inspect them;
• In their original condition;
• Returned with all accessories, components and documentation supplied with them;
• Returned in the original packaging where reasonably possible.

Return shipping costs for an eligible change-of-mind return are borne by the customer unless New kenshi expressly agrees otherwise.

This contractual return policy does not limit any mandatory remedy that may apply where goods are defective, damaged, incorrectly supplied or otherwise fail to conform to the contract.

3) Items Excluded from Change-of-Mind Returns

Subject to any mandatory statutory rights that apply independently, the New kenshi contractual change-of-mind return policy does not apply to:

• Custom-made or personalised products;
• Products made specifically to the customer's specifications;
• Sealed products that are unsuitable 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 that have been materially used, altered or damaged beyond what is reasonably necessary to inspect them;
• Incomplete products where missing components materially reduce the value or prevent the product from being resold;
• Other products expressly identified as excluded from the contractual change-of-mind return policy before purchase.

These contractual exclusions do not prevent a customer from exercising an applicable statutory remedy in relation to goods that were defective, damaged, incorrectly supplied or non-conforming at the relevant time.

4) Return Procedure

Please send your return request to contact@kenshiblades.com and include:

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

Customer service will provide the appropriate return instructions and return address.

The correct return address may differ from the registered office of NOITAKY Matthieu, the supplier address or the address appearing on the original parcel.

Please therefore obtain the appropriate return instructions before sending the product.

The product should be packed securely to reduce the risk of damage during return transport.

We recommend retaining proof of shipment until the return has been processed.

A procedural requirement under this contractual Policy will not be applied where doing so would unlawfully restrict a mandatory consumer remedy.

5) Refund Timeframes and Conditions

Change-of-mind returns

Once an eligible change-of-mind return has been received and, where appropriate, inspected, New kenshi will process the refund due for the returned products.

Eligible refunds will normally be issued within a maximum of 10 business days after the returned product has been received and verified.

If New kenshi expressly agrees that no physical return is required, the refund will be processed within the timeframe communicated to the customer.

Unless otherwise expressly agreed, refunds are issued using the same payment method used for the original transaction where technically possible.

Where the customer selected an optional delivery method that was more expensive than the standard delivery option, any refund of delivery costs will be handled according to this Policy and any applicable law.

For a contractual change-of-mind return, New kenshi may make an appropriate deduction where the returned product has suffered a reduction in value due to handling, use, damage or missing components beyond what is reasonably necessary to inspect the product.

Statutory remedies

Where a refund or other monetary remedy is required under applicable Singapore consumer law, it will be handled according to the statutory requirements applicable to that claim.

The contractual refund conditions in this section do not reduce a more favourable mandatory remedy that applies independently.

6) Faulty, Damaged, Incorrect or Non-Conforming Goods

If a product arrives damaged, defective, unsafe, incomplete, incorrectly supplied or materially different from its description, please contact contact@kenshiblades.com as soon as reasonably possible.

Where reasonably available, please provide:

• Your order number;
• A description of the issue;
• Photographs or videos showing the product and issue;
• Photographs of the packaging where transport damage is suspected;
• Any other information reasonably necessary to assess the claim.

Any request to report visible transport damage within 48 hours or another short administrative period is intended only to help investigate the delivery.

Singapore Lemon Law

Where Part 3 of the Consumer Protection (Fair Trading) Act applies, goods that did not conform to the contract at the time of delivery may qualify for statutory remedies commonly referred to as the Singapore Lemon Law.

The consumer may, subject to the applicable statutory requirements, require the seller to:

• Repair the goods; or
• Replace the goods.

The repair or replacement must be completed within a reasonable time and without significant inconvenience to the consumer.

The seller bears the necessary costs associated with a statutory repair or replacement, including applicable labour, materials and postage costs.

A particular remedy may not be required where it is impossible or disproportionate under the applicable statutory rules.

Price reduction or rescission

Where the statutory requirements are satisfied, the consumer may instead be entitled to an appropriate reduction in price or to rescind the contract in respect of the affected goods.

This may apply where:

• Repair or replacement is impossible;
• The relevant remedy would impose disproportionate costs;
• The seller has failed to repair or replace the goods within a reasonable time; or
• The repair or replacement would cause significant inconvenience to the consumer.

Six-month presumption

If a lack of conformity is established within six months after delivery, it is generally presumed to have existed at the time of delivery unless:

• The seller establishes that the goods conformed to the contract at the time of delivery; or
• The presumption would be incompatible with the nature of the goods or the nature of the lack of conformity.

The six-month period concerns the applicable evidential presumption. It should not be interpreted as meaning that all statutory rights automatically expire six months after delivery.

If the issue appears after six months, the customer may still have a remedy where the relevant legal requirements are satisfied, but the customer may need to establish that the lack of conformity existed at the time of delivery.

Situations not generally covered by the Lemon Law

A statutory Lemon Law remedy does not generally apply where the relevant problem results solely from:

• Damage caused by the customer;
• Misuse of the product;
• Unauthorised repair or modification that caused the problem;
• A defect that was disclosed to and accepted by the customer before purchase;
• Normal wear and tear;
• A simple change of mind where the goods otherwise conform to the contract.

7) Delayed or Lost Parcels

If a parcel has not been received within the delivery period communicated for the order, please contact contact@kenshiblades.com.

We will investigate the delivery with the carrier and determine an appropriate solution based on the circumstances, our contractual obligations and any applicable consumer law.

If an order is confirmed as lost or cannot be delivered, available solutions may include:

• A replacement shipment at no additional cost; or
• A refund of the affected amounts paid.

Where the customer has a mandatory right to a refund, replacement or other remedy, that right does not depend on the carrier compensating New kenshi first.

A carrier investigation will not be used to unreasonably delay a remedy that the customer is already legally entitled to receive.

8) Return Address

Returns are coordinated through our customer service team.

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

Please obtain the appropriate return address before sending any product.

Sending a return to an incorrect or unauthorised address may delay processing.

This procedure does not limit a mandatory statutory remedy where the applicable law does not permit such a limitation.

9) Complaints and Dispute Resolution

If a complaint cannot be resolved directly with New kenshi, customers may consider the consumer assistance and dispute-resolution mechanisms available in Singapore, subject to their applicable eligibility and jurisdiction requirements.

Consumers Association of Singapore (CASE)

Where its services and eligibility requirements apply, consumers may approach the Consumers Association of Singapore (CASE) for assistance with consumer complaints and disputes.

Competition and Consumer Commission of Singapore (CCCS)

The Competition and Consumer Commission of Singapore (CCCS) administers the Consumer Protection (Fair Trading) Act.

CCCS does not generally act on behalf of individual consumers to obtain compensation or other private redress. CASE remains a first point of contact for local consumers seeking assistance with individual supplier disputes.

Small Claims Tribunals

The Singapore Small Claims Tribunals can hear certain eligible disputes involving contracts for the sale of goods and certain claims under the Consumer Protection (Fair Trading) Act, subject to monetary, time and jurisdictional requirements.

However, the Small Claims Tribunals cannot hear a claim against a respondent located outside Singapore.

10) Contact

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

11) Additional Consumer Rights — Singapore

11.1) No general statutory change-of-mind return right

Singapore's Lemon Law does not give a consumer a general statutory right to obtain a refund simply because the consumer has changed their mind about goods that conform to the contract.

The 14-day change-of-mind return policy offered by New kenshi is therefore a separate contractual benefit and applies according to the conditions stated in this Policy.

11.2) Non-conforming goods

Where Singapore's Consumer Protection (Fair Trading) Act applies and goods did not conform to the contract at the time of delivery, the consumer may have statutory remedies under the Lemon Law provisions.

11.3) Repair or replacement first

Subject to the statutory conditions, the consumer may require repair or replacement of non-conforming goods.

The remedy must be carried out within a reasonable time and without significant inconvenience.

The necessary statutory costs are borne by the seller.

11.4) Reduction in price or rescission

Where repair or replacement is impossible, disproportionate or is not provided within a reasonable time and without significant inconvenience, the consumer may be entitled to:

• Keep the goods and obtain an appropriate reduction in price; or
• Return the affected goods and seek rescission of the contract and the corresponding monetary remedy, subject to the applicable statutory conditions.

11.5) Six-month presumption

If a lack of conformity is established within six months after delivery, the statutory rules generally presume that the lack of conformity existed at the time of delivery unless that presumption is rebutted or is incompatible with the nature of the goods or defect.

11.6) Claims after six months

The expiry of six months does not itself mean that a consumer automatically loses all rights.

After the first six months, however, the consumer may need to prove that the relevant lack of conformity existed at the time of delivery in order to obtain a remedy under the Lemon Law.

11.7) Damage, misuse and wear and tear

The Lemon Law does not generally provide a remedy where the relevant problem was caused by the consumer, resulted from misuse or damaging unauthorised repairs, was disclosed before purchase, or results only from normal wear and tear.

11.8) Sale of Goods protections

Where applicable, the Sale of Goods Act may imply terms concerning the description, satisfactory quality and fitness for purpose of goods supplied in the course of business.

The availability and scope of any particular remedy depend on the applicable legislation and the circumstances of the transaction.

11.9) Contractual return conditions do not override statutory remedies

Requirements concerning:

• Original packaging;
• Unused condition;
• Photographs;
• A 48-hour reporting recommendation;
• Prior return authorisation;
• Customer-paid return shipping;

apply to the contractual change-of-mind return policy or administrative processing only and do not override a mandatory statutory remedy where the law provides otherwise.

11.10) Seller established in France

NOITAKY Matthieu is established in France.

The application of Singapore statutory consumer rules to a particular cross-border transaction may depend on the applicable law, jurisdiction and circumstances of the sale.

Nothing in this Policy is intended to exclude a mandatory Singapore consumer protection that applies to the transaction and cannot lawfully be excluded.