Refund and Cancellation Policy
Contact Us
If you have any questions or need assistance, contact us at contact@kenseiforge.com. We usually respond within 24 hours (one business day).
Return Policy
You have 30 days from the date of delivery to request a change-of-mind return. After this period, we cannot offer refunds or exchanges for change-of-mind.
To be eligible, items must be unused, in their original condition, and in the original packaging. Proof of purchase and clear photos may be required.
Please note: Minor variations and small imperfections are normal with handmade items. Any modification or alteration voids the warranty for change-of-mind returns.
Australian Consumer Law (Your Rights)
Nothing in this policy limits your rights under the Australian Consumer Law. You are entitled to a repair, replacement, or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure—this applies regardless of sale status or customisation.
Cancellations
Orders can be cancelled only before shipment. Email us as soon as possible. We cannot guarantee cancellation once the parcel has been handed to the carrier.
Refunds
Once we receive and inspect your return, we’ll notify you of the approval or rejection. If approved, the refund will be issued to your original payment method within a few business days.
Shipping fees are non-refundable for change-of-mind returns or if a package is unclaimed/refused; any return-to-sender costs may be deducted from the refund, except where the return is due to our error or an ACL remedy.
Late or Missing Refunds
- Check your bank account and contact your card issuer—some banks take several days to process refunds.
- If nothing appears after 6 business days from our confirmation, email us at contact@kenseiforge.com.
Sale Items
Change-of-mind refunds are not available for sale items unless otherwise stated. This does not affect your ACL rights: faulty goods (major or minor failure) remain eligible for repair, replacement, or refund.
Exchanges & Replacements
We accept exchange or replacement requests within 30 days of delivery for unused, undamaged items (change-of-mind). If your item is defective, damaged in transit, or incorrect, email us with photos—ACL remedies will apply.
Customized or Engraved Products
Customized or engraved katanas are final sale for change-of-mind once preparation has begun. However, ACL remedies still apply if the product is faulty or not as described.
Gift Cards
Gift cards are non-refundable and cannot be returned, except where required by law.
Returns Shipping
Contact us first to obtain the return address and an RMA reference. We strongly recommend using a tracked service and sharing the tracking link for faster processing.
For change-of-mind returns, return shipping is the buyer’s responsibility. For items valued over A$75, we recommend purchasing insurance. We are not responsible for lost or damaged returns—claims must be filed with the carrier.
Customs and Import Fees
Orders imported into Australia may be subject to GST, duties, or clearance fees assessed by the Australian Border Force or your local authority. These charges are not included at checkout and are payable by the buyer.
If customs fees are refused or unpaid and the parcel is returned to us, original shipping and return costs may be deducted from any refund for change-of-mind, except where the return is due to our error or an ACL remedy.