KIREAJI Return, Refund & Order Policy

Crafted with Care, Managed with Integrity

At KIREAJI, every knife is individually handcrafted by skilled artisans in Sakai, Japan, including the craftsmen of Shiroyama Knife Workshop.

We understand that purchasing a handcrafted Japanese knife from overseas may involve questions or uncertainty. From the time an order is placed through delivery and any concerns that may arise afterward, KIREAJI is committed to supporting our customers with care, fairness, and integrity.

Because each knife is made and finished by hand, minor variations in appearance, dimensions, sharpening, polishing, and finishing are a natural part of authentic Sakai craftsmanship.

For customer complaints or product concerns, KIREAJI generally resolves eligible cases without requiring the knife to be returned to Japan.

This policy explains our guidelines regarding order changes, cancellations, product concerns, handcrafted characteristics, refunds, international shipping, and customs.

1. Order Changes and Cancellations

Changes or cancellations may be accepted only if the order has not yet entered the preparation, customization, sharpening, or production stage.

The following orders cannot be changed or canceled once the applicable work or process has begun:

• Orders for which Honbazuke sharpening has already begun
• Custom or specially prepared items that have entered production
• Orders involving requested ferrule changes, special finishes, handle modifications, engraving, or other personalized specifications
• Orders that have already been shipped
• Orders refused because the customer does not wish to pay import duties, taxes, customs charges, brokerage fees, carrier fees, or other charges associated with importation or delivery

Because a knife may be individually prepared for each customer, please contact KIREAJI as soon as possible if you wish to request a change or cancellation.

2. Reporting a Concern After Delivery

If you believe there may be a problem with your knife, please contact KIREAJI within 7 days of delivery.

Please contact us before:

• Using the knife
• Sharpening or stropping it
• Polishing or refinishing it
• Disassembling or modifying it
• Attempting any repair

To evaluate the concern properly, we may ask you to provide:

• Clear photographs of the entire knife
• Close-up photographs of the area of concern
• A video, when helpful
• A detailed explanation of the issue
• Information about the condition in which the knife was received

Submitting a concern does not automatically establish that the knife is defective or that a refund or price adjustment will be provided.

Each case will be reviewed individually based on the available information.

3. Handcrafted Characteristics

Every KIREAJI knife is individually handcrafted and hand-finished.

As a result, minor variations from one knife to another are natural and should be expected.

Normal handcrafted characteristics may include, but are not limited to:

• Minor sharpening or polishing marks
• Fine scratches, lines, or surface marks resulting from hand-finishing
• Slight variations in mirror polishing, kasumi finishing, or other surface finishes
• Slight differences in blade shape, thickness, grind, geometry, engraving, or markings
• Minor variations in handles, ferrules, natural materials, saya, and fittings
• Small visual irregularities that do not materially affect safety, durability, cutting performance, or normal use
• Minor sharpening marks, fine scratches, or surface marks that may occur during Honbazuke or other hand-sharpening and hand-finishing processes

Honbazuke is performed by hand. Because the blade is manually sharpened and adjusted, slight sharpening marks, fine scratches, or subtle changes to the surface finish may occasionally occur during the process.

Such marks are not automatically considered defects when they fall within the normal range of handcrafted sharpening and do not materially affect the knife’s safety, durability, intended function, or cutting performance.

These characteristics are part of the handmade nature of authentic Sakai knives.

Minor cosmetic differences, normal finishing marks, and subjective preferences regarding appearance are generally not eligible for a refund or price adjustment.

4. What May Be Considered a Product Issue

A concern may be considered a product issue when there is a clearly confirmed problem that materially affects one or more of the following:

• Safety
• Structural integrity
• Durability
• Intended function
• Normal cutting performance

KIREAJI will review the photographs, videos, customer explanation, and any other relevant information provided.

When appropriate, KIREAJI may consult Shiroyama Knife Workshop or the relevant artisan for a professional opinion.

A customer’s description of an item as “defective” does not by itself establish that a defect exists.

The final determination will be made on a case-by-case basis after reviewing the available information.

5. No Return to Japan for Customer Complaints

For customer complaints or product concerns, KIREAJI generally does not require customers to return the knife to Shiroyama Knife Workshop in Japan.

Please do not send a knife directly to Shiroyama Knife Workshop or any artisan unless KIREAJI has specifically instructed you to do so.

Unauthorized shipments may be refused.

KIREAJI cannot be responsible for shipping charges, customs charges, duties, taxes, brokerage fees, storage fees, return shipping costs, or other expenses resulting from an unauthorized shipment.

This approach is intended to avoid unnecessary international shipping, customs complications, additional costs, and additional risk to both the customer and the artisans.

6. Resolution of Confirmed Issues

If KIREAJI determines that an appropriate remedy is warranted, we may offer one of the following depending on the circumstances:

• A full refund
• A partial refund or price adjustment
• Another reasonable resolution agreed upon between KIREAJI and the customer

The appropriate resolution will be determined by KIREAJI after considering factors including:

• The nature and severity of the confirmed issue
• Whether the issue materially affects function, safety, durability, or normal use
• The condition of the knife
• The information and evidence provided by the customer
• Any relevant professional input from Shiroyama Knife Workshop or the artisan

A refund, partial refund, or price adjustment is not automatically provided simply because a customer raises a concern.

Each situation will be reviewed fairly and individually.

7. Cases Generally Not Eligible for Refund or Price Adjustment

The following are generally not eligible for a refund or price adjustment:

• Change of mind
• The knife being different from what the customer personally imagined or expected
• Ordering the wrong size, knife type, steel, handedness, finish, handle, or specification
• Normal handcrafted characteristics described in this policy
• Minor cosmetic differences that do not affect normal use
• Subjective dissatisfaction with polishing, appearance, sharpening marks, or finishing that falls within the normal range of handmade craftsmanship
• Minor scratches, sharpening marks, or surface marks resulting from Honbazuke or other hand-sharpening or hand-finishing processes, provided they do not materially affect safety, durability, intended function, or cutting performance
• Damage occurring after delivery
• Damage caused by improper use
• Damage caused by sharpening, stropping, polishing, modification, disassembly, or repair performed by the customer or another party
• Rust, corrosion, staining, or damage resulting from improper cleaning, drying, storage, or maintenance
• Damage caused by using the knife for a purpose for which it was not designed
• Issues reported after substantial use where the condition cannot reasonably be attributed to the original condition of the knife

If you are uncertain whether your concern qualifies, please contact KIREAJI. We will review the matter carefully and fairly.

The original policy already excludes normal handcrafted marks and subjective dissatisfaction with sharpening or finishing; the revised version makes Honbazuke-related minor marks explicit rather than merely implicit.

8. Refund Method

When a refund or price adjustment is approved:

• Refunds will normally be processed through the original payment method whenever reasonably possible
• Processing times depend on the payment provider, bank, or credit card company
• Partial refunds or other approved adjustments may be processed through PayPal or another method selected by KIREAJI

Unless otherwise specifically approved by KIREAJI, the following are generally non-refundable:

• Original shipping charges
• Import duties
• Taxes
• Customs charges
• Brokerage fees
• Carrier fees
• Currency conversion costs
• Other expenses paid to third parties

Payment processing fees, currency conversion, exchange-rate differences, PayPal fees, or other third-party charges may result in a small difference between the original amount paid and the final amount received.

9. International Shipping and Customs Policy

Customers are responsible for understanding the import requirements, restrictions, duties, and taxes applicable in their country or region before purchasing.

Unless otherwise stated by KIREAJI:

• Import duties, taxes, customs charges, brokerage fees, and local handling fees are the responsibility of the customer
• Customs regulations and import requirements vary by country and region
• Customs authorities may inspect, delay, restrict, return, seize, abandon, or destroy a shipment
• KIREAJI cannot control the decisions or processing times of customs authorities
• Orders refused because duties, taxes, customs charges, brokerage fees, carrier fees, or other required charges were not paid are not eligible for cancellation or refund
• Delays caused by customs inspections, import regulations, or local authorities do not automatically qualify an order for cancellation, refund, or compensation

Orders are shipped using a tracked shipping service.

The carrier and expected delivery time may vary depending on the destination, available service, and international shipping conditions.

Estimated delivery times are not guaranteed and do not include delays caused by customs, local authorities, weather, transportation interruptions, carrier disruptions, or other circumstances outside KIREAJI’s reasonable control.

10. Customers Who Purchased Before This Policy Change

Customers who purchased a KIREAJI knife before this policy was updated are welcome to contact us regarding any previously communicated service or support arrangement.

Each situation will be reviewed individually.

Please do not send a knife to Shiroyama Knife Workshop or an artisan without prior consultation and specific instructions from KIREAJI.

11. Our Commitment

Every KIREAJI knife represents the skill, tradition, and pride of Sakai’s artisans.

We take every customer concern seriously and will review each case with care, fairness, and respect.

At the same time, we believe it is important to distinguish between a genuine product issue and the natural characteristics of an individually handcrafted knife.

Our goal is to provide a fair and transparent process that protects:

• Our customers
• The artisans of Shiroyama Knife Workshop
• The cultural value of authentic Sakai craftsmanship
• The long-term trust between KIREAJI and every knife owner

When a genuine issue is confirmed, we will make every reasonable effort to provide an appropriate and fair resolution.

Thank you for helping us preserve the honesty, integrity, craftsmanship, and trust that define KIREAJI.

A Fair Policy That Protects Both Craftsmanship and Customer Trust

Clear expectations help protect both the customer and the artisan.

By carefully reviewing each concern individually, we aim to provide a responsible and trustworthy experience while preserving the unique character of genuine handcrafted Sakai knives.

Nothing in this policy is intended to limit or exclude any consumer rights or remedies that cannot legally be limited or excluded under applicable law.