All returns must be initiated within 60 days of the originial purchase, and you must contact us via phone at 1-866-333-4445 or via email at MDye@newgraham.com to initiate the return and receive an RMA number. Products must be returned in new condition including all of the manufacturers original packaging, paperwork, and anything else that was included in the manufacturers packaging such as stickers, tools, warranty cards, etc. You are more than welcome to keep any New Graham Knives swag that we include with the order, we just need everything that the knife originally came with from the manufacturer. If you are returning the item simply because you do not wish to keep it, then return shipping is the responsibility of the buyer. We can provide you with a prepaid shipping label for the return if you wish, however the return shipping amount will be deducted from your return in that case. If the reason for the return is because we messed something up on our end such as we sent you the wrong item, item received was not as described, or the item was damaged, then we will cover the costs of return shipping.
If you find an issue with the knife when you receive it, please let us know immediately. Please do not disassemble the knife, or try to fix the issue on your own as this will result in us not being able to issue a refund.
Once we receive the item and we have inspected it, we will issue you a full refund minus any shipping costs. For instance, if the item cost $200.00 and we paid $5.00 to ship it then you will receive a refund of $195.00. However, if the item is being returned due to a mistake on our end we will refund your entire purchase price. We do not expect our mistakes to cost our customers a single penny. If it is found that the item has not been returned in new condition or anything included from the manufacturer is missing or damaged, then the item will be shipped back to the customer at their expense.
If there is an issue with your product and it needs to be returned to the manufacturer for warranty service, we will be more than happy to provide you with any information you may need. We can provide contact numbers, shipping addresses, or any other information that you might need to get the process started. Most manufacturers have excellent warranties and are committed to taking care of their customers so you can rest assured that they will take care of your issue.
If you would rather have an exchange than a refund, we are more than happy to do that as long as we have stock on hand to replace the item being returned. We will ship out the replacement item as soon as we receive the defective item back here at our location. In certain cases we may ship our product out before the item has arrived back here, but that is on a case by case basis. We have received rocks, broken knives, and boxes full of nothing that were sent back as "returns" in the past which is why it is only on a case by case basis.
If you do have to ship an item back to us, please package it securely and put your RMA number somewhere on the outside of the shipping box/bag or throw a note in the package with the RMA number on it. Your refund or exchange will be delayed if you do not include the RMA number, since we will have to search through our records to find the original order in order to do the refund/exchange.