Refund policy

Returns

We want you to be happy with every purchase. If you change your mind, you may return an item within 30 days of delivery, provided it is unused, undamaged, and in its original packaging.

Knives

Unused and undamaged, with the edge unsharpened and un-altered
In its original packaging, including any box, pouch, or Certificate of Authenticity
Not a customized, engraved, or made-to-order item

For hygiene and safety reasons, we cannot accept returns on knives that show any sign of use, sharpening, or modification. Limited edition and serialized pieces (such as the WE Reveille) can only be returned if the numbered seal and Certificate of Authenticity are fully intact.

Drinkware

Unused, unwashed, and free of any liquid residue or odour
With all lids, straws, seals and packaging included
Not personalised, engraved, or branded to order

For hygiene reasons we cannot accept returns on drinkware that has been used, washed, or had a beverage in it.

Cooler Boxes

Unused, clean and dry, with baskets, dividers and all fittings included
In its original outer packaging, which you should keep until you are certain you are keeping the item

Cooler boxes are oversized freight items. Where a return is due to a change of mind, the cost of return freight is for your account and will be quoted before collection is arranged. Please contact us before returning a cooler box — do not send it back unannounced.

To start any return, contact us with your order number and reason for return. Once approved, we'll provide instructions for sending the item back. Return shipping costs are the customer's responsibility unless the return is due to our error or a faulty item.

Pre-orders and Arriving Soon Items

Some items are listed for pre-order before stock lands in our warehouse. Pre-orders may be cancelled for a full refund at any time before the item is dispatched — simply contact us with your order number. Once the item has shipped, our standard 30-day return terms apply.

Estimated arrival dates shown on pre-order listings are supplier estimates and may shift. We'll keep you updated if a date moves materially, and you may cancel for a full refund at any point during a delay.

Damaged or Incorrect Items

Please inspect your order on arrival. If an item arrives damaged, defective, or incorrect, contact us within 48 hours with photos of the item and packaging, and we'll arrange a replacement, exchange, or refund at no cost to you.

Manufacturer Warranty

As an authorised dealer for WE Knife Co., CIVIVI, SENCUT and KUGA, every product we sell carries the manufacturer's warranty against defects in materials and workmanship.

Knives — WE Knife Co., CIVIVI, SENCUT

Covers inter alia lock failure or pivot issues arising from a manufacturing defect.

KUGA Drinkware and Cooler Boxes

KUGA products carry a tiered manufacturer warranty:

Flasks, tumblers and mugs: 2 years
Cooler boxes: 5 years

This covers inter alia defects in materials and workmanship, including failure of the vacuum insulation seal on drinkware and defects in the rotomoulded body, hinges or latches on cooler boxes.

What warranties do not cover

Across all brands, the manufacturer's warranty does not cover:

Normal wear and tear, including blade dulling, scratches, dents, and finish fading
Damage from misuse, drops, prying, or use outside the product's intended purpose
Rust or corrosion from improper care
Unauthorized disassembly, sharpening damage, or modification
Damage caused by dishwashers, freezing, or exposure to open flame on drinkware
Loss of insulation performance caused by impact damage to a flask or cooler

To submit a warranty claim, contact us with your order number, details of the claim, and photos. We'll guide you through the manufacturer's warranty process and claim procedure. The manufacturer will advise on the timeline for the warranty claim once the claim is submitted.

Refunds

Once we receive and inspect your return, we'll notify you of the outcome. Approved refunds are issued to your original payment method, typically within 5–10 business days, depending on your bank or card provider.

Age Restriction

South African law restricts the sale of knives to persons 18 years and older. By placing an order, you confirm that you are 18 or older. We reserve the right to request proof of age before dispatching an order.