Returns Policy

We offer a 10 day right of return (for refund or replacement) on products in stock.  No returns will be accepted after 10 days from delivery date, other than faulty products.  Whether to accept the return of an item is at the discretion of Mercer Metal Craft & Edge Works.  

We must receive the returned item in its original condition and with original packing.  Original condition means unaltered condition - unsharpened, unmodified, with all original assembly intact.  We do not accept return of items that show wear, carry, modification or misuse/abuse.

To start a return, please contact us by email to notify of the intent to return an item along with a reason for return.  We will provide an address for returning your item.  We expect the item for return to be shipped within 7 days of notification of intent to return.  Items should be securely packaged and sent by tracked delivery only.  We do not accept responsibility for loss or damage occurring in transit.

By placing an order, you are confirming your acceptance of the conditions in our Returns Policy.

Further information on returns is covered below.  Please contact us for any other return questions.

Damaged & Defective Items

Please inspect your order upon receiving and contact us immediately if the item is damaged or defective so we can follow up with best endeavours to make it right.

If your parcel is damaged during transit, please contact us immediately upon receiving the item and email through photos of your parcel so we can follow up.  Claims for any damage (or loss) in transit will be made against the shipping carrier.

The customer is responsible for the cost of shipping the returned item, unless agreed otherwise.  We will endeavour to repair or replace a defective item within 14 days of receipt of the item.

Exchanges

We can accept exchanges for items, but the customer is responsible for shipping costs to and from. 

We recommend you return the item you have, and once the return has been accepted, make a separate purchase for the new item.  Subsequent freighted replacement is also paid by the customer.  

We do not charge a restocking fee associated with an exchange for another product in stock.  This offer excludes any custom-crafted items as these will have been made according to your specific design instructions.

Incorrect Orders

It is possible that we may have accidentally shipped you a wrong package.  If we have made a mistake, we will correct the error at no extra expense to you.  Please contact us so we can follow up with best endeavours to make it right.

Exceptions/Non-Returnable Items

We do not accept returns for products on sale and clearance, or gift certificates.

Certain types of products cannot be returned for refund, i.e., custom-crafted items, as these will have been made according to specific design instructions.  The customer is responsible for providing the correct measurements for custom-crafted items. 

Please be aware that products are handmade so while we can make an item similar to another one made previously, it may not be to down to millimetre specifics; no two products will ever be exactly the same.

Please contact us if you have questions or concerns about your specific item. 

Refunds

We will notify you once we’ve received and inspected the product you have returned, and let you know if the refund was approved (or not, and the reason(s) why).  

If approved, you’ll be refunded on your original payment method.  These are normally processed within five working days. 

Please remember it can take time for your bank (or credit card company) to process the refund too.

Guarantee

Due to the nature of handcrafting subtle variation between products is expected.

Our items are crafted to be durable and to stand the test of time, however, they require proper care and respectful use.  Therefore, our guarantee does not cover misuse, neglect or surface rust (all high carbon knives must be washed and dried immediately after use).

In the unlikely event of the failure of an item, that is not related to general wear and tear, we may provide repairs (or replacement for beyond repairs) at no extra expense to you.  This is evaluated on a case by case basis.  

If your product is damaged due to misuse, please contact us.  We may be able to repair the item at your expense.