At Kai Shop, we take pride in offering premium quality kitchen knives and accessories. We want you to be completely satisfied with your purchase. If for any reason you’re not happy with your order, we offer a straightforward returns and exchanges process.

Returns Policy

You may return most items within 15 days of receiving your order for a refund or exchange. To be eligible for a return:

  • The item must be unused and in the same condition as when you received it
  • The item must be in its original packaging with all protective materials intact
  • Proof of purchase is required

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or exchanged:

  • Used knives of any kind
  • Opened knife sharpening & maintenance products (honing steels, electric sharpeners)
  • Personalized or custom-ordered items

Returns Process

  1. Contact Us: Email our customer service team at [email protected] with “RETURN REQUEST” in the subject line within 15 days of receiving your order.
  2. Provide Details: Include your order number, the item(s) you wish to return, and the reason for return.
  3. Receive Instructions: We’ll email you within 2 business days with return authorization and shipping instructions.
  4. Package Securely: Carefully repackage the item(s) in their original packaging with all protective materials.
  5. Ship Back: Send the package to our returns center at the address provided in your return authorization email.

Exchanges

If you need a different size or style, we recommend returning the original item for a refund and placing a new order to ensure you receive your preferred item as quickly as possible.

Refunds

Once your return is received and inspected (typically within 5 business days of arrival at our facility), we’ll process your refund:

  • Original Payment Method: Refunds will be issued to the original payment method (Visa, MasterCard, JCB, or PayPal)
  • Processing Time: 3-5 business days after approval
  • Shipping Costs: Original shipping fees are non-refundable

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service as we cannot be responsible for items lost in transit.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage and your order number. We’ll arrange for a replacement or refund at no additional cost to you.

Return Request Template

Subject: RETURN REQUEST – Order #[Your Order Number]

Dear Kai Shop Customer Service,

I would like to request a return for the following item(s) from my order #[Your Order Number]:

Item Name(s):
Quantity:
Reason for Return:

Please advise on next steps for completing this return.

Best regards,
[Your Full Name]
[Your Contact Number]

Contact Us

For any questions about our returns policy, please contact our customer service team:

  • Email: [email protected] (include “RETURN QUESTION” in subject)
  • Postal Address: Kai Shop, 71 Pound Ln, Canterbury, GB CT3H 7DA