Refund policy

Returns

We offer a 70-day money-back guarantee on products purchased directly from Dalstrong.com. For new international orders shipped through Passport, the customer pays the direct return-shipping cost for change-of-mind returns where disclosed before purchase. We honor the terms offered when you placed your order, including free-return and shipping-refund promises on earlier orders. These customer-paid return costs do not apply to faulty, damaged, incorrect or misdescribed goods, or where applicable law requires us to bear the cost. Damage caused by misuse, accidents after delivery or deliberate damage is not treated as a product defect. Your statutory consumer rights remain unaffected.

In order to qualify for the limited lifetime warranty you must be a member of Dalstrong Elite. The lifetime warranty guarantee on cutlery is against manufacturing defects in material and construction and to perform as advertised when properly used and maintained. The Limited Lifetime Warranty is non-transferable and does not extend to normal signs of wear, rust, damage or breakage due to improper use (dropping, cutting hard surfaces, prying, etc.), improper maintenance, accidents, or loss or theft.

To request a return, email info@dalstrong.com with your name, order number and the items you wish to return. No reason or photos of a fault are required for a change-of-mind return. Contact us before purchasing a return label so we can confirm the appropriate return route. If we arrange a customer-paid label, we will confirm its cost for your agreement before purchase; we will not automatically deduct an unagreed label charge from your refund.

Non-returnable items include:

Gift cards

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted (if applicable)

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@dalstrong.com.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@dalstrong.com

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

 

UK and EU statutory cancellation rights

The statutory cancellation provisions below take precedence over conflicting general terms concerning approval, inspection, timing, delivery fees or store credit. Statutory refunds use the original payment method unless you expressly agree otherwise, without a reimbursement fee.

What are my cancellation rights in the UK?

For eligible online purchases, you may cancel without giving a reason up to 14 days after the day you receive your goods. If an order is delivered separately, the period runs from receipt of the last item. You may also tell us you wish to cancel before delivery. Email info@dalstrong.com with your name, order number and a clear statement that you wish to cancel. A reason or photos of a fault are not required.

Send the goods back within 14 days after telling us you are cancelling. For new international orders shipped through Passport, you pay the direct cost of a change-of-mind return where this was disclosed before purchase. We honor any free-return terms offered when you purchased. Contact us for the appropriate return route and retain proof of sending. These cost terms do not apply to faulty, damaged, incorrect or misdescribed goods, or where applicable law requires us to bear the cost.

We will refund without undue delay and within 14 days after we receive the goods back or you provide evidence of sending them back, whichever is earlier. If we offer to collect the goods, the deadline is 14 days after you tell us you are cancelling. For cancellation of your whole order, the refund includes the least expensive standard delivery charge; any premium delivery surcharge is excluded.

These rights are subject to applicable legal exceptions and do not replace our 70-Day Guarantee or your rights when goods are faulty, damaged or not as described.

What are my withdrawal rights in the European Union?

For eligible online purchases, you may withdraw without giving a reason up to 14 days after the day you receive your goods, or the last item if an order is delivered separately. You may also notify us before delivery. Email info@dalstrong.com with your name, order number and a clear statement that you wish to withdraw. A reason or photos of a fault are not required.

Send the goods back within 14 days after notifying us. For new international orders shipped through Passport, you pay the direct cost of a change-of-mind return where this was disclosed before purchase. We honor any free-return terms offered when you purchased. Contact us for the appropriate return route and retain proof of sending. These cost terms do not apply to faulty, damaged, incorrect or misdescribed goods, or where applicable law requires us to bear the cost.

We will refund without undue delay and within 14 days after receiving your withdrawal notice. Unless we offer to collect the goods, we may withhold the refund until we receive the goods back or you provide evidence of sending them back, whichever is earlier. For withdrawal from your whole order, the refund includes the least expensive standard delivery charge; any premium delivery surcharge is excluded.

These rights are subject to applicable legal exceptions and do not replace our 70-Day Guarantee or your rights when goods are faulty, damaged or not as described.