Returns & Refunds

You can cancel your order free of charge [TO CONFIRM: until when an order can be cancelled (for example before production starts)]. Write to us at [TO CONFIRM: customer service email (Shopify currently shows contact@vinylacy.com)] or through our contact form with your order number. We refund the full amount paid, including delivery, to your original payment method.

We may cancel an order, with a full refund, if you do not provide a permit required for your country, or a proof of age or identity we ask for, within a reasonable time, or if delivery to your country becomes impossible or unlawful.

If you are a consumer living in the European Union, the European Economic Area or the United Kingdom, the law gives you, in principle, 14 days to withdraw from a distance purchase without giving a reason. The period starts on the day you, or a person you name other than the carrier, take physical possession of the goods.

Made to order exception. The right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised. Each KTN katana is produced to the configuration you choose, so this exception may apply to your order. Whether it applies depends on the facts of each order, and we will not rely on it where the law does not allow it. [TO CONFIRM: lawyer review of the made to order exception, and whether KTN wants to offer returns anyway]

Where the right applies:

1. Tell us of your decision before the 14 days end, by email to [TO CONFIRM: customer service email (Shopify currently shows contact@vinylacy.com)] or by post to [TO CONFIRM: registered address (Shopify currently shows: Rakez Business Center, Bangkok 10150, Thailand)]. You can use the model form at the end of this page, but you do not have to.
2. Send the katana back, after agreeing the shipping arrangements with us, no later than 14 days after telling us.
3. We refund all payments received from you, including the standard delivery cost, no later than 14 days after we receive your notice. We may wait until we receive the goods back, or until you show proof that you have sent them, whichever is first. We use the same payment method you used, unless you agree otherwise, and you pay no fee for the refund.

You pay the direct cost of returning the goods [TO CONFIRM: who pays return shipping]. Because a katana must be shipped by a carrier that accepts swords, and may need an export declaration, this cost can be significant. You are liable for any reduction in value caused by handling beyond what is necessary to check the nature, characteristics and functioning of the goods, for example cutting tests, sharpening or removing the fittings.

When a return is accepted, the katana must come back:

• unused, without cutting tests, marks, fingerprints on the blade or rust;
• with every part and accessory delivered, such as the saya (scabbard), the bag or case, the stand and any document;
• with the blade lightly oiled and sheathed, and the item packed in its original packaging or packaging of the same protective quality, so that the edge and the point cannot pierce the box;
• with a tracked and, where possible, insured service, using the shipping arrangements we agree with you.

A return goes from your country back to the forge in China, at the address we give you: [TO CONFIRM: address in China for returned katanas]. It is an export from your country and an import into China. Some countries require an export declaration or permit for a sword, and the carrier will ask for a customs declaration marked as a returned item. Postal services in China do not accept swords, so the return must travel with a carrier or forwarder that accepts bladed items, which we agree with you. We will tell you what we know, but you are responsible for the formalities of your own country.

Import duties and taxes you paid when the katana entered your country were paid to your customs authority or to the carrier, not to us, so we cannot refund them. In many countries, including in the European Union, you can ask your customs authority for a refund of import duty and VAT when goods are returned to the seller. Keep the export proof and the carrier documents.

If your katana arrives damaged, has a defect, or does not match your configuration, you are always entitled to a remedy, whatever the made to order exception. Please:

1. contact us [TO CONFIRM: deadline to report transport damage] with your order number, a description and clear photographs of the item and of the packaging;
2. keep the item and all packaging, and do not use or try to repair it;
3. wait for our instructions: we may ask for more photographs or a video, and we will arrange the collection or the return at our cost where it is needed.

We will then repair or replace the item, or refund it if repair and replacement are not possible or not proportionate. If you are a consumer in the European Union, the legal guarantee of conformity of two years applies, and in other countries the guarantees of your national law apply. Commercial warranty: [TO CONFIRM: commercial warranty length and scope].

Not covered: damage caused by misuse, impacts, drops, cutting tests, sharpening, polishing or disassembly, rust or stains caused by a lack of care, normal wear, and the small natural variations of hand finished parts.

Refunds are made to the payment method used for the order, in the currency in which you paid. The amount credited may differ slightly from the amount paid if your bank or card issuer applies a different exchange rate on the day of the refund; we do not control those rates.

Once a refund is sent, the time it takes to reach your account depends on your bank or payment provider.

Unless the law of your country gives you a right to it, no refund is due when:

• the item was made to your configuration and no right of withdrawal applies, and the item has no defect;
• the item has been used, tested on any material, sharpened, altered or damaged after delivery;
• a parcel was seized, destroyed or abandoned because a permit you were required to obtain was missing or invalid, because you gave false information, or because you refused to pay duties, taxes or fees (see Article 14 of our Terms of Sale).

Most problems at customs happen when a permit is missing. Before you order, check the result for your country. Countries marked as not delivered are blocked, and orders to countries delivered with conditions are shipped only once the condition is met.

For any cancellation, return or problem with your order: [TO CONFIRM: customer service email (Shopify currently shows contact@vinylacy.com)], [TO CONFIRM: customer service phone number], or our contact form. Please include your order number.