Refund policy

Last updated 24 March 2025

A knife is a thing you have to hold to judge. If it is not the right one, tell us within 30 days of delivery and we will take it back.

The short version

30 days from the delivery date to tell us you want to return something.
Items must be unused and in their original packaging, with the blade sheath.
Email info@pilvarox.com with your order number and which items. We will reply with the correct return address — please do not post anything before you have it, because it differs by country.
Return postage is yours unless the item is faulty, damaged or not what you ordered, in which case it is ours.

Decide before you cut with it

This is the one thing worth saying twice. Unbox the knife, take the sheath off, hold it, look at the balance and the length against your board. All of that is fine and none of it stops a return.

What stops a return is use. Once a blade has been through food it cannot be resold as new, and we cannot take it back. If you are unsure, email us a photograph of your board and worktop before you cut anything — that costs nothing and takes a day.

Refunds

Once the return reaches us we inspect it and refund within 10 business days, to the original payment method. Your bank may take a few days more to show the credit. We email you when the refund is issued.

Original outbound shipping is refunded only where the whole order was faulty, damaged or wrongly sent. Where you paid a shipping charge and are returning part of an order, that charge is not refunded. Where your order qualified for free shipping over $150 and a partial return takes it below $150, we do not claw the shipping back.

Damaged on arrival

Send a photograph of the damage and of the carton to info@pilvarox.com within 14 days of delivery. We will send a replacement, and you will not need to post the damaged item back unless we ask.

What is not a fault

Fine grinding lines visible in the satin finish. That is what a brushed finish is.
Slight variation in the colour or weave pattern of the linen micarta between knives. It is a pressed natural fibre.
The micarta darkening with use. It will, and it will not come back.
An edge that dulls with use. That is sharpening, not a defect — see Care & Sharpening.
Rust spots on a knife that was left wet. Stainless resists rust; it is not rustproof, and we say so on every product page.

A blade that chips in normal use, a loose or proud brass pin, a scale that lifts from the tang, and a handle that cracks are faults, and we replace them.

Items we cannot take back

Any knife that has been used to cut anything.
A whetstone that has been soaked or used. Once a stone has been worked on it is second-hand.
Items returned without their packaging and blade sheaths.
Anything returned more than 30 days after delivery without prior agreement.

Exchanges

We do not process direct exchanges. Return the item for a refund and place a new order — it is faster than holding stock against an incoming parcel.

Your statutory rights

If you are in the United Kingdom or the European Union you have a right to withdraw from the contract within 14 days of receiving the goods, without giving a reason. That right sits alongside the 30-day policy above, not instead of it, and nothing here limits your statutory rights.

Cancelling an order

If your order has not shipped, email us with the order number and we will cancel and refund it in full. Once it is with the carrier we cannot recall it, but you can return it under this policy.