Return & Refund Info

At Hugo Knives™, customer satisfaction is our top priority. We want you to feel completely confident when shopping with us. If you are not entirely satisfied with your purchase, we are here to help with a transparent, clear, and compliant return and refund process.

1. The Return Window

You have a strict period of 30 calendar days from the official date of delivery to request a return or refund. If 30 days have elapsed since your package was delivered, we unfortunately cannot offer you a refund, credit, or exchange.

2. Return Eligibility Criteria

To ensure your return is accepted and processed successfully, the product must meet the following strict conditions:

• The item must be completely unused, unwashed, and in the exact same condition that you received it.
• The item must be returned in its original factory packaging, including all protective blade covers, inserts, boxes, and tags intact.
• You must provide a valid proof of purchase (your official order confirmation email or receipt number).

⚠️ IMPORTANT NOTE: Please do NOT send your purchase back to the manufacturer. All returns must be shipped to our verified corporate return address listed below.

3. Non-Returnable & Exempt Items

Due to health, safety, and hygiene regulations regarding culinary cutlery, the following items are strictly exempt from being returned:

• Any kitchen knife or culinary tool that has been used, tested on food, or shows any signs of wear and tear.
• Customized, engraved, or personalized items.
• Clearance items explicitly marked as final sale.
• Gift cards.

4. Damaged, Defective, or Incorrect Items

We take great pride in our quality control, but if an error occurs, we will resolve it immediately. If your item arrives damaged, defective, or if you received the wrong product:

1. Contact us immediately at contact@hugoknives.com within 48 hours of delivery.
2. Provide your order number alongside clear photographs or a short video showing the defect or damage.

Once verified, Hugo Knives™ will cover 100% of the replacement or return shipping costs and dispatch a brand-new item to you at no extra charge.

5. Return Shipping Fees & Address

*Recommendation: We strongly advise using a trackable shipping service or purchasing shipping insurance for valuable returns. We cannot guarantee that we will receive your returned parcel.

6. The Refund Process

Once your return parcel is received at our facility, our quality control team will inspect the item. We will send you an email to notify you that we have received your returned item and confirm whether your refund has been approved or rejected based on its condition.

• If Approved: Your refund will be processed immediately, and a credit will automatically be applied to your original credit card or payment method within 5 business days.

Late or Missing Refunds (If Applicable)

If you haven’t received your refund yet, please follow these steps before contacting us:

1. Review your bank account balance again.
2. Contact your credit card issuer; it may take some time before your refund is officially posted to your statement.
3. Contact your bank, as processing delays are common among financial institutions.

If you have completed all of these steps and still have not received your funds, please contact us at contact@hugoknives.com.

7. Order Cancellations & Delivery Disputes

• Cancellations: You can cancel or modify your order within a strict 12-hour window from purchase by emailing us. Once dispatched, the order cannot be canceled, and the standard return process must be followed.
• Non-Delivery Issues: If your order does not arrive within our maximum estimated timeframe (30 days), you are fully eligible for a free replacement or a full refund. All non-delivery claims must be submitted within 30 days after the estimated delivery window has passed.

8. Contact Customer Support

Our dedicated support desk is available to assist you with any policy questions or return requests:

• Email Support: contact@hugoknives.com
• Registered Corporate Office: Trading Identity: hygoknives.com
  
• Corporate Name: NIJI KNIVES LTD
  Demar House, 14 Church Road, East Wittering, Chichester, West Sussex, England, PO20 8PS.