Refund policy

Refunds

To showcase our faith in the quality of our products, and to adhere to our standards of customer satisfaction, we ask that our customers contact us immediately should any issue with our products arise. You must email us within 14 days of receipt of the item with pictures of any damage or issues regarding the product.

Once we have reviewed the images and determined that the product is defective or of unsatisfactory quality, we will replace the item and/or work with you to ensure you receive an item that you are completely satisfied with.

Refunds are only offered if a replacement is not available as the smith is paid in full at the time of production for both his time and allocation of materials. In general, refunds will be offered in store credits unless there are exceptional circumstances.

Cancellations

If you wish to cancel your order, you must submit the cancellation request to our email address (info@hatanosen.com) within 24 hours of placing your order, as orders are unable to be cancelled once the smith has allocated materials and begun work on the piece. If you are unable to get in touch with us via email, please contact us via our social media accounts on Facebook or Instagram. As the smith is paid for his time upon order placement, we do not offer price adjustment or protection as a general rule of thumb. 

In addition, please note that orders specifying custom designs (engravings or special sizes etc.) are not able to be refunded or cancelled. If you order an custom engraving but fail to submit an engraving request to us, your order will be placed on hold indefinitely until a request is submitted. As the piece will be created and held pending an engraving, such orders will not be eligible for cancellation or a refund.

Resizing

If you have ordered a wrong size in error and would like a new size to be sent to you, please note that there will be a reforging fee (that depends on the piece to be reforged) that ranges from $15 - $85.

Please reach out to a member of our support team if you need to return a product.