Their policy on returns from their website is: If you have decided you are not happy with the knife and just want a store credit, send it back and we will issue a store credit minus our actual shipping costs (whether built into the price of the item or not). If we feel any particular customer is abusing this policy or returns just get too common for a particular customer, we reserve the right the deduct a 15% restocking fee from the credit. If you want a refund on the purchase price of a personal preference return item, the actual shipping cost incurred by us will be held out. Regardless of which of these methods are used, there will only be a 14 day allowance after purchase of the product to notify us; and once the return is authorized, a strict 10 day allowance to get it back to us. All of these policies are dependent on the product being exactly as it left our facility. Any warranty on a product with noticeable usage or modifications will have to be handled with the maker.
Their policy on defective items: Defective Items: The term “defective” has gotten very liberally used over the last few years for some reason. If there is a defect, either the factory or CollectorKnives will resolve it. But small cosmetic issues that neither the factory nor CollectorKnives considers defects will be treated as personal preference issue. For example, if a blade is not “perfectly” centered but is not rubbing the liners. Or slab materials that contain natural variations in color / texture caused by density, etc. Rest assured, we will always offer a solution, but we are not going to get into the cross shipping game to let you pick thru our stock one knife at a time until that “perfect” knife shows up.
Then there is AGRussell:
We guarantee total satisfaction. You, the customer, decide what satisfaction is. You decide how long you are entitled to be satisfied. If you buy a knife and don't use it for ten years and when you do use it you want to return it, do so. If you think that a knife should provide good service for ten years and it only does so for seven years, tell us so. You are in charge of our guarantee. Does anyone pick up one of our knives in a flea market or pawnshop and send it to us saying, give me a new knife for this? Yes, two or three a year do this. They misunderstand our guarantee, they are not our customer. The customer obviously felt that the knife had served its purpose and traded or sold it to somebody else. Sears and Wal-Mart once had guarantees as strong as ours, but abuse forced them to change. We have an advantage over them. Our customers are not the general public, they are people who like fine knives and are for some reason, special. We have the greatest, most trustworthy customers in the world. We can afford the world’s strongest guarantee.
