Refund policy
Effective Date: June 12, 2026
1. Our Commitment
We stand behind everything we make. If something is wrong with your order, we will make it right. This policy sets out your rights and our process for returns and refunds.
2. Standard Return Window
You have 30 calendar days from the date your order is marked as delivered by the carrier (as shown in your tracking record) to request a return. To be eligible, items must be:
• Unused and in their original condition
• In the original packaging with all accessories included
• Accompanied by proof of purchase (order number or confirmation email)
To initiate a return, contact us at service@tacray.com before sending anything back. Items returned without prior authorisation will not be accepted.
Industry context: The 30-day return window is standard across leading EDC knife brands (CIVIVI: 30 days; KnifeCenter: 60 days for standard items; Knife Depot: 30 days). Tacray's policy is fully aligned with industry practice.
3. Defective or Incorrect Items
If your order arrives defective, damaged, or incorrect, please contact us at service@tacray.com within 7 calendar days of the delivery date shown in tracking, with a description and photos. We will cover return shipping costs for verified defects and will offer a replacement or full refund at your choice.
4. Change-of-Mind Returns (Non-Defective)
We accept change-of-mind returns within the 30-day window under the following conditions:
• The item must be unused and in its original packaging.
• All return shipping costs — including international freight, customs duties, and any import fees on the return shipment — are the sole responsibility of the customer.
• Refunds will be processed only after the returned item has been received and inspected at our warehouse.
• Items showing signs of use, or returned without original packaging, will not be eligible for a refund.
5. Return Address
Please obtain return authorisation from us first (service@tacray.com), then ship to:
2/F, Building B5, Yaojun Logistics Park
Yudong 3rd Road, Yangdong District
Yangjiang City, Guangdong Province, China
Contact: Guan Tianying | Tel: +86 139 0246 9250
Note: Given the cost of international return shipping to China, we recommend exploring local resale as a practical alternative — our products are well-regarded in the EDC community and typically retain good resale value.
6. Refund Processing
Once we receive and inspect the returned item, we will notify you by email. If approved:
• Refunds will be issued to your original payment method within 14 calendar days of receiving the return.
• The original outbound shipping cost (where applicable) is non-refundable, as it is a logistics cost already incurred.
• If your order qualified for free shipping (orders over $89), no shipping amount will be deducted from the product refund — however, return shipping costs remain your responsibility.
7. Non-Returnable Items
The following items cannot be returned:
• Custom or personalised orders
• Gift cards
• Items explicitly marked as final sale at the time of purchase
Important: EU customers retain their right of withdrawal regardless of sale status. Please see Section 8.
8. EU Customers — Right of Withdrawal
If you are located in the European Union, you have the right to withdraw from your purchase within 14 calendar days of physically receiving your order, without giving any reason. This statutory right under EU consumer protection law cannot be waived or limited by any other clause in this policy.
How to exercise your right: Email us at service@tacray.com with your name, order number, and a clear statement that you wish to withdraw. You may also submit a request directly via our EU Withdrawal Request form at tacray.com/pages/eu-withdrawal-request. Once submitted, you will see an on-screen confirmation that your request has been received.
Return shipping: The cost of return shipping is borne by the customer. Please use a trackable shipping method, send us the tracking number, and ship to the address in Section 5.
Refund timeline: Once we receive the returned item in its original, unused condition, we will issue a full refund of the product price within 14 calendar days. The original outbound shipping cost is non-refundable.
Orders in transit: The 14-day withdrawal period begins on the day you physically receive the goods, not the purchase date. If you contact us before receiving your order, we will acknowledge your request, but the return process can only begin once the goods are in your possession.
Sale items: EU customers retain their full right of withdrawal regardless of whether the item was purchased at a discounted or sale price.
9. Exchanges
We do not process direct exchanges. The fastest way to get a different item is to return your original order (once approved) and place a new order.
10. Contact
For any questions about returns or refunds, contact us at service@tacray.com. We typically respond within 3 business days.