Refund and Returns Policy

International Retail Refund and Returns Policy

Last updated: August 6, 2026

This Refund and Returns Policy applies only to international retail purchases made directly from Hikari Chef Knives, operated by Verimix Ltd.

This policy does not apply to wholesale, dealer, distributor or other business-to-business purchases. Wholesale and business purchases are subject to the terms agreed separately for each order.

1. Product prices, shipping quotations and manual orders

Product prices displayed on the website are international retail prices unless otherwise stated.

Shipping is not included in the displayed product price unless expressly stated. Shipping costs are calculated individually according to the destination, number and type of products, package size, insurance requirements and available delivery method.

International retail orders are arranged manually. Before payment, the customer will receive a quotation or written order confirmation showing:

  • The product or products being purchased
  • The product price
  • The agreed shipping charge
  • The total amount payable
  • The payment method
  • Any other terms specific to the order

An order is accepted only after the customer confirms the quotation and payment is received or otherwise approved by us.

Import duties, VAT, sales tax, customs charges, brokerage charges and other destination-country charges are not included unless expressly stated in the quotation. These charges are the responsibility of the customer.

2. Voluntary return period

Under our voluntary international retail return policy, the customer must request a return through our Contact Us page within 7 calendar days after receiving the order.

If the return request is approved, the product must be shipped within 7 calendar days after receiving our return instructions and must arrive at the designated return address no later than 28 calendar days after the customer originally received it.

Returns sent without contacting us and receiving return instructions may be refused under this voluntary return policy.

Any mandatory cancellation or withdrawal right that cannot legally be limited is addressed separately in Section 11 below.

3. Products must be completely new and unused

Under our voluntary return policy, we accept returns only when the complete product remains new, unused, unaltered, undamaged and fully resalable.

We do not accept voluntary returns of products that have been used, even once.

A knife may be carefully removed from its packaging for visual inspection. The customer must not use the knife or perform any action that changes its original condition.

Prohibited use includes, without limitation:

  • Cutting or attempting to cut food, paper or any other material
  • Sharpening, honing, stropping or otherwise altering the edge
  • Washing, rinsing, oiling, polishing or applying any substance to the knife
  • Removing a protective coating, film or treatment, where applicable
  • Modifying, repairing, disassembling or adjusting the product
  • Changing, removing or replacing the handle
  • Using the knife for photography, demonstrations, professional work or testing where this may leave signs of use

Any visible or detectable sign of cutting, sharpening, honing, washing, staining, patina, corrosion, scratching, edge alteration, impact, handling damage or other use may result in rejection of the voluntary return.

4. Packaging and included items

The product includes the purchased item together with everything originally supplied with it.

All of the following must be returned, where applicable:

  • The knife or other purchased item
  • The original branded box or presentation box
  • Blade guards, sheaths and protective covers
  • Protective sleeves, wrapping and internal packaging
  • Accessories
  • Certificates, cards, documents and instructions
  • Promotional items or gifts supplied as part of the purchase

All original product packaging must remain complete, clean and undamaged.

A voluntary return may be rejected if the branded packaging, presentation box, documents, accessories or other included items are missing, marked, torn, crushed, stained, written on, taped, labelled, altered or otherwise no longer suitable for resale as new.

The external courier or shipping carton may be replaced when necessary for safe return shipping. However, the original branded product packaging inside the shipping carton must be protected and returned in new condition.

5. Return authorization and instructions

To request a return, the customer must use the form on our Contact Us page.

The request should include:

  • The customer’s name
  • The order or invoice details
  • The product being returned
  • The reason for the return
  • Clear photographs of the product, blade, edge, handle, packaging and all included items

Photographs supplied before shipping help us provide return instructions but do not constitute approval of the product’s condition. Final approval can be given only after the returned goods have arrived and been inspected.

If the return is approved for shipment, we will provide:

  • The return address
  • Return identification details, where required
  • Customs declaration instructions
  • Any other instructions reasonably necessary to process the return

6. Return shipping

The customer is solely responsible for arranging and paying for return shipping.

We do not arrange return pickups and do not provide prepaid return labels for ordinary voluntary or change-of-mind returns.

The returned product must be:

  • Packed securely and appropriately
  • Protected against movement, moisture and impact
  • Sent using a tracked shipping service
  • Fully insured for the product’s value
  • Sent in accordance with all carrier, export and import requirements
  • Declared accurately as returned merchandise according to our instructions

The customer bears the risk of loss, delay, seizure or damage during return shipping until the shipment is physically received at the designated return address.

The condition in which the product arrives will determine whether the return is accepted. The condition in which the customer claims to have shipped it is not sufficient.

Damage to the knife, product packaging, presentation box, accessories or documents during return shipping may result in rejection of the voluntary return.

The customer is responsible for pursuing any claim against the return carrier if the shipment is lost or damaged.

7. Customs and import charges on returned goods

The customer must complete all return shipping and customs documents accurately and follow the return instructions supplied by us.

The customer must not falsely declare the contents, value, purpose or origin of the shipment.

Any customs duties, VAT, brokerage charges, handling fees, storage fees, import charges or other expenses incurred when the returned goods re-enter Israel may be deducted from any approved refund.

Import duties, VAT, sales tax, customs charges or other amounts paid by the customer in the destination country were not collected by us and cannot be refunded by us. The customer must contact the relevant customs or tax authority regarding any possible reimbursement.

8. Receipt and inspection

Receipt of a returned shipment does not mean that the return has been accepted.

After receiving the shipment, we will inspect the complete returned product, including:

  • The cutting edge
  • The blade faces and tip
  • The spine and choil
  • The handle
  • The product packaging and presentation box
  • Accessories and protective components
  • Certificates, cards and documents
  • Any other items originally supplied

We will determine whether the product:

  • Remains completely unused
  • Remains unaltered and undamaged
  • Is complete
  • Includes all original packaging and supplied items
  • Is in new and fully resalable condition
  • Complies with this Refund and Returns Policy

A refund will be issued only after the returned goods have passed inspection and the return has been accepted.

9. Rejected voluntary returns

If we determine that the product was used, cut with, sharpened, honed, stropped, washed, altered, damaged, incomplete or otherwise not returned in new and fully resalable condition, the voluntary return may be rejected.

A voluntary return may also be rejected if the original branded packaging, presentation box, accessories, certificates or other included items are missing or damaged.

If a voluntary return is rejected:

  • No refund will be issued
  • The customer will be informed of the reason for rejection
  • The customer will be responsible for arranging and paying for the product to be shipped back to them

We do not sell used, open-box or otherwise non-new knives. A returned product that can no longer be sold as new may therefore suffer a substantial loss of commercial value.

10. Refund amount under our voluntary return policy

For a voluntary return that is accepted after inspection, the refund will be calculated from the product price actually paid by the customer.

The following amounts will be deducted:

  • A restocking fee equal to 10% of the product price
  • Any customs, VAT, brokerage, handling, storage or import charges incurred by us in receiving the return
  • Any other direct cost caused by incorrect packaging, documentation, declaration or handling of the return

The outbound shipping charge agreed for the original order is not refundable under our voluntary return policy.

The cost of return shipping is also not refundable.

Any approved refund will normally be issued using the original payment method, where reasonably possible. Where that is not possible, another agreed refund method may be used.

Payment providers, banks and card issuers may require additional time to process and display the refund.

11. Mandatory cancellation and withdrawal rights

This policy describes the voluntary return terms offered by Hikari Chef Knives.

Nothing in this policy excludes or limits a consumer right that cannot legally be excluded or limited under the mandatory law applicable to a particular transaction.

Where mandatory applicable law provides a longer cancellation or withdrawal period, that mandatory period will apply instead of the voluntary period stated above.

Where such a mandatory right applies:

  • The customer must notify us within the period required by the applicable law
  • The customer must return the goods within the period required by the applicable law
  • The customer remains responsible for arranging and paying the direct cost of return shipping where permitted by law and where this responsibility was disclosed before purchase
  • We will not apply the fixed 10% restocking fee where mandatory law prohibits such a fee
  • We will refund the basic outbound delivery charge only where and to the extent required by mandatory law
  • Any additional amount paid for expedited, upgraded, premium or specially requested delivery will not be refunded where a less expensive delivery option was offered

A mandatory right to inspect a product does not normally give the customer unrestricted permission to use it.

The customer may handle the product only to the extent reasonably necessary to inspect its nature, characteristics and condition.

For a knife, cutting with it, sharpening it, honing it, stropping it, washing it, oiling it or otherwise using it goes beyond a visual inspection and may cause a substantial reduction in value.

If handling or use goes beyond what is reasonably necessary for inspection, we may deduct the resulting diminished value from the refund to the extent permitted by applicable law.

Factors considered when assessing diminished value may include:

  • Whether the knife can still lawfully and honestly be sold as new
  • Evidence of cutting, sharpening, honing, stropping, washing or other use
  • Scratches, stains, patina, corrosion or edge changes
  • Damage to the blade, edge, tip, handle or finish
  • Missing or damaged branded packaging
  • Missing accessories, certificates or documents
  • The realistic resale value of the returned product
  • Inspection, cleaning, repair, repackaging and administrative costs, where legally recoverable

Because we do not sell used or open-box knives, use or damage may result in the loss of a substantial part, or potentially all, of the product’s resale value. Any deduction will depend on the actual condition of the returned product and the rights provided by the applicable law.

12. Incorrect, damaged or defective products

This ordinary return policy primarily applies when a customer changes their mind or no longer wishes to keep a product.

If the customer receives an incorrect product, a product damaged during delivery or a product that appears to be defective, the customer should not use, sharpen, wash, repair or alter it.

The customer should contact us as soon as reasonably possible through our Contact Us page and provide:

  • The order or invoice details
  • A description of the problem
  • Clear photographs of the product
  • Clear photographs of the shipping carton
  • Clear photographs of the product packaging
  • Clear photographs of any visible damage or defect

The customer should retain the complete shipping carton, packaging and all supplied items until the case has been resolved.

Incorrect, damaged or defective product claims will be reviewed separately and may be subject to warranty, carrier, insurance or mandatory consumer-law procedures.

Where the product was incorrect, defective or damaged before delivery, we will arrange or reimburse reasonable return shipping where required by applicable law or agreed by us.

Damage caused by misuse, neglect, improper sharpening, improper maintenance, accidents, corrosion, unsuitable storage or ordinary wear is not considered a defect present at delivery.

13. Cancellations before dispatch

A customer may request cancellation before the order is dispatched by using our Contact Us page.

We will make reasonable efforts to stop an order that has not yet been handed to the carrier.

Once the shipment has been dispatched, the order must be handled as a return.

Special-order, customized, personalized or modified products may not be cancellable after we have begun purchasing, producing, modifying or preparing them specifically for the customer, except where mandatory law provides otherwise.

14. Products excluded from our voluntary return policy

Unless otherwise agreed by us in writing, the following are not eligible for return under our voluntary return policy:

  • Wholesale, dealer, distributor and other business-to-business purchases
  • Products made, modified, engraved or personalized specifically for the customer
  • Special-order products obtained specifically at the customer’s request
  • Products sold as used, open-box, display, clearance or otherwise expressly identified as non-returnable
  • Gift cards, vouchers and store credit
  • Products that have been used, altered, sharpened, washed or damaged
  • Products returned without all original packaging, accessories and documents

This exclusion does not limit any mandatory right that cannot legally be excluded.

15. Wholesale and business purchases

Nothing in this policy applies to wholesale, dealer, distributor or other business-to-business purchases.

Wholesale prices, quantities, payment terms, shipping, cancellation rights, returns, warranty procedures and other conditions are agreed separately for each customer or order.

A business customer may not rely on this retail policy unless we expressly agree otherwise in writing.

16. Contact us

To request a return, report a problem or ask a question about this policy, please use the form on our Contact Us page.

Verimix Ltd.
Trading as Hikari Chef Knives
P.O. Box 52514
Hadera 3844417
Israel