Returns & Refund Policy

Last updated: July 11, 2026

Tokushu Knife is committed to providing exceptional products and customer service. If something is not right with your order, we will work with you to find a fair and reasonable solution. This policy explains our voluntary 30-day return policy, your statutory consumer rights, the European Union right of withdrawal, and how refunds are processed.

TokushuKnife.eu is operated by Tokushu Knife Malta Limited, an independent company registered in Malta and responsible for operating the Tokushu Knife brand throughout Europe. When you purchase through TokushuKnife.eu, your contract is with Tokushu Knife Malta Limited.

Nothing in this policy limits or excludes any consumer rights that cannot be excluded under applicable law.

1. Our 30-Day Return Policy

In addition to your statutory rights, we offer a voluntary 30-day return policy for most eligible products purchased through TokushuKnife.eu.

You may request a return within 30 days after the day you receive your order.

To qualify under our voluntary return policy, returned products must:

• be returned within the applicable return period;
• be in clean, resalable condition;
• show no signs of use for food preparation or other normal use;
• not have been damaged, sharpened through use, or altered after delivery;
• include all original packaging, accessories, documentation, and protective materials where reasonably possible; and
• be accompanied by proof of purchase or sufficient information for us to identify the order.

Opening the packaging and carefully inspecting a product is acceptable. However, products that have been used, carried in service, prepared food, developed avoidable damage, or otherwise show evidence of normal use are not eligible for return under our voluntary 30-day policy.

This voluntary policy is separate from your statutory rights relating to defective, damaged, or non-conforming goods and does not limit those rights.

2. How to Request a Return

The quickest way to request a return is through your customer account.

Visit https://account.tokushuknife.eu, select the relevant order, and follow the return instructions.

If you placed your order using only a telephone number or cannot access your account, please contact us and we will be happy to assist.

Email: anthony@tokushuknife.eu
Phone: +356 9958 3144

Please do not send goods back before receiving return instructions. Returns received without a return request or sufficient identifying information may be delayed while ownership is confirmed.

3. Returns Address

Approved returns should be sent to our European Workshop & Boutique:

Tokushu Knife Malta
Level 3, Excelsior Centre
Triq l-Għargħar
Mosta Industrial Estate
Mosta, MST 4000
Malta

Please contact us before visiting or sending a return. This location serves as our customer return facility and workshop.

4. Return Shipping Costs

Unless the product is defective, damaged, incorrectly supplied, or we agree otherwise, customers are responsible for the cost of returning goods.

We recommend using a tracked and appropriately insured shipping service, particularly when returning high-value knives or handcrafted products.

Original expedited, express, premium, or optional delivery charges are generally not refundable beyond the cost of our least expensive standard delivery option where applicable consumer law provides for reimbursement.

5. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as reasonably possible after delivery.

If your order arrives damaged, defective, incomplete, or you receive the wrong product, please contact us promptly so that we can investigate and resolve the issue.

Email: anthony@tokushuknife.eu
General Business Phone: +356 9958 3144
European Workshop & Boutique: +356 9967 9630

Where appropriate, we may ask for photographs of the product, packaging, shipping label, or any visible damage in order to assist with our investigation and any carrier claim.

If a product is defective, damaged in transit, incorrectly supplied, or otherwise not in conformity with the contract, we will provide an appropriate remedy in accordance with applicable consumer law. Depending on the circumstances, this may include repair, replacement, price reduction, refund, or another suitable resolution.

Where we are responsible for the issue, we will also cover reasonable return shipping costs where required by law or where we have agreed to do so.

6. Optional Services and Custom Work

Tokushu Knife offers a range of optional workshop services designed to prepare and personalize your purchase.

These services may include:

• Sharpening before dispatch
• Handle installation
• Choil and spine polishing
• Custom handle making and fitting
• Custom saya making

These services involve skilled craftsmanship performed specifically for your order and may permanently alter the product from its original factory condition.

Where permitted by applicable law, charges for optional services that have already been completed are generally non-refundable, even if the associated product is later returned or exchanged.

Goods made to your specifications or clearly personalised, including custom-made handles, custom sayas, engraving, or other bespoke work, may not qualify for cancellation or the statutory right of withdrawal where a legal exemption applies.

Nothing in this section limits your rights where goods or services are defective, incorrectly supplied, or otherwise fail to conform to the contract.

7. Products That Cannot Normally Be Returned

Unless required by applicable law, the following products are generally not eligible for return under our voluntary 30-day return policy:

• Products that have been used to prepare food or otherwise show evidence of normal use.
• Products that have been damaged through misuse, improper care, accident, neglect, corrosion, or inappropriate sharpening.
• Custom-made or personalised products.
• Products that have been modified at your request.
• Custom handles, custom sayas, or bespoke workshop projects.
• Gift cards.

The above limitations do not affect your statutory rights where goods are defective, damaged, incorrectly supplied, or otherwise not in conformity with the contract.

8. Exchanges

We do not offer direct product exchanges.

If you would like a different product, the quickest solution is to request a return for the original item, and once the return has been approved, place a new order for your preferred product.

This helps ensure the fastest processing time and avoids unnecessary delays caused by inventory availability.

9. European Union Right of Withdrawal

If you are an EU consumer purchasing online, you generally have the legal right to withdraw from your purchase without giving a reason within 14 days after the day you, or a person nominated by you other than the carrier, receives the goods.

If your order is delivered in multiple shipments, the withdrawal period begins after receipt of the final item or final shipment.

To exercise your right of withdrawal, you must clearly notify us before the withdrawal period expires. The easiest way is through your customer account at https://account.tokushuknife.eu, although you may also contact us directly by email or telephone.

After notifying us, you must return the goods without undue delay and no later than 14 days from the date you informed us of your decision to withdraw.

You may inspect and handle the goods only as reasonably necessary to determine their nature, characteristics, and functioning, in much the same way as you would in a retail shop.

If goods have been handled beyond what is reasonably necessary, you may be responsible for any resulting reduction in value where permitted by applicable law.

Unless we agree otherwise or applicable law provides differently, you are responsible for the direct cost of returning goods under the statutory right of withdrawal.

The statutory right of withdrawal does not apply where a legal exemption exists, including goods made to your specifications or clearly personalised, such as custom handles, bespoke sayas, engraving, or other qualifying custom work.

10. Cancellations Before Dispatch

If you need to cancel an order, please contact us as soon as possible.

You may request cancellation through your customer account at https://account.tokushuknife.eu or by contacting our customer support team.

We will make every reasonable effort to stop processing your order before it is prepared for dispatch. However, because many orders are processed quickly and some include optional workshop services, cancellation may not always be possible once fulfilment has begun.

If your order has already been dispatched, cancellation will normally be handled as a return in accordance with this policy and applicable consumer law.

11. Inspection of Returned Goods

Once your return has been received, our team will inspect the product to confirm its condition and determine the appropriate outcome under this policy.

Inspection normally includes verifying:

• the identity of the returned product;
• its overall condition;
• whether it has been used or modified;
• whether optional workshop services have been performed;
• the presence of original accessories and packaging where applicable; and
• whether the return qualifies under our voluntary return policy or applicable consumer law.

If a returned item has been handled beyond what is reasonably necessary to determine its nature, characteristics, and functioning, any resulting reduction in value may be deducted from the refund where permitted by applicable law.

This is not a restocking fee. It reflects only the actual reduction in value caused by handling beyond what would normally be permitted in a retail environment.

12. Refunds

After we receive and inspect your return, we will notify you of the outcome as soon as reasonably possible.

Where a return is approved under our voluntary 30-day return policy, refunds are normally issued to the original payment method within 10 business days after approval.

For a valid withdrawal under applicable European consumer law, we will reimburse eligible payments, including the cost of our least expensive standard outbound delivery option where required by law, within 14 days after being informed of your decision to withdraw.

Where permitted by law, we may withhold reimbursement until we have received the returned goods or you provide satisfactory evidence that they have been sent back, whichever occurs first.

Additional charges arising from your selection of express, premium, expedited, or other upgraded delivery services beyond our standard shipping option are generally not refundable.

Refunds will normally be issued using the original payment method unless another method has been agreed with you.

Your bank, card issuer, or payment provider may require additional time to process and display the refund after it has been issued by us.

13. Optional Services and Refunds

Where permitted by applicable law, completed optional workshop services are generally non-refundable once the work has been performed.

This includes services such as:

• sharpening before dispatch;
• handle installation;
• choil and spine polishing;
• custom handle making and fitting; and
• custom saya making.

If a product is subsequently returned under our voluntary return policy or your statutory consumer rights, any completed optional service may be excluded from the refund where permitted by law because the work has already been performed specifically for your order.

This section does not affect your statutory rights where the service itself was not carried out with reasonable care and skill or where goods or services otherwise fail to conform to the contract.

14. Questions About Your Return

Our goal is to resolve every return fairly, professionally, and as quickly as possible.

If you have questions before purchasing, before requesting a return, or during the returns process, we encourage you to contact us. Many issues can be resolved without the need to return a product.

General Customer Support
Tokushu Knife Malta Limited
Email: anthony@tokushuknife.eu
Phone: +356 9958 3144

European Workshop & Boutique
Tokushu Knife Malta
Level 3, Excelsior Centre
Triq l-Għargħar
Mosta Industrial Estate
Mosta, MST 4000
Malta

Workshop enquiries, sharpening services, custom handles, sayas, and product-care questions may also be directed to:

Email: john@tokushuknife.eu
Phone: +356 9967 9630

We appreciate your trust in Tokushu Knife and remain committed to providing authentic Japanese craftsmanship, knowledgeable guidance, and exceptional service before and after every purchase.