Refund policy

For Malaysia,
We have a 3-day return policy, which means you have 3 days after receiving your item to request a return and we will be in touch with you within 7 days with further information.

Any exchange for a damaged item will be replaced with the same item (no cash refunds), subjected to availability and inspection of the item. Unfortunately, there is no refund for shipping cost.

If 3 days have gone by since the delivery of your purchase, unfortunately we can not offer you an exchange.

Product(s) can be returned for exchange or refund, provided the product(s) is returned in new and original condition with original product packaging, price tags and labels. We do not accept used products.

All paid orders are final and cannot be cancelled or exchanged unless damaged.

What to do if I changed my mind after payment?
Thank you for your order, however, all paid orders are final and cannot be cancelled or exchanged unless damaged. Damaged orders will be replaced with the same item (no cash refund), subjected to the availability and inspection of the item. Unfortunately, there is no refund for shipping cost.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
Any exchange for a damaged item will be replaced with the same item , subjected to availability and inspection of the item. Unfortunately, there is no refund for shipping cost.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over RM500  you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

To start a return damaged item, you can contact us at masarumy.japaneseknives@gmail.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any exchange & return question at masarumy.japaneseknives@gmail.com.

 

EU Right of Withdrawal Policy

This policy applies to customers located within the European Union (EU) purchasing products from Masaru Knives Malaysia through our online store.

1. Your Right to Withdraw

If you are an EU consumer, you have the right to withdraw from your purchase within 14 calendar days without providing any reason.

The withdrawal period expires 14 days after the day you receive your order.

To exercise your right of withdrawal, you must notify us by using our Withdrawal Request form or by contacting us at:

Email: masarumy.japaneseknives@gmail.com 

2. Returning Your Order

After submitting your withdrawal request, you must return the goods within 14 days.

Items must be returned to:

Masaru Knives Malaysia
[45, Jalan puteri 6/10 bandar puteri puchong
47100, Puchong Selangor, Malaysia 

The customer is responsible for the cost of returning the goods unless otherwise required by applicable law.

We recommend using a tracked and insured shipping service, as customers remain responsible for the goods until they are received by us.

3. Condition of Returned Products

You may inspect the product as you would in a physical retail store.

However, the item must not be used beyond what is necessary to establish its nature, characteristics, and function.

For knives, this means:

  • The knife must not have been sharpened, modified, or altered.
  • The knife must not have been used to prepare food or other materials.
  • The original packaging, accessories, and documentation should be included where possible.
  • The blade must be returned in clean condition and adequately protected for shipping.

If the product shows signs of use beyond normal inspection, we reserve the right to deduct an appropriate amount from the refund to reflect any loss in value, as permitted under EU consumer law.

4. Refunds

Once we receive the returned goods, or proof that they have been sent back, we will process your refund without undue delay.

Refunds will be issued using the original payment method unless otherwise agreed.

The refund will include the original standard delivery charges paid at the time of purchase. Any additional delivery charges for premium shipping services are non-refundable.

5. Products Excluded from the Right of Withdrawal

The right of withdrawal does not apply to:

  • Custom-made or personalised knives.
  • Engraved products.
  • Products specifically manufactured to customer specifications.
  • Gift cards.
  • Any other products excluded under applicable EU consumer protection legislation.

6. Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with photographs of:

  • The product
  • The packaging
  • The shipping label

We will work with you to provide an appropriate resolution, including replacement, repair, or refund where applicable.

7. Contact Us

If you have any questions regarding your withdrawal rights or returns, please contact:

Masaru Knives Malaysia
Email: masarumy.japaneseknives@gmail.com
Phone: +60108293195 ( WHATSAPP) 
Website: www.masaruknives.com