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We are All Together , Stay Safe

Returns & Refund Policy

CANCELLATIONS

All orders are processed as quickly as possible once received.

If you wish to cancel your order you must submit a cancellation request via email at info@santoku-pro.com as quickly as possible (WITHIN 24 HOURS)

Your cancellation request must include the following information:

  • Subject Line: Order Cancellation Request
  • Your order number
  • The name and email address used to place the order

If your order has already left our warehouse, we can no longer assist you with a cancellation for your order.

RETURNS & EXCHANGES

If you need to return your item for a refund or exchange you must notify us via email at info@santoku-pro.com within 30 days of receiving your package (according to the tracking information).

After 30 days we can no longer offer you a refund or exchange.

To be eligible for a return or exchange your item must be in the same condition that it was in when you received it. It must also be in the original packaging.

The following information is required to process your request:

  • Your order number
  • The name and email address used to place the order
  • Reasons for return/Reason for exchange and a link to the product on our store that you'd like to exchange your product for

STEP1:

Please send the ORDER NUMBER & REASON OF RETURN to us via email at info@santoku-pro.com

STEP2:

Ship the unused item to the address which we will send you after you contact with us.

STEP3:

Your refund will be processed through your original method of payment. (about 5 to 15 business days after your return is received and inspected.)

Our customer service team will provide you with the relevant information to return your package.

As we are an international company and ship our orders worldwide, we utilise a global returns center in China.

All non faulty returns are made at the customer’s cost and are not covered by the 100% Money Back Guarantee. We recommend using a trackable return shipping service. 3D Illusion Rug are not liable for any parcel lost during its return shipment to us.

CANCELLATION REFUNDS

Once your cancellation or return has successfully been processed you will receive a refund notification

Your refund will be processed back to the original method of payment within 1-3 business days.

LATE OR MISSING REFUNDS (if applicable)

If after 3 business days you still don't see your refund please check directly with your bank, credit card company or PayPal.

Depending on your bank's policies, refunds can sometimes take up to 3-7 business days

Please contact us via email at info@santoku-pro.com should you have further questions.

FAULTY ITEMS

In the rare event your product becomes faulty or you receive an item with defects, you can request a replacement by notifying us via email at info@santoku-pro.com within 30 days of receiving your package (according to the tracking information).

After 30 days we can no longer offer you a replacement.

Faults caused by the following reasons are not covered:

  • Improper usage, storage, or handling of the item
  • Using the item in a way that it was not designed for
  • Damage caused by impact, shock, sand/dust/dirt, dampness, leaking batteries, fire, theft, attempted theft, vandalism, corrosion, frost, flooding, earthquakes, lightning, or other adverse weather conditions
  • Any accidental or malicious damage

The following information is required to process your replacement request:

  • Your order number
  • The name and email address used to place the order
  • Photo or video evidence clearly showing the fault

If the case is deemed valid we will cover all costs to deliver a replacement as quickly as possible