At SteelUltra, we take pride in the quality, craftsmanship, and reliability of every knife, EDC tool, and outdoor gear we ship. This Returns & Exchanges Policy explains your rights, limitations, and the conditions under which returns or replacements may be accepted.
By purchasing from SteelUltra, you acknowledge and agree to the terms outlined below.
1. Eligibility for Returns
To qualify for a return, the item must meet all of the following conditions:
- The item is unused, unworn, and in its original condition.
- The product must include original packaging, protective films, manuals, and accessories.
- The return request is submitted within 30 days of the delivery date.
Non-eligible items include:
- Used knives, sharpened blades, or tools showing signs of wear.
- Items damaged due to misuse, improper storage, or unauthorized modifications.
- Custom-made, personalized, or engraved products.
- Clearance, final-sale, or promotional items.
- Items returned without prior authorization.
For hygiene and safety reasons, any knife or sharp tool with signs of use cannot be accepted for a return, regardless of the reason.
2. Return Authorization Required
All returns require a valid RMA (Return Merchandise Authorization) issued by SteelUltra.
To request an RMA, contact:
support@steelultra.com
Returns without an RMA number will be rejected and may be sent back to the customer at their own expense.
3. Return Shipping Costs
- Customers are responsible for all return shipping fees, unless the product arrived damaged, defective, or incorrect.
- SteelUltra does not provide prepaid labels for discretionary returns.
- Shipping fees paid during the original order are non-refundable.
If the returned item arrives damaged due to insufficient packaging, the return may be denied.
4. Exchanges
SteelUltra accepts exchanges under the following conditions:
- The product is unused and in original condition.
- The exchange request is submitted within 30 days of delivery.
- The customer covers return shipping to SteelUltra.
- Price differences (if any) must be settled before the new item is shipped.
Exchanges are subject to product availability. If the replacement item is out of stock, a refund (minus shipping fees) will be issued instead.
5. Defective or Incorrect Items
If you receive:
- A defective product
- A damaged product
- The wrong item
SteelUltra will cover all return shipping costs and provide one of the following:
- A replacement
- An exchange
- A full refund
Important:
You must notify us within 7 days of delivery and provide clear photo or video evidence showing:
- The defect
- The damaged area
- The packaging condition
- The shipping label
Without proper evidence, SteelUltra cannot process the claim.
6. Non-Returnable Situations
A return may be denied if any of the following conditions apply:
- Signs of use, sharpening, wear, or blade marks
- Missing parts, packaging, or accessories
- Damage caused by misuse, accidents, or neglect
- The product was purchased from a reseller or third-party marketplace
- Returns received after the allowed timeframe
- Unauthorized return shipments without an approved RMA
7. Refund Processing
Once your return is received and inspected:
- Approved refunds will be processed within 5–10 business days.
- Refunds are issued to the original payment method only.
- Processing time may vary depending on your bank or payment provider.
Refunds will not include:
- Original shipping costs
- Customs fees, duties, or taxes
- Additional service charges
SteelUltra is not responsible for delays caused by your financial institution.
8. Return-to-Sender Packages
If a package is returned to SteelUltra due to:
- Incorrect or incomplete delivery address
- Refusal to pay customs duties or taxes
- Recipient unavailability
- Repeated failed delivery attempts
The customer is responsible for:
- Reshipment fees
- Any additional carrier surcharges
- Customs or import expenses incurred during the return process
Shipping fees are non-refundable in these cases.
9. Warranty Claims
Some SteelUltra products may include a manufacturer’s warranty that covers manufacturing defects.
This does not cover:
- Normal wear and tear
- Accidental damage
- Misuse or negligence
- Blade dullness due to regular use
- Unauthorized modifications or repairs
Warranty claims must include supporting photos or videos.
10. How to Start a Return or Exchange
To begin the process, email:
Please include:
- Order number
- Full name
- Photos/videos of the item
- Reason for return or exchange
- Whether you prefer a refund or replacement
Our support team will respond within 1–2 business days.
11. Contact Us
For all inquiries related to returns, exchanges, or warranties:
SteelUltra Customer Support
Email: support@steelultra.com
Service Hours: Monday–Saturday, 09:00–18:00 (GMT+8)
We are committed to assisting you professionally and ensuring your experience with SteelUltra meets the highest standards.