We are honored that you have chosen Battle Horse Knives to be your knife company. We cannot stress to you how important each and every customer is as well as how privileged we feel you have chosen to do business with us. For this reason, we will be as fair as humanly possible when errors are made on our part or the part of the customer. The most common error is for the customer to order a knife and not really consider the overall length or if the cutting edge or grind will do the jobs they need it to do. Everyone must understand that each and every item is hand-crafted so when the mistake falls on the part of the customer, we expect them to be as honest as we are when it comes to arranging for an exchange.
If a mistake is made when you ordered the knife, such as you specified the wrong grind or color by accident, we will exchange your item and ask that you pay shipping charges of $8.00 to return the new item to you. Once you have paid the shipping fee, we will email you instructions for returning your item.
Please be aware that different grinds do different jobs. Yes, all knives will cut but different grinds work better for different tasks that you expect the knife to do. We ask that you check out our CHOOSE YOUR GRIND page to ensure that you pick the correct grind for the jobs that you expect your knife to do.
If you return a knife and believe we made a mistake please let us know. Every item we make is hand-crafted so there can be some variance, but like all humans, we do make mistakes. When you return your knife we will determine at that time if there is a manufacturer defect.
Sometimes customers claim our website “took the order wrong” or “ I did not pick that grind, or color” It is important that everyone understands this is not possible. Before you placed your order you had an opportunity to review the details including colors and sizes before finalizing and paying for your order. Returns and Exchanges that fall under this category must follow standard procedures as outlined above.
We are very careful to fulfill your order as accurately as possible but at times we do get very busy and when we get busy, like everyone, we are prone to make a mistake. If you are unhappy with your knife or outdoor gear purchased from Battlehorseknives.com, we will be happy to replace your item and correct any errors on our part. If we mistakenly use the wrong colors, make your knife or send you gear other than you requested or other mistakes, simply let us know by emailing us at [email protected] and we will arrange for the correction. Please note that sometimes colors vary slightly from the pictures on the website for a variety of reasons. For one, computer monitors may cause colors to appear differently from one to the next. Secondly, while we make every effort to ensure our product quality and consistency, manufacturers often vary colors slightly for the same color resiten or G10 and if we have to source product from a different manufacturer, colors may vary slightly.
If your item is damaged when you receive it, you have 48 hours from receipt of the item to notify us of the problem. We will arrange for a return and exchange at no charge to you. The quickest way to resolve this issue is to email a picture of the damaged item to us at [email protected] with the description of the problem and your order number.
If you are not happy with the knife we have made for you, you have 30 days from the receipt of the knife to get in contact with us regarding your issue. We ask that if you do not like the way the knife fits in your hand to please not use the knife. For unused knives we offer a partial refund, you will be charged a 15% re-stocking fee. If you have already used the knife and it is not in the condition that we sent it in we will not honor the partial money-back guarantee. We are honored that you have chosen to do business with us and we will make every effort to ensure you receive the item(s) you ordered with grind and color accuracy. Colors do vary slightly from time to time. We strive for consistency to minimize the chance of this happening, but unfortunately, it is not something we can control at all times.
If your item is in need of repair, please contact us at [email protected] prior to returning your item so we can first validate your purchase, then issue an RMA number. We MUST validate your purchase before you return the item for repair. Repairs may include tip repairs, sharpening, handle replacement or sheath replacement. Because of the nature of hand-crafted items and their use, we reserve the right to determine if an item will be covered under warranty or not. Our commitment to our customers is that we will always be as fair as possible and this normally results in nearly all repairs being performed under warranty. We will rarely reject a repair request unless it’s clearly an abused item. Shipping charges (both ways) are the responsibility of the knife owner if not determined to be a manufacturer defect.
Please Note: Due to inaccuracies with the U.S. Postal Service and other carriers, we are not responsible for lost items sent to us, even if the USPS website shows a “Delivered” status. If you ship your item First Class mail, we HIGHLY recommend you request delivery confirmation, which will give you a tracking number for your item. This tracking number will automatically be provided to you when using Priority Mail options but with First Class, you must request it. When we receive your item we will scan the tracking code into your order comments and send you an update via email. We take great pride in the fact that you choose to do business with Battle Horse Knives and we can only promise to do the best of our abilities to service your requests. If a returned item shows “Delivered” but we did not receive it, we recommend you contact the shipping carrier and press for them to locate your package. We have often had to insist on speaking to supervisors and having them personally contact the carrier that delivered the package. We are often surprised to find the carriers remember specifically where they delivered packages to and they are very helpful. If it cannot be located, we are cannot be held responsible.
All canceled orders will be charged a 15% re-stocking fee.
Please note: We do have a repair, replace, refund policy if deemed to be a manufacturers defect. If you have any further questions regarding warranties please email us at: [email protected] or give us a call: 740-995-9009.