We guarantee all our products to be brand new (not factory seconds) and fully as described, 100% genuine products.
We also guarantee that your shopping experience will be a secure and enjoyable one.
If your shopping experience is substandard in any way, please email us at: firstname.lastname@example.org and either myself or one of my staff will get back to you as soon as possible with a comprehensive solution.
BOTTOM LINE: Rest assured that no matter what your issue may be we will do our very best to work with you to ensure you leave with a satisfactory outcome (we PRIDE ourselves on customer service, after all - with the sites reputation on the line, we have a lot to lose if we don't look after a customer properly!).
Should a product be out of stock (and we do our best to ensure this is rare and keep our site up to date, but despite our best efforts it does happen from time to time), we'll notify you of the delay immediately. If that happens (as I said, not likely), we will ask if you prefer to cancel your order for a full refund, change it to something else (of similar value, we will refund the difference) or, subject to availability, place it on backorder (it's up to you of course).
If for some reason you need to cancel an order after it is placed, you must contact us via email immediately. Orders cancelled before shipping will incur a 3% restock fee to cover our order processing costs (maximum $50) - this isn't meant as a punishment, we just incur a lot of expenses processing an order. Once an order has been shipped out, it cannot be cancelled and must be treated as a normal return.
Return & Refund Policy
We proudly stand behind every product we sell. If you are not absolutely pleased with your purchase, with the exception of custom or special order items, you can return any off the shelf item to us within 30 days of purchase for either refund or replacement.
Update 7/7/2020 - we really should not have to say this, but due to a recent increase in customers returning heavily used items returned items MUST be returned in unused and original condition. If you use it to cut with, damage it, scratch any part of it, take it apart or modify it in any way, you own it. Please also note that exchanges MUST be for the same item originally ordered. You cannot change to a different product. And it is your responsibility to ensure it is returned packed safely and fully insured. If it arrives with shipping damage, you will have to file a claim with the shipping company.
So before you start to use a sword, the standard procedure is to carefully inspect it first for any issues or problems and if you see something, put it straight back in the box and contact customer service immediately.
You MUST contact us via email@example.com prior to returning any item so that a Return Authorization Number can be issued. As stated, products must also be returned in the original packaging and in the original condition it was received in via insured parcel post or UPS and we will give you your choice of an exchange or refund (excluding shipping fees, return shipping fees are your responsibility unless the item is DOA or deemed to be actually defective).
Again, it is absolutely critical that returned products are returned to us in exactly the same condition it was shipped to you, including all original packaging and materials. Unless the item is found to be defective or DOA, a 10% re-stocking fee may be applied towards your refund (if the item has been used and is returned to us in poor condition from neglect or abuse, we reserve the right to return the item to you or provide a partial refund via store credit at our discretion).
Please allow a maximum of up to 14 days for processing of returns (usually much quicker).
DAMAGED RETURNS: If a return item arrives damaged from shipping, you must contact the shipper to claim insurance - so please ensure all returns are packed well.
IMPORTANT NOTE ON CUSTOM MADE ORDERS: As to be expected, we cannot process refunds or cancellations made on any of our custom made and/or made to order items such as those from Forge Direct, Ryujin, Project X, Scorpion Swords or any special custom order. This policy applies even even if the production time takes significantly longer than initially quoted - delays are normal despite our best efforts and should be kept in mind when ordering anything not listed as 'IN STOCK'.
Update 7/7/2020 - Once a custom order has been placed, it CANNOT be cancelled once production has commenced even if it takes much longer to make than originally expected. Do NOT order custom products if you need them by a certain date as due to the very nature of custom items, delays can and will occur and we will not rush a product's production and compromise its quality in the process.
SCRATCH AND DENT ITEMS: We cannot accept returns on scratch and dent items and final closeout sales unless the items were dead on arrival. However if for some reason you are not happy with the final product we will do what we can to work with you to try to ensure a satisfactory and fair outcome.
SBG Free Extended Lifetime Warranty
We guarantee if you keep it well oiled and maintained, the blade of any sword sold from the SBG sword store will hold up to a LIFETIME of reasonable usage without breakage. If it breaks during the course of reasonable and intended usage we will replace it with either the same (or if unavailable, a similar) model completely free of charge.
If you abuse it, like try to cut down a tree, attempt to replicate the destructive testing vids on you tube or otherwise use it in any way outside of traditional cutting techniques, we will do our best to help but the warranty is void. This warranty applies to the original purchaser (proof of purchase required) and remains in effect for as long as SBG is around to honor it. Because we only offer the best quality swords around, to date we have only had to replace ONE sword from breakage - but rest assured, we have you covered.
UNFORTUNATE NOTE REGARDING FRAUD, ILLEGAL CHARGEBACKS & BREACHES OF CONTRACT.
Our policy regarding all chargebacks where the item in question has NOT been returned or when a custom order has been cancelled by chargeback (illegal breach of contract) will result in debt collection and/or legal action accordingly. As a small business in a niche market, we simply cannot sustain such losses. We promise to do the right thing by you, please extend the same courtesy.
If we suspect that you have used fraudulent methods to obtain a sword, the relevant authorities will be contacted immediately.
(link opens in a new window)
© 2006-2021 Sword Buyers Guide Limited