Refund policy

If you are not satisfied with the product or service, contact us and we will try our best to solve the issue as soon as possible. The best way to do this is to email us and we will be happy to assist.

Please add your name and order number with any returned items as a refund or replacement may be delayed if these are not present.

For refunds on unwanted goods, you should notify us within 14 days of receipt and then send your order back to our returns address within the next 14 days.

If the goods are faulty or damaged on arrival, simply return the item to us in the original condition and packaging within 30 days of receipt and we can provide a refund or exchange. Any faulty or damaged goods which have been modified, tampered or show signs of attempted fixes outside our troubleshoot will not be eligible for a refund. 

Any unwanted, undamaged returns after 28 days may not be accepted however help can be offered if you wish to exchange your item.

If returning an unwanted item they must be unopened, unused goods. Any unwanted items that have been opened, used or assembled may not be accepted. When returning an order, we can only refund the cost of standard shipping rates on unwanted goods, express shipping rates are non-refundable. A full refund on shipping will only be returned on faulty or damaged goods (see more below).

If you purchase a customised product then you would be unable to receive a refund or exchange as the product has now been tailored to you. This includes, but not limited to, sharpening of blades and etching/engraving work.

Any unwanted returned goods will be exchanged or refunded (in accordance to this policy and that are within the return period) however we are not liable for return postal costs so please ensure any returned items are well packaged as we can’t be held responsible for damaged or lost returns.

For UK orders, if your goods arrive damaged, are missing parts or different from the description then a prepaid returns labels will be provided however apart from this, it is your responsibility to pay postage.

For international orders. if your goods arrive damaged, are missing parts or different from the description, you would be required to return the order to us at your own cost.

If purchasing digital goods such as our gift cards then you have 14 days to cancel your order and receive a refund. This is known as the cooling-off period. You are unable to download your digital goods until the end of the cooling off period to prevent downloading and then cancelling your order. In order to immediately download your digital goods, you can waive your right to the 14 day cooling-off period.

If your shipping address is incorrect we should be notified immediately. Failure to do so could result in additional postage costs to re-post the item or only a partial refund being given to cover shipping and handling fees if we get the order sent back to us.

If you change your address directly with the courier after your order has been dispatched or you request a safeplace which has not been specified with us when placing your order, then we would be unable to take responsibility for any missing orders and you would not be entitled to a replacement or a refund.

If your order is international (outside the UK) and returned to us due to a refused delivery or non payment of customs imports taxes and duties then we will provide a refund, minus our original shipping costs, the return shipping costs, packaging fees and handling fees, which will be deducted from your refund when the parcel is returned to us. This is a set rate of £48.00 for all orders outside the UK. If an express shipping method was selected at checkout, then we will also deduct the cost of this in addition to the set rate. Alternatively we can resend the order out again but would require the shipping to be covered at your own cost.

You should allow 2 working days from receipt of return for a repair or replacement to be processed. Once processed please allow 1-2 weeks for any custom building, weapon assembly or repair jobs and an additional 2-3 working days to receive your replaced goods.

If opting for a refund then please allow 2 working days from receipt of return for a refund to be processed. Once processed please allow between 5-10 working days to receive your refund credited to the account the goods were bought from.

The Knights Armoury (Excalibur Sports Ltd)
Unit 22 Ramsden Court
Rotherwas Industrial Estate
Hereford
HR2 6NT
United Kingdom