Our return policy and warranty mean you get the perfect fit and balance for life.
Our return policy and warranty mean you get the perfect fit and balance for life.
All of our knives come with lifetime free sharpening, so please feel free to either drop your knives off at one of our retail locations or send them to our factory for a complimentary tune up. You can find the step by step return instructions by clicking HERE.
Thank you for giving our product a chance to be part of your culinary experience. If it’s not the right fit for you and it’s been 30 days or less since its purchase, send the knife back to our customer service team for a full refund including the initial shipping. You can find the step by step return instructions by clicking HERE. If you would like alternative recommendations to better suit your needs, please contact our customer service team at orders@newwestknifeworks.com |
If the knife is not personalized with engraving, our customer service team will help facilitate the exchange. Send a message to orders@newwestknifeworks.com and include a description of the item to be exchanged, the gift giver’s name and any receipt/order number associated with the original sale. We will take care of the rest.
Due to the high carbon content of our steel, the surface of our knives has the potential to oxidize if left in water or a humid environment for an extended period of time. Start by scrubbing the surface with a brillo pad or the scrubbing-side of a kitchen sponge, warm water, and dish soap. If the stains still don't budge, contact customer service at orders@newwestknifeworks.com and provide photos of the issue. We will most likely have you send the knife/knives back to us for inspection. We've found that knives will have some surface oxidation after the first few months of use, but after a factory buff up, the problem does not continue.
We know things happen, so please don’t hesitate to reach out. We are happy to repair any small damage to the knife free of charge. If the break is too large for repair, you can purchase a new knife at 50% off. Contact customer service at orders@newwestknifeworks.com and provide photos of the issue.
Your knife has a lifetime warranty against defects in materials and workmanship. Due to the frequency of use in a commercial kitchen, a knife can receive many lifetimes worth of sharpening in a few years. However, if you grind it down to a toothpick, we will replace it at half price.
Our rock blocks, resin magnets, and custom knives are one-of-a-kind works of functional art for which we guarantee quality and craftsmanship. They have been created to perfectly fit, display, and protect the set of New West knives contained within. If you are not satisfied, please contact us at 877.258.0100 or orders@newwestknifeworks.com within 30 days of receipt to arrange a return or exchange. Due to the value of custom items, an insured shipping label will be created by our Customer Service Team at the customer’s expense.
New West KnifeWorks will not process refunds or exchanges until the product is received and inspected at our facility. Once a refund has been inspected, customers can expect a monetary refund to process between 7 - 10 business days.
*New West Knifeworks reserves the right to make all final decisions regarding warranty and repairs. Anything deemed, solely by New West KnifeWorks, as repairable will be fixed.
After 30 days from purchase and a complimentary tune up, if your knife is still not performing, please contact our Customer Service Team.
Here are some basic practices to increase the health and longevity of your knife and it’s edge.
•Wash and dry by hand. Don't use the dishwasher, it dulls knives and causes oxidation.
•Avoid electric or pull through sharpeners.
•Don't use knife as a screwdriver.
•Don't use to pry, open cans, or cut frozen foods.
For more details about how to properly care for your knife and maintain a sharp edge, check out our complete guide to care and maintenance.