Excalibur Brothers strives to provide exceptional customer service. Our mission statement is to provide a quality product at a reasonable price and a reasonable profit. We believe that our commitment to customer service both online and offline; before, during and after the sale is what distinguishes us among the elite of sword and knife dealers.
We do our very best to ensure that you are happy with any product you purchase from us but we do understand that sometimes circumstances require that you return a product. For these rare situations we have established the following policies concerning the return of products to Excalibur Brothers.
1) Return of products damaged in shipping. Although we strive to package your purchase carefully we understand that there are times that a product will be damaged in shipping and require replacement. Shipping damage is the responsibility of the carrier involved and the following procedures need to be followed.
A) Obvious External Damage. When a package arrives and there is obvious damage to the outside packaging you should make sure it is noted by the carrier if you accept the package in person. You can also request that the delivery person wait while you open and inspect the package. If the product inside is damaged and unacceptable inform the delivery person that you don't wish to accept the package and then either call us toll free at 1-877-496-8152, use our local line 1-517-579-4873 or e-mail us at firstname.lastname@example.org. If the package is left while you are away follow the procedures below for concealed damage.
B) Concealed Damage. If the item is damaged when opened then you need to follow the instructions on the enclosed packing slip. You will log onto the website and enter the pertinent information and a form will be generated for you to include with your return. You will then need to call UPS and report the damage and they will make arrangements to have the item picked up and returned. A replacement item will be shipped automatically upon return of the damaged item.
2) Defective Items. Although we feel all of our products are superbly crafted we do understand they are mass produced production items and therefore subject to a certain percentage of defective items as is the case with any mass produced item.
In the event you receive a defective item it will gladly be replace at no charge to you. Simply call us toll free at 1-877-496-8152 or on our local line at 1-517-579-4873 and we will send an Electronic Return Label via the UPS e-mail system to whatever e-mail address you specify. This will allow you to return the item to us at no charge to you. A replacement item will be shipped to you automatically or you may chose to receive a full refund including the original shipping charges you paid. If you are unclear at any time what to do you can call us and we will be happy to help you.
3) Satisfaction Policy. We hope you will be happy with an item purchased at Excalibur Brothers, however, we do understand that it is not possible to please all the people all the time. In the event you are not happy with your purchase for whatever reason we will be happy to accept the item for return under the following conditions.
Day 1-10 after receipt of item.
If you are unhappy with your sword or knife for ANY reason you may return it for a full refund including the original ground shipping charges you paid. You may also apply the full price (including UPS Ground freight) to the purchase of a different item. You pay only the balance due if the new order total is more and we will refund the difference if the new order total is less. We're sorry but we do not refund rush shipping charges such as UPS Next Day Air, 2nd Day Air, 3 Day Select or UPS Worldwide Express.
Day 11-30 after receipt of item.
A) Exchange for new item. If you wish to exchange the item for a different item simply follow the instructions on the packing slip to print a return item form and return the item to us freight prepaid and also note which item or items you wish to have shipped in it's place. If the total of the new items exceeds the purchase price of your returned item only the difference will be charged to your account. Replacement items will be shipped at our expense.
B) Return for refund. If you wish only a refund simply follow the instructions on the enclosed packing slip to print a return item form and return the item freight prepaid. If the items is shipped back within 10 days of receipt a full refund will be issued including any ground shipping charges you paid. If the item is shipped back between 11 days and 30 days from receipt a refund will be issued less a 15% restocking charge. Unfortunately our merchant account bank not only charges a percentage on all sales but they also charge the same percentage on all refunds. In order to continue operating in business and provide you with products we must cover these costs. We wish this were not necessary but it is an unavoidable cost of doing business.