30 Day Return Policy
G-Fusion & Ironwood Knives
The feel of a knife is key to finding the perfect fit. Enjoy 30 days in hand to experience our knives fully. If you're not completely satisfied, return it for a full refund, including initial shipping. For questions, contact us at 877.258.0100 or orders@newwestknifeworks.com.
- Gift Returns: Gifted items are eligible for exchange within 30 days; returns will be credited to a gift card.
- Holiday Returns: During the holiday season, we offer a flexible exchange period to make gifting worry-free.
Lifetime Warranty for Home Use
All of our knives have a lifetime, 100% satisfaction guarantee for non-commercial use. If for any reason you are not happy with your knife's performance, we will replace it for free.That being said, please do not put your knife in the dishwasher, use it as a screwdriver, or use it to pry with, open cans, cut frozen foods, etc. We ask that you be honest with us -- if you break your knife through abuse, we will replace it at half price.
Commercial Use Warranty
Your knife has a lifetime warranty against defects in materials and workmanship. Due to the frequency of use in a commercial setting, 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.
:
Stay Sharp: Free Tune Ups
Nothing makes a cutting tool safer or more fun to use than when it’s as sharp as possible. New West KnifeWorks offers free sharpening for all of our knives. Items to be sharpened can be dropped off at any of our stores during business hours or sent by mail to our factory in Victor, Idaho.
Exchanges: No-Worry Gifts
It's always an honor when a customer gives a New West knife as a gift. However, choosing the right color and shape isn't always easy. We'll exchange any knives within 30 days of receipt. If you're the gift recipient, please include the name of the gift giver and gift receipt on your return form so we can easily apply store credit to the knife you wish to exchange for. Don't worry, we'll be discreet!
Frequently Asked Questions
My knife is less sharp than before. Do you sharpen knives?
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.
I ordered the knife online and it’s just not right for me. Can I return It?
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
I was given the knife as a gift, can I exchange it for a different color or different knife?
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.
There seems to be rust developing on my knife, what should I do?
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.
I dropped my knife and the tip broke off, can it be repaired?
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.
The Details
-
Commercial Use Warranty
Your knife has a lifetime warranty against defects in materials and workmanship. Due to the frequency of use in a commercial setting, 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.
-
Custom Pieces
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.
-
Refund Process
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. -
Other Issues
After 30 days from purchase and a complimentary tune up, if your knife is still not performing, please contact our Customer Service Team.
Basic Tips for Knife Care
-
Protect Your Knives
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. -
Learn More
Learn MoreFor more details about how to properly care for your knife and maintain a sharp edge, check out our complete guide to care and maintenance.