Refund policy
Return & Refund Policy
Last updated: August 17, 2026
How to Request a Return
To request a return, please log in to your customer account and select the eligible order you wish to return.
If you are unable to submit a request through your customer account, you may also contact us through our Contact Us page or by email at support@drachenaderknives.com.
Returns requested under our voluntary 30-day return program are subject to the eligibility conditions and procedures described below.
This return-request process does not limit or replace any statutory consumer rights that may apply to you. In particular, where an EU/EEA statutory right of withdrawal applies, exercising that right does not require prior approval from DRACHENADER.
At DRACHENADER, we want you to be satisfied with your purchase. This Return & Refund Policy explains our voluntary return program and the statutory consumer rights that may apply to you depending on your country or region.
Nothing in this policy limits or excludes any consumer rights that cannot legally be limited or excluded.
1. 30-Day Voluntary Return Policy
In addition to any statutory rights you may have, DRACHENADER offers a voluntary return period of 30 days from the date your order is delivered.
To qualify for a return under our voluntary 30-day return policy, the product should be returned in substantially the same condition in which it was received and, where reasonably possible, with the original packaging and all included components, such as sheaths, clips, accessories, manuals, and other parts supplied with the product.
Products showing signs of misuse, sharpening, unauthorized modification, disassembly, excessive wear, improper maintenance, corrosion caused after delivery, or damage caused after receipt may not qualify for our voluntary 30-day return program.
These conditions apply only to our voluntary return program and do not restrict any statutory right of withdrawal or other mandatory consumer rights.
2. Return Request Procedure
For returns under our voluntary 30-day return policy, please submit a return request through your customer account or contact us before sending the product back so that we can provide the correct return instructions and return warehouse address.
You can also contact us through our Contact Us page or by email:
Please provide your order number and the product you wish to return. If the product is damaged, defective, incomplete, or incorrect, please also provide a brief description of the issue and, where appropriate, photographs.
Do not send products to our Shenzhen business address unless we specifically instruct you to do so.
This return-request procedure does not restrict the statutory withdrawal rights of EU/EEA consumers described below. EU/EEA consumers do not need our approval before exercising a statutory right of withdrawal.
3. Return Addresses
Returns are processed through the return warehouse associated with the fulfillment location of the order.
Orders fulfilled from our US Warehouse will generally be returned to our designated US return warehouse.
Orders fulfilled from our DE Warehouse will generally be returned to our designated return warehouse in Germany.
The exact return warehouse address and applicable return instructions will be provided after we receive your return or withdrawal request.
Our Shenzhen business address does not accept product returns unless we specifically instruct you otherwise.
4. Return Shipping Costs
For voluntary returns resulting from a change of mind, personal preference, ordering the wrong item, or another reason unrelated to a product defect or fulfillment error, the customer is generally responsible for the direct cost of returning the product, unless applicable law requires otherwise.
If a product arrives damaged, defective, incomplete, materially different from what was ordered, or if we sent the wrong product, please contact us before returning it.
When the problem is caused by a product defect, shipping damage, or an error on our part, we will provide an appropriate remedy in accordance with applicable law. Depending on the circumstances, this may include a replacement, refund, or payment or reimbursement of reasonable return shipping costs.
5. Refunds
After we receive and inspect an eligible voluntary return, we will notify you of the outcome.
If your refund is approved, it will be issued to the original payment method.
The time it takes for the refunded amount to appear in your account may vary depending on your bank, card issuer, or payment provider.
For voluntary returns that are not caused by a defect, damage, or an error on our part, original shipping charges are generally non-refundable unless applicable law requires otherwise.
Different rules apply when an EU/EEA consumer exercises the statutory right of withdrawal, as explained below.
6. Exchanges
If you would like a different product, model, color, or variation, we generally recommend returning the eligible original product and placing a new order.
If you received a damaged, defective, incomplete, or incorrect product, please contact us before placing another order so that we can assist you.
7. Order Cancellations
If you need to cancel an order, please submit a cancellation request through your customer account or contact us as soon as possible.
We cannot guarantee that an order can be cancelled after it has entered fulfillment or has already been shipped.
If the order has already shipped, it may need to be handled as a return after delivery.
Any mandatory cancellation or withdrawal rights provided by applicable law remain unaffected.
8. Damaged, Defective, Incorrect, or Incomplete Products
Please inspect your order after delivery.
If your product arrives damaged, defective, incorrect, incomplete, or materially different from its description, please contact us as soon as reasonably possible.
Please include your order number and information that helps us understand the issue. Photographs may be requested where appropriate.
We will review the issue and provide an appropriate remedy in accordance with applicable law.
9. Products Not Eligible for Our Voluntary 30-Day Return Program
The following products may not qualify for our voluntary 30-day return program:
- Products damaged through misuse, neglect, improper maintenance, or improper storage
- Products sharpened or materially altered after purchase
- Products modified, disassembled, or repaired without authorization
- Products engraved, personalized, or customized at the customer's request
- Made-to-order products, where applicable
These exclusions apply only to our voluntary return program and do not remove statutory rights relating to defective or non-conforming goods.
They also do not restrict any statutory withdrawal right unless an applicable legal exception permits such restriction.
10. EU/EEA Consumers — Statutory Right of Withdrawal
If you are a consumer in the European Union or European Economic Area and the statutory right of withdrawal applies to your purchase, you generally have the right to withdraw from an online purchase within 14 days without giving a reason.
For goods, the withdrawal period generally begins when you, or a third party designated by you other than the carrier, obtains physical possession of the goods.
If multiple goods from the same order are delivered separately, the applicable period is generally calculated from receipt of the last relevant item.
Exercising Your Right of Withdrawal
To exercise your statutory right of withdrawal, you must clearly inform us of your decision before the withdrawal period expires.
You may do this by:
- Using the electronic withdrawal function available through your customer account or order status page;
- Sending a clear withdrawal statement to support@drachenaderknives.com; or
- Using the Model Withdrawal Form provided at the end of this policy.
You are not required to use the Model Withdrawal Form.
A statutory withdrawal does not require prior approval from DRACHENADER.
Returning Goods After Withdrawal
After informing us of your decision to withdraw, you must return the goods without undue delay and no later than 14 days after communicating your withdrawal, unless applicable law provides otherwise.
We will provide the designated return warehouse address and return instructions for your order.
Orders fulfilled from our DE Warehouse will generally be returned to our designated return warehouse in Germany.
Unless we have agreed to bear the return cost, or applicable law requires us to bear it, you are responsible for the direct cost of returning the goods.
Handling and Diminished Value
You may inspect the goods to the extent reasonably necessary to establish their nature, characteristics, and functioning.
You may be responsible for any diminished value resulting from handling beyond what is reasonably necessary for such inspection.
For knives and tools, activities such as sharpening, modification, disassembly, extensive use, or damage caused through use may exceed what is reasonably necessary to inspect the product.
The existence of diminished value does not by itself cancel a statutory right of withdrawal where that right otherwise applies.
Refunds Following an EU/EEA Statutory Withdrawal
Following a valid statutory withdrawal, we will reimburse payments as required by applicable law.
This generally includes the price paid for the goods and the cost of the least expensive standard delivery method offered for the original order.
If you selected a delivery method that was more expensive than our least expensive standard delivery method, the additional delivery cost is generally not refundable.
Unless otherwise agreed, reimbursement will be made using the same payment method used for the original transaction.
We may withhold reimbursement until we have received the returned goods or you provide evidence that the goods have been sent back, whichever occurs first, where permitted by applicable law.
Exceptions to the Statutory Right of Withdrawal
Certain products may be excluded from the statutory right of withdrawal where an applicable legal exception applies.
For example, goods made to the consumer's specifications or clearly personalized may be excluded where permitted by applicable law.
We will not apply any exception more broadly than permitted by law.
11. Statutory Rights and Non-Conforming Goods
Our voluntary 30-day return policy is separate from statutory rights relating to defective or non-conforming goods.
Depending on your country or region, you may have additional legal remedies if a product is defective, damaged, not as described, or otherwise does not conform to the sales contract.
Nothing in this policy excludes, replaces, or limits rights that cannot lawfully be excluded or limited.
12. Business and Contact Information
Brand: DRACHENADER
Legal entity:
Shenzhen Xingsheng Trading Technology Co., Ltd.
Business address:
Room 2304A16, Block B, Fujian Building
No. 2048 Caitian Road, Fushan Community
Futian Subdistrict, Futian District
Shenzhen, Guangdong, China
Customer service email:
support@drachenaderknives.com
Important: This business address is provided for company and contact information purposes. It is not a product return address unless we specifically instruct you otherwise.
For product returns, we will provide the designated US or Germany return warehouse address applicable to your order.
EU/EEA Model Withdrawal Form
Complete and send this form only if you wish to withdraw from the contract. You may instead use the electronic withdrawal function available through our store or send us another clear statement of withdrawal.
To:
DRACHENADER
Shenzhen Xingsheng Trading Technology Co., Ltd.
Room 2304A16, Block B, Fujian Building
No. 2048 Caitian Road, Fushan Community
Futian Subdistrict, Futian District
Shenzhen, Guangdong, China
Email: support@drachenaderknives.com
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
Product(s): __________________________________
Order number: __________________________________
Ordered on: __________________________________
Received on: __________________________________
Name of consumer(s): __________________________________
Address of consumer(s):
Date: __________________________________
Signature of consumer(s): __________________________________
(only if this form is submitted on paper)