Returns, Exchanges, Refunds, and Privacy Policy

Updated : 4/4/2025

Returns, Exchanges, and Refunds Policy

Returns

You may return an item within 30 days of receiving your order for a refund, as long as the item is unused, in its original packaging, and in resaleable condition.

All returned items will be inspected upon receipt. If the item is confirmed to be unused and in resaleable condition, a refund will be issued.

If the item appears to have been used or is not in resaleable condition, we may need to return the item to you. In such cases, return shipping will be at the customer’s expense, and a refund will not be issued.

Please note that some customers attach the shipping label directly onto the original product packaging (not the outer shipping box) when returning items. If the item is returned this way, it will no longer be considered in resaleable condition, and we will be unable to issue a refund.

To begin a return, please submit a request via our Return & Exchange Portal. Once approved, we’ll send you return instructions by email.


Refunds

Once your returned item is received and inspected, we will notify you by email.

If approved, we will issue a refund for the product price after deducting the original shipping charge and return shipping costs. Please note that no restocking fee will be applied.

For your convenience, we can provide a prepaid return shipping label, and the cost of the label will be deducted from your refund.

Alternatively, you may return the item using your own trackable and insured shipping method.

Please note that we are not responsible for lost or damaged return shipments, so we strongly recommend using a shipping method that includes insurance.

Refunds are typically processed within 5–7 business days after we receive your return. Depending on your payment method and bank, it may take additional time for the refund to appear on your statement.


Exchanges

If you would like a different size or color, please return the original item for a refund and place a new order.

If you need help checking availability or placing a new order, feel free to contact us.

For items that are damaged or defective, please refer to the section below.


Damaged or Defective Items

If your item arrives damaged or defective, please contact us at info@santokunyc.com within 15 days of delivery.

We are unable to accommodate claims made after this 15-day period, regardless of the issue.

For Damaged Items

Please attach the following photos when you contact us:

  • Entire product
  • Visible damage
  • SKU label
  • Original outer shipping box (including the shipping label and any packing material)

After reviewing the photos, we’ll provide a replacement or full refund, and we’ll cover return shipping if required.

For Defective Items

If you believe the item is defective, please also begin by emailing us clear photos showing the issue.

After our initial review, we may ask you to return the product for inspection.

If a manufacturing defect is confirmed by our team and the manufacturer, we will issue a full refund or send a replacement free of charge.

Please keep the product and packaging, as they may be needed for carrier claim processing.


Sample Sale & Final Sale Items

Items marked as “Sale,” “Clearance,” or “Sample Sale” are final sale and cannot be returned or exchanged**, except in the case of defective or damaged items**.

Face masks and other personal-use hygiene items are also non-returnable due to health regulations.

Lost, Stolen, or Damaged Packages

Your package is covered by standard carrier insurance (UPS/USPS), typically up to $100, but:

  • You must file a claim directly with the shipping carrier.
  • Compensation is not guaranteed and may take time.
  • We are not responsible for packages marked as “Delivered” by the carrier but not received.

We recommend checking with household members or building staff, and reviewing security camera footage if available. 


------------------------------------------------------------

 Privacy Policy

SECTION 1 - WHAT DO WE DO WITH YOUR INFORMATION?
When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.

When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.

Email marketing (if applicable): With your permission, we may send you emails about our store, new products and other updates.


SECTION 2 - CONSENT

When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.

If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.


SECTION 3 - HOW DO I WITHDRAW MY CONSENT?

If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at info@santokunyc.com or mailing us at:

Santoku NYC 6 North Pearl Street, 4th Floor Suite F, Port Chester, NY 10573


SECTION 4 - DISCLOSURE

We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.


SECTION 5 - SHOPIFY

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.

Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.

Payment: If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover.


SECTION 6 - THIRD-PARTY SERVICES

In general, the third-party providers used by us will only collect, use, and disclose your information to the extent necessary to allow them to perform the services they provide to us.

However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions.

For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers.

In particular, remember that certain providers may be located in or have facilities that are located a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located.

As an example, if you are located in Canada and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act.


SECTION 7 - SECURITY

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.


SECTION 8 - COOKIES

Here is a list of cookies that we use. We’ve listed them here so you that you can choose if you want to opt-out of cookies or not.

  • _session_id, unique token, sessional, Allows Shopify to store information about your session (referrer, landing page, etc).
  • _shopify_visit, no data held, Persistent for 30 minutes from the last visit, Used by our website provider’s internal stats tracker to record the number of visits
  • _shopify_uniq, no data held, expires midnight (relative to the visitor) of the next day, Counts the number of visits to a store by a single customer.
  • cart, unique token, persistent for 2 weeks, Stores information about the contents of your cart.
  • _secure_session_id, unique token, sessional
  • storefront_digest, unique token, indefinite If the shop has a password, this is used to determine if the current visitor has access.


SECTION 9 - AGE OF CONSENT

By using this site, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.


SECTION 10 - CHANGES TO THIS PRIVACY POLICY

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.

If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.


QUESTIONS AND CONTACT INFORMATION

If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact our Privacy Compliance Officer at info@santokunyc.com or by mail at:

Santoku NYC
[Re: Privacy Compliance Officer]
6 North Pearl Street, 4th Floor Suite F, Port Chester, NY 10573

Close (esc)

Important Notice: Shipping Delay Due to Warehouse Move.

Shipping for the following brand products is temporarily on hold due to warehouse relocation until mid of May:

  • ZERO JAPAN (except for Sale items)
  • YAMACHU
  • M-TAKA
  • kitpas
  • RIKAGAKU
  • Sizzler

However, other products such as Birdy, UCHINO, and HIROTA will continue to ship as usual.

Thank you for your patience during this transition. For more information or assistance, please contact us.

Important Notice: Shipping Delay Due to Warehouse Relocation

Shipping for the following brand products is temporarily on hold due to warehouse relocation until early May:

ZERO JAPAN (except for Sale items), YAMACHU, M-TAKA, kitpas, RIKAGAKU and Sizzler

However, other products such as Birdy, UCHINO, and HIROTA will continue to ship as usual.

Thank you for your patience during this transition.

Search

Shopping Cart

Your cart is currently empty.
Shop now
Liquid error (layout/theme line 235): Could not find asset snippets/pe-disco-countdown-timer.liquid