Refund Policy

Refund and Return Policy

Last updated: August 27, 2026

Cutter's Bench is an independent, multi-brand specialist retailer of cutting, shearing, and slicing tools. The storefront is operated by Bench Row Trading LLC, an Oregon-registered limited liability company located at 142 Bench Row, Suite 3, Portland, OR 97205, United States. This policy explains when returns and refunds are available, how to start a request, and how quality or authenticity concerns are reviewed and resolved.

Return Window

Returns are accepted within 30 days of delivery. To be eligible, an item must reach us within this window, so we recommend contacting us before day 30 if you are considering a return. Orders ship with free shipping on orders over $45.00, and standard shipping is $8.00.

Eligibility and Item Condition

To qualify for a return, an item should be:

• Within the 30-day return window measured from the delivery date
• In the same condition in which it arrived, ideally with its original manufacturer packaging and any included documentation
• Accompanied by your order number so we can locate the purchase quickly

We encourage you to inspect the original factory packaging, embossed brand markings, etched blade stamps or printed blade codes, and included documentation when your order arrives. If anything differs from the listing photos or the manufacturer's markings, you can report it for immediate review.

How to Start a Return or Refund Request

All requests begin with an email. Contact our after-sales team at after-sales@cuttersbench.shop with the following information:

• Your order number
• Whether the request is a return, exchange, status check, or usage question
• Photos if the item arrived in unexpected condition

The after-sales team will verify your order and its delivery status from our records, give you clear next-step instructions for your request type, and track the case through to refund or resolution confirmation. You can expect a first response within 1 business day. Messages received outside the service window (Monday through Friday, 9:00 a.m. to 5:00 p.m. Pacific Time) are queued in arrival order and answered at the start of the next business day.

Damaged, Incorrect, or Unexpected-Condition Items

If an item arrives damaged, incorrect, or otherwise not as expected, contact the after-sales team with photos of the item and its packaging. We will verify the order and delivery status, provide clear next-step instructions, and track the case to a confirmed resolution. If a request falls outside standard order handling, it is escalated to the primary support desk supervisor for review.

Quality and Authenticity Concerns

We stand behind every item we sell. Each product we ship is a genuine, first-quality product of the brand named on its listing, acquired through that brand's authorized distribution, and shipped in the manufacturer's original packaging. All stock is purchased exclusively through authorized distributors with full chain-of-custody documentation; no gray-market, refurbished-as-new, or unlabeled bulk lots are accepted. If any item is ever shown not to meet this standard, the store bears full responsibility.

How to Submit a Quality or Authenticity Report

Send your report to our quality assurance team at quality-assurance@cuttersbench.shop and include:

• Your order number and item model
• Clear photographs of the item, its packaging, and the brand markings in question
• A short description of the discrepancy observed versus the listing or manufacturer information

If photos are inconclusive, we may ask you to keep the item and its packaging while we consult the distributor or manufacturer.

Review Stages and Customer Updates

Every claim follows a documented review process:

• A quality assurance specialist logs the claim and opens a review record
• The submitted photos are compared against archived batch records and listing samples
• If needed, distributor or manufacturer records are consulted to verify the claim
• A written determination, with the reasoning and remedy, is sent to you within the review window

The quality assurance team's first response time is within 2 business days. Every authenticity or quality report receives a documented written resolution; no claim is closed without a decision communicated to the customer.

Remedy for Verified Authenticity Concerns

If an authenticity concern is verified, you will receive:

• A full refund of the item price and any shipping fee paid
• The choice of keeping or returning the item, at the store's expense via prepaid arrangement
• Written confirmation of the finding

Refund Process

Once a return is approved, the after-sales team confirms refund progress and tracks the case through to refund confirmation. Refunds are issued to the original payment method used at checkout. We accept credit cards and PayPal, and refunds are processed accordingly.

Exchanges

If you would prefer an exchange rather than a refund, indicate this when you contact the after-sales team. We will confirm availability of the replacement item and provide instructions for returning the original within the 30-day return window.

Shipping Fees

Standard shipping is $8.00, and orders over $45.00 ship free. For approved returns, any shipping fee paid is refunded when the return is accepted; where an authenticity concern is verified, the item price and any shipping fee paid are refunded in full.

Warranty Coverage

Warranty coverage follows the product information and support guidance provided with each item. We do not make warranty promises beyond what the product information and support guidance provide. For care, sharpening, and blade-replacement guidance on items already delivered, the after-sales team is available to help.

Contacting Cutter's Bench

Cutter's Bench provides clear support before and after the order. Our shared service window is Monday through Friday, 9:00 a.m. to 5:00 p.m. Pacific Time (PT), including observance of U.S. daylight saving changes. Messages received outside these hours are queued in arrival order and answered at the start of the next business day; no request is lost overnight or over a weekend.

• General support: support@cuttersbench.shop — the first point of contact for general questions, triaged to the correct specialist department within 1 business day. Include your order number or checkout email, a brief description of the question, and photos if the question concerns a received item.
• After-sales (returns, order changes, delivery status): after-sales@cuttersbench.shop — first response within 1 business day.
• Quality assurance (defect and authenticity reviews): quality-assurance@cuttersbench.shop — first response within 2 business days.

Unresolved or cross-department cases are escalated to the operations manager at Bench Row Trading LLC, which operates the storefront and oversees sourcing, fulfillment, customer service, and the accuracy of our listings and policies.