1. About this policy
This Returns & Refunds policy applies to products, knives, axes, tools, custom items and other goods supplied by Rutherford Forge.
Nothing in this policy limits any consumer right or remedy that cannot lawfully be excluded.
2. Handmade and made-to-order products
Rutherford Forge products are handmade and may contain small variations in colour, grain, texture, finish, dimensions and appearance. These characteristics are part of the nature of handmade work and are not necessarily defects.
Custom-made, commissioned and personalised items are produced specifically for the customer. They cannot ordinarily be cancelled or returned simply because the customer has changed their mind, except where required by applicable law.
3. High-carbon steel, surface rust and care
Many Rutherford Forge blades are made from high-carbon steel. High-carbon steel can develop a small amount of surface rust, particularly when exposed to humidity during transport or when moisture becomes trapped inside packaging.
A small amount of surface rust does not necessarily mean that the item is damaged or defective.
For a utility knife, light surface rust may generally be removed carefully with fine steel wool and a suitable light lubricant or corrosion-protection spray.
For a cooking or hunting knife, light surface rust may generally be removed carefully with fine steel wool, followed by a suitable food-safe cooking oil or food-safe mineral oil.
After cleaning, the blade should be dried thoroughly and maintained according to the care instructions supplied with the item.
If the rust is heavy, deep, pitted or flaking, or if the item has a crack, loose handle or other structural concern, the customer should photograph the item and contact Rutherford Forge before cleaning, altering, sharpening or repairing it.
4. Damage caused by misuse, abuse or neglect
An item will not ordinarily be treated as defective where damage has resulted from misuse, abuse, force testing, an accident, neglect or failure to follow reasonable care instructions.
This includes damage caused by:
- prying, levering, twisting or bending the blade;
- using a knife as a screwdriver, pry bar, chisel or impact tool;
- striking unsuitable objects;
- chopping metal, stone or other materials for which the item was not designed;
- throwing, deliberately striking or force-testing the item;
- using an axe or knife beyond its intended purpose;
- failure to clean, dry, oil or store the item properly;
- unauthorised sharpening, repair, modification or alteration;
- ordinary wear and tear; or
- any other use inconsistent with the item’s intended purpose.
Rutherford Forge may request photographs, videos, proof of purchase and an explanation of how the damage occurred before assessing a claim.
Each matter will be considered individually. This section does not exclude rights relating to genuine defects that existed when the item was supplied.
5. Before placing an order
Customers should carefully check the product description, measurements, photographs, materials, intended use, price, delivery details and any applicable restrictions before placing an order.
If a customer is unsure whether a product is suitable for a particular purpose, they should contact Rutherford Forge before ordering.
6. Faulty, damaged or incorrectly supplied goods
If an item appears to have a genuine manufacturing defect, is materially damaged before delivery or is not the item ordered, the customer should contact Rutherford Forge as soon as reasonably possible at admin@rutherfordforge.co.za.
Please provide:
- the customer’s name;
- proof of purchase;
- the order or reference number;
- photographs or videos showing the issue; and
- a description of what happened.
The customer should not repair, modify, sharpen, clean extensively or dispose of the item before Rutherford Forge has had a reasonable opportunity to assess the matter, unless immediate action is reasonably necessary for safety.
Where a genuine defect, material pre-delivery damage or incorrect supply is confirmed, Rutherford Forge will provide an appropriate remedy in accordance with applicable law.
7. Change-of-mind returns
Rutherford Forge does not generally offer refunds or returns simply because a customer has changed their mind, selected the wrong item, no longer wants the item or expected it to look different from a handmade product.
Any voluntary exception is at Rutherford Forge’s discretion and may be subject to inspection, return shipping costs, handling costs and a deduction for damage, use or loss of value.
8. Custom, commissioned and personalised items
Custom, commissioned, engraved, personalised or specially made items cannot ordinarily be returned or cancelled because they were made specifically for the customer.
If Rutherford Forge has not yet started work, we may consider a cancellation request. Once materials have been purchased or work has begun, any deposit or part payment may be applied against reasonable materials, labour, administration and other costs.
This does not affect any remedy available where the item is genuinely defective or was not supplied as agreed.
9. Deposits, outstanding balances and abandoned orders
Deposits and part payments may be used to secure materials, workshop time and production capacity.
If a customer fails to pay the balance, provide required information or respond to reasonable attempts to make contact, Rutherford Forge may follow the abandoned-order process described in the General Terms & Conditions.
Rutherford Forge cannot be required to store an unfinished or completed item indefinitely. Any deposit or part payment may be applied against reasonable costs properly incurred, subject to applicable law.
10. International orders, customs and CITES
Knives, axes, blades and other forged goods may be subject to export controls, import restrictions, permits, carrier rules, customs requirements and CITES or other wildlife and environmental regulations.
The customer is responsible for confirming that the item may lawfully be exported to, imported into, possessed in and used in the destination country.
Rutherford Forge may review information reasonably available to us, but cannot guarantee that a foreign customs authority, carrier or destination country will accept a particular item.
The customer is responsible for all import duties, taxes, customs charges, handling fees, storage fees, return charges and other costs imposed by the destination country, customs authority or carrier.
This includes costs arising from missing, incorrect or refused CITES permits, certificates or supporting documents.
Rutherford Forge will provide accurate descriptions and values on customs and shipping documents. We will not under-declare an item, misdescribe it or mark it as a gift to avoid charges or restrictions.
If an item is delayed, refused, seized, confiscated, destroyed, returned to Rutherford Forge or otherwise cannot be delivered because of destination-country restrictions, missing permits, unpaid charges, customs decisions, carrier rules or refusal to accept delivery, the customer remains responsible for the resulting costs.
The purchase price, original shipping charges, return shipping, customs charges, duties, taxes and related costs are not automatically refundable in these circumstances.
Rutherford Forge may refuse or cancel an international order if we reasonably believe that shipment would be unlawful, prohibited, restricted or unacceptable to the carrier.
11. How to request a return or assessment
All return or defect requests must be sent to:
Please include the customer’s name, proof of purchase, order or reference number, photographs and a clear description of the issue.
No item should be returned without prior written approval and return instructions from Rutherford Forge.
The customer is responsible for packaging the item safely and securely when returning it. Items returned without approval, inadequately packaged or sent to the wrong address may be delayed or refused.
12. Refunds and remedies
Where a refund is legally required or approved by Rutherford Forge, it will generally be made using the original payment method unless another arrangement is agreed.
Refunds do not automatically include original shipping charges, return shipping, customs charges, duties, taxes, storage fees or other third-party charges unless required by applicable law.
Rutherford Forge may first inspect the returned item before confirming the appropriate remedy.
Exceptional circumstances may be considered individually. Rutherford Forge may, at its discretion, consider assistance where a customer experiences a serious and traumatic event or extraordinary hardship, but no discretionary exception creates an automatic entitlement to a refund.
13. Non-delivery, refused delivery and uncollected parcels
If a parcel is returned because the customer supplied incorrect information, refused delivery, failed to collect it, failed to pay required charges or could not be contacted, the customer remains responsible for return shipping, storage, re-dispatch and other related costs.
A refund is not automatically due in these circumstances.
14. Contact
For returns, refunds, damage reports or product-care questions, contact:
Rutherford Forge is based in Johannesburg North, Randburg, Johannesburg, 2188.
15. Changes to this policy
Rutherford Forge may update this Returns & Refunds policy when products, procedures, courier services or applicable legal requirements change.
Last updated: 31 August 2026