Refund policy

1. Return Window
We have a 30-day return policy for customers outside the European Union. This means you have 30 days after receiving your item to request a return. EU customers have a 14-day right of withdrawal under EU consumer law — see Section 6 for full details.

2. Return Eligibility
To be eligible for a return, your item must meet all of the following conditions:

  • Same condition as received: All original packaging and accessories must be included.
  • Blade condition: Knife blades must be free of large chips, dents, or scratches caused by misuse. 
  • Proof of purchase: You’ll need your receipt or order confirmation email.

3. How to Start a Return
Contact us at hello@seattleultrasonics.com to initiate the return process. Do not send items back without first requesting a return — unannounced returns will not be accepted. 

EU customers must use the withdrawal form on our website or contact us in writing. See Section 6.

4. Return Shipping
If your return is accepted, we will provide a free prepaid return shipping label, along with instructions on how and where to send your package.

In cases where the return is due to a change of mind (rather than a defect or error on our part), return shipping may not be covered for customers outside the EU. We will confirm this when your return is initiated. EU customers: return shipping costs and DDP requirements are governed by Section 6.

5. Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or incorrect. We will evaluate the issue and make it right. Defective or incorrectly shipped items are always covered at no cost to you.

6. European Union — 14-Day Right of Withdrawal
If your order is shipped to a destination within the European Union, you have the right to withdraw from your purchase within 14 days of receiving your item, for any reason and without justification. This right is provided under EU Directive 2011/83/EU as amended by Directive 2023/2673.

6.1 How to Exercise Your Right of Withdrawal
EU customers may submit a withdrawal notice using either of the following methods:

  • Online withdrawal form: Use the withdrawal mechanism on our website (accessible from the "Withdraw contract" button in the footer).
  • Written notice: Email hello@seattleultrasonics.com with your name and order number. You will receive an email confirmation of your withdrawal request promptly after submission.

6.2 Condition of Returned Goods
You are entitled to handle the product to the same extent you would in a physical store — for example, to inspect its build quality, test the fit in your hand, and verify its features and functions.

However, if the product has been used beyond what is reasonably necessary for this type of assessment — for example, if the blade has been used for actual food preparation — we reserve the right to deduct from your refund an amount proportional to the reduction in the product’s value caused by that use. We will provide a written itemisation of any deduction before applying it.

6.3 Packaging
Returning the product in its original packaging is not a condition of exercising your right of withdrawal. However, we ask that you use reasonable care when repackaging the item for return. If original packaging is not returned and this materially affects the resale value of the product, a proportional deduction may apply.

6.4 Return Shipping Costs
Return shipping costs for EU withdrawal returns are the responsibility of the customer. We will not provide a prepaid return shipping label for change-of-mind returns. You will arrange and pay for return shipping directly. The cost of return shipping will not be deducted from your refund.

We will always refund any outbound shipping charge you paid at the time of purchase.

6.5 Approved Couriers
Please use UPS or FedEx for your return shipment. We do not recommend DHL for returns containing knives, as acceptance policies vary by country and your shipment may be refused. We cannot process refunds for shipments that are refused by a carrier.

6.6 DDP (Delivered Duty Paid) Requirement
Return shipments must be sent on a Delivered Duty Paid (DDP) basis — all customs duties and import fees into the United States must be prepaid by you as the shipper. Shipments arriving on a Duties Unpaid basis will be refused or returned to sender, and we will be unable to process your refund until a compliant shipment is received.

To book DDP with your chosen courier:

  • UPS: Select “Shipper” as the payer for duties and taxes when booking your shipment online or at a UPS location.
  • FedEx: Under the duties/taxes payment option, select “Shipper.”

6.7 Lithium Battery Labeling
If your return includes any product containing a lithium battery — including the C-200
Ultrasonic Chef’s Knife, Extra Battery Pack, or any bundle containing these items — your package must display the appropriate lithium battery hazardous materials label on the outer packaging as required for international shipment of lithium battery-containing devices.

Your return shipment must display a UN3481 label (lithium-ion batteries contained in
equipment). Labels are available at most UPS and FedEx ship centers, or can be printed from the courier’s website when booking online.

Shipments without required labeling may be held or refused by the carrier. We cannot be responsible for refund delays caused by labeling non-compliance.

6.8 Return Address
Send all EU returns to:

Seattle Ultrasonics / Cuisonic, Inc.
2226 Eastlake Ave E #236
Seattle, WA 98102
USA

6.9 Refund Timeline
We will process your refund within 14 days of receiving the returned item, or within 14 days of you providing verified proof of return shipment, whichever is earlier. We will always attempt to refund to your original payment method. Where this is not possible (for example, for orders placed more than 90 days prior), we will contact you to arrange an alternative method, which may include PayPal, paper check, or bank wire transfer.

Your original outbound shipping charge, if any, will be included in your refund. Any deductions for diminished value or missing packaging will be itemised in writing before being applied.

7. Exceptions — Non-Returnable Items
Certain items cannot be returned:

  • Custom or personalised products: special orders or items tailored to your
    specifications.
  • Consumable accessories showing use: items such as replacement cutting boards or sharpening stones that show clear evidence of use are not returnable outside of a manufacturing defect.
  • Hazardous materials: we do not accept returns of hazardous materials, flammable liquids, or gases.
  • EU customers: these exceptions do not override your statutory right of withdrawal. If you are an EU customer, Section 6 governs your return rights regardless of the above. Condition-related exceptions may result in a proportional refund deduction rather than a return refusal.

8. Returns for Bundles
If you purchased a bundle and a single component is faulty or you wish to return it, you do not need to return the entire bundle.

  • Contact us at hello@seattleultrasonics.com with your order number and a description of the item.
  • We will provide instructions for returning that specific item.
  • The refund amount will reflect the pro-rated discounted value of the individual item within the bundle, not the full bundle price.

9. Exchanges
The fastest way to exchange an item is to return it and place a separate order for the
replacement once the return is accepted. For direct exchanges, please contact us to discuss availability.

10. Refunds
We will notify you once we’ve received and inspected your return. If approved, your refund will be processed within 10 business days. We will always attempt to refund to your original payment method. Where this is not possible (for example, for pre-orders placed more than 90 days prior), we will contact you to arrange an alternative, which may include PayPal, paper check, or bank wire transfer. Please allow additional time for your bank or card issuer to post the credit.

If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at hello@seattleultrasonics.com.

For any questions, contact us at hello@seattleultrasonics.com