It may happen that a knife a customer purchases from us has a manufacturing defect or that a defect develops as a result of use. There can be a variety of reasons for this—ranging from a hidden material defect to, for example, an error that occurred somewhere in the manufacturing process. If the knife is under warranty (and our knives come with a 7-year warranty), anyone is entitled to a free repair or replacement in the event of a manufacturing defect. What is the correct procedure?
The basic rule is that a claim must be filed with the retailer from whom the knife was purchased and with whom the purchase agreement was made. Therefore, Mikov can only handle complaints regarding knives purchased either through our online store or directly from our staff (for example, at trade shows). We cannot, therefore, address complaints regarding knives purchased from other retailers. However, if you encounter any problems or uncooperativeness on the part of the retailer, we would appreciate it if you would inform us so that we can assist you. To date, however, we have had virtually no such cases, and we trust that this will remain the case in the future.
Of course, according to the law, you do not need a receipt to file a complaint, but you must be able to credibly prove to the retailer that you actually purchased the knife. Customers of our online store have an advantage here because the invoice is issued directly in their name, and if someone has lost it, it’s no problem to retrieve it. Nevertheless, it saves everyone time if you first send us an email regarding your claim. Please include a copy of the invoice along with a description of the defect in the package you send to the factory.
And one more important note. If you’re filing a claim directly with us, we’d appreciate it if you could send us a copy of the final inspection slip—which comes with every knife—along with the knife in question. This will help us work toward continuously improving the quality of our products.