All pens are individually checked by us before they are packed to ensure they meet our finished goods standards.
Our Pens are hand turned and assembled to your exact order requirements where you have set out, wood type, pen style, pen trim colour, personalisation of the pen, pen case, or any inserted card so therefore all pens ordered including the pen box are classed as custom orders.
Under the “The Consumer Rights Directive” custom orders are excluded from the 14-day cooling-off period.
We will of course accept returns if a product is defective in its manufacture but only if you inform us immediately on the receipt of your order by email to us at the email address below stating the issue.
We can jointly agree if the return is necessary and if so we agree a return process that is agreeable to all, we will support the client fully during the process.
We will refund your postage for returned pens if we deem them to be defective.
Should you wish to return a pen that is in perfect working order and the pen has not been engraved we will discuss that with you and if we agree to a return and the pen is received by us in a suitable condition for resale ( you are responsible for posting the pen back to us, if you decide not to register the pen we are not responsible for that pen should it be lost in the postal system, nor is it our responsibility to investigate the missing pen with whomever you shipped the pen back to us ) a restocking fee of 20% of the website price for the pen ordered at the time of your order will be charged plus a €10 charge for the standard (excluding wooden pen boxes as personalised wooden pen boxed can not be returned unless we have made a mistake in the engraving ) pen box. The total restocking charge will be deducted from your order value and we will refund via the payment method used to purchase the pen on our website. As we don’t hold any personal banking details this is the only method open to us for refunds.
Personalised pens or Personalised pen cases text is taken from your order by cut and paste process so we ensure we engrave or make a personal note exactly as you gave it to us. Please take the time to ensure you give us the correct information because we craft pens for clients worldwide and we cannot proof the spelling of names.
If you have any special requests or just want to ask a question, please contact us at any time at firstname.lastname@example.org