Returns policy

Returning a pen handmade by Irish Pens

  1. Custom Orders: Since your pen was hand turned and assembled according to your specific requirements, including wood type, pen style, trim color, personalization, pen case, or inserted card, they are considered custom orders. The picture of the pen on our website is a guide only as the wood grain and colour in two pens turned from the same species of wood can never be the exactly same. 

  2. Cooling-Off Period: Custom orders are excluded from the 14-day cooling-off period as per "The Consumer Rights Directive."

  3. Defective Products: You accept returns for products that are defective in their manufacture. Customers should inform us immediately upon receipt of the order by email at info@irishpens.ie

  4. Return Agreement: We will jointly agree with you the customer if a return is necessary. A suitable return process will be agreed upon, with full support provided to the customer during the process.

  5. Postage Refund: Postage for returning defective pens will be refunded if deemed necessary.

  6. Returns for Non-Defective Items: Customers may return a pen in perfect working order, with no marks/scratched/dents and in full resale condition, provided the pen has not been engraved. Fountain pens that have been inked up will not be accepted for return. A €10 charge to replace the standard pen box, will apply. The pen box charge will be deducted from the order value, and refunds will be processed via the original payment method.

  7. Personalization Accuracy: Text for engraving on pens or the oak pen box upgrade is taken directly from the customer's order. Customers are responsible for providing accurate information, as we do not proofread or verify the spelling of names.

  8. We do not accept returns of items damaged by the user, or by improper use of the item.

Return of Non-handmade accessory or branded pen purchase

At Irish Pens, we take pride in offering high-quality writing accessories and branded writing instruments we do not craft inhouse. If you find the need to return or exchange an item, we have outlined the following returns policy to ensure a seamless process.

1. Defective or Incorrect Refills:

  • If you receive a item that is defective, damaged, or does not match your original order, please contact our customer service team within 7 days of receiving your shipment.
  • Email us at info@irishpens.ie with your order details, a description of the issue, and clear photos if applicable.
  • We will assess the situation and provide guidance on returning the defective item.
  • Upon receipt and verification, we will either send you a replacement or issue a full refund, including any associated return shipping costs.

2. Ordering Errors:

  • If you accidentally ordered the wrong item, please get in touch with our customer service team within 14 days of receiving your order.
  • Email us at info@irishpens.ie with your order details and the reason for the return.
  • You may be responsible for return shipping costs, and a restocking fee may apply.
  • Once we receive the returned item and verify its condition, we will process a refund or exchange, as agreed upon.

3. General Returns:

  • If you decide to return an item for any reason other than defects or ordering errors, (excluding inked up fountain pens) please contact us within 14 days of receiving your order.
  • Email us at info@irishpens.ie with your order details and the reason for the return.
  • You will be responsible for return shipping costs and a restocking fee, which will be deducted from your refund.
  • Returned items must be in unused and resalable condition, with original packaging intact.
  • We can not accept returned inked up fountain pens, even if the client has flushed/cleaned the nib.
  • Once we receive the returned item and verify its condition, we will process a refund, minus applicable fees.

4. How to Initiate a Return:

  • To initiate a return, please contact our customer service team at info@irishpens.ie
  • Provide your order details, a description of the issue, and any relevant photos.
  • Our team will guide you through the return process, including packaging instructions and return address.

5. Refund Process:

  • Refunds will be processed via the original payment method used for the purchase.
  • Please allow up to 10 working days for the refund to reflect in your account after we receive and process the returned item.

We strive to provide exceptional customer service and ensure your satisfaction with our pen refills. If you have any questions, concerns, or need further assistance, please don't hesitate to contact us at info@irishpens.ie. Thank you for choosing Irish Pens for your writing needs.

Contact Information: Customers can reach out to you at any time for special requests or questions via email at richard@irishpens.ie.