Refund Policy
Returns
We want you to be completely happy with your personalised pen. Because every pen we sell can be engraved to order, please read this policy carefully before ordering.
Non-personalised items
If your item has not been personalised, you may return it within 30 days of delivery for a full refund, provided it is unused and in its original packaging. Please contact us at hello@penspersonalised.co.uk before returning any item.
Personalised items
Because engraved items are made specifically for you, personalised pens can only be returned if they arrive faulty or damaged, or if the engraving does not match what you approved at checkout. Please contact us within 14 days of delivery with photos of the item and we will arrange a replacement or refund.
How to start a return
Email hello@penspersonalised.co.uk with your order number and the reason for return. We'll confirm next steps and, where applicable, provide a returns address.
Refunds
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. Approved refunds are processed to your original payment method within 5–10 working days.
Contact us
Pens Personalised, 222 Kensal Road, London, W10 5BN, United Kingdom
Email: hello@penspersonalised.co.uk
Phone: 07807 558794