Refund policy

Returns and refunds

Pens Personalised is a trading name of Midnight Pearl Ltd, a company registered in England and Wales (company number 17108923), registered office Unit 318, 222 Kensal Road, London W10 5BN, United Kingdom. Because most of what we sell is engraved to order, please read this before ordering.

Items without engraving: your right to cancel

Under the Consumer Contracts Regulations 2013 you may cancel an order for an item without engraving within 14 days of the day you receive it, without giving a reason. We extend this to 30 days. To cancel, tell us by email at hello@penspersonalised.co.uk or by phone on 020 8036 1132. You can use the model cancellation form below, but you do not have to. Please return the item unused and in its original packaging within 14 days of telling us. You pay the cost of returning it. We refund the price of the item, and the original standard delivery charge if you return the whole order, within 14 days of receiving it back or of receiving proof that you have sent it, using your original payment method.

Engraved items

Engraved items are made to your specification, so the right to cancel does not apply to them (Consumer Contracts Regulations 2013, regulation 28(1)(b)) and they cannot be returned because you have changed your mind. This does not affect your rights under the Consumer Rights Act 2015.

Faulty, damaged or incorrectly engraved items

We will always put right a faulty item, damage in transit, an engraving that does not match the preview shown when you ordered, or an engraving that is poorly executed, with a replacement or a full refund. We reimburse your reasonable return postage. Please tell us as soon as possible, ideally within 14 days of delivery and with photographs, so we can put it right quickly. This does not limit your rights under the Consumer Rights Act 2015.

We engrave exactly what you enter, character for character, and the preview you see before ordering is the engraving you will receive. We cannot accept a return where the engraving matches what you typed, so if you are unsure about spelling please ask us before ordering.

Model cancellation form

To: Pens Personalised (Midnight Pearl Ltd), Unit 318, 222 Kensal Road, London W10 5BN, hello@penspersonalised.co.uk
I hereby give notice that I cancel my contract of sale of the following goods: ______
Ordered on / received on: ______
Name: ______
Address: ______
Date: ______

Contact
Email hello@penspersonalised.co.uk, telephone 020 8036 1132, or write to 222 Kensal Road, London W10 5BN, United Kingdom. We reply Monday to Friday, 9am to 5pm, usually the same working day.