Refund policy
Returns
We want you to be happy with your pen. Because most of what we sell is engraved to order, please read this before ordering.
Items without engraving
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. Email us first at hello@penspersonalised.co.uk.
Engraved items
Because an engraved pen is made specifically for you, it cannot be returned simply because you have changed your mind. This does not affect your statutory rights under the Consumer Rights Act 2015.
We will always put right:
- a faulty pen
- damage in transit
- an engraving that does not match what you approved when ordering
- an engraving that is poorly executed
We cannot accept a return where the engraving is exactly as you typed it. We engrave precisely what you enter, character for character, and the preview shown before you order is the engraving you will receive. If you are unsure about spelling, please ask us before ordering.
Starting a return
Email hello@penspersonalised.co.uk with your order number and the reason. Please include photographs if the item is faulty or damaged. We will confirm the next steps and provide a returns address.
Please contact us within 14 days of delivery for faults or engraving errors.
Refunds
Once we receive and inspect your return we will notify you of the outcome. Approved refunds are processed to your original payment method within 5 to 10 working days.
Contact
Pens Personalised 222 Kensal Road, London, W10 5BN, United Kingdom hello@penspersonalised.co.uk 07807 558794