Returning A Pen
We want you to be happy with any pen you purchase from us. If you’d like to return a pen for store credit, you will receive the full purchase price, provided the pen is in the condition in which we sent it out. However, if you prefer a refund, there will be a 20% restocking fee. We understand that this can be fairly significant on the higher end pens. Please keep in mind the time we spend optimizing your pen and that the higher end pens usually have large and complicated presentation boxes which require extra time and care on our part.
Pen Exchanges Within First 30 Days
If you do decide that the pen you selected is not the best fit for you, contact us at firstname.lastname@example.org within 30 days of your original purchase date. We will provide instructions on sending the pen back to us for exchange.
Pen, presentation box, and all accompanying materials must be in their original condition. If you ordered a pen with a nib customization, the cost of the customization is not refundable. Personalized pens, such as pens with engraving, kanji, roll-stoppers, or zogans, are not exchangeable. Shipping fees will apply.
Once your exchange has been received and approved, you will receive a full store credit you can use for any other merchandise or for repair work. If you prefer a refund instead of store credit, there will be a twenty percent restocking fee.
Adjustments/Repairs/Customizations Within First 30 Days
Our goal is for you to be pleased with the work we have done for you. Our nib set-up and optimization process ensures that the pens and nib units you receive from us will have already been tuned, tested, and optimized for your personal writing characteristics before your purchase even leaves our shop.
This process maximizes the potential for your pen or nib unit to be writing superbly for you from the moment you receive it. However, different inks, papers, and even weather conditions can affect how your pen works for you. If a recent purchase or repair is not performing as expected, contact us at email@example.com within 30 days of receiving your pen.
If it proves necessary for you to return your pen to us, any adjustments or service within the scope of the original purchase or repair will be done on a rush basis at no charge to you. If you are asking for additional services or a change in customization, standard charges and shipping will apply. Shipping charges will also apply in the case of a nib swap from one tipping size to another. In all cases, please complete a Repair Order Form before sending us your pen.
After 30 Days From Original Order
If you purchase a pen or nib unit from us, any repairs or customizations past the first 30 day period will be done on a rush basis with no additional charges beyond shipping and the standard costs of the repair, customization, or other service requested.
This offer only applies to the original purchaser or recipient of the pen or nib unit. Proof of purchase via your original paid invoice will be required. As always, please include a completely filled out Repair Order Form.
Purchases of ink, books, and accessories cannot be refunded or exchanged. If an item is damaged during shipping, please contact us at firstname.lastname@example.org within 7 days of receiving your order so that we can arrange for a refund or replacement.
We always want to make sure that you are happy with any purchase, repair, or service you receive from us. Please contact us at email@example.com with any questions, concerns, or requests for additional information. We'll be happy to help.