Return Policy for ornatepens.com
At ornatepens.com, we want you to be completely delighted with your purchase. We understand that sometimes an item may not be quite right, and we are committed to making the return process as smooth and straightforward as possible. This policy outlines your rights and our commitments regarding the return of products purchased through our website.
Your Right to Cancel
You have a statutory right to cancel your order for products within a specified period after the day you receive them. This right allows you to change your mind and return items without giving any reason. To exercise this right, you must inform us of your decision within this cooling-off period. For items that are not personalised, this right remains fully intact.
Returns for a Refund or Exchange
Should you wish to return an item, please ensure it is returned to us within a reasonable timeframe of receipt. The item must be in a re-saleable condition to qualify for a full refund or exchange. This means it must be:
- Unused and in the same condition as when you received it.
- In its original packaging with all tags, labels, and any included literature intact.
- Free from any signs of wear, damage, or alteration.
We strongly recommend that you package the item securely to prevent damage during transit. You are responsible for the item’s condition until it is received by us, and we advise using a tracked or recorded delivery service to ensure the safe return of the goods.
Fountain Pens and Inks
We appreciate that fountain pens are a specialist item that often requires testing. Before fully filling a fountain pen with ink, we recommend testing it by dipping the nib in ink first. If you fill a fountain pen with ink and then decide to return it, the item may be subject to a restocking fee to cover the necessary cleaning and refurbishment, as it can no longer be sold as a new item. Opened ink bottles, ink cartridges, and refills are generally not eligible for a refund due to hygiene and resale reasons.
Faulty or Incorrect Items
In the unlikely event that you receive a faulty item or an item that is incorrect, we sincerely apologise. Your statutory rights are not affected. Please contact our customer service team as soon as possible to report the issue. We will arrange for the return of the item and, upon inspection, offer a full refund or a replacement. If the return is a result of our error or a faulty product, we will also take care of the return postage costs.
Return Exclusions
While we strive to be as accommodating as possible, certain items cannot be returned. These typically include:
- Personalised or Engraved Items: Products that have been customised with engraving or personalisation are made especially for you and cannot be refunded.
- Special Orders: Items that are specifically ordered in for you, which are not part of our regular stock.
Need to Start a Return?
To initiate a return, please contact our customer service team. They will guide you through the process and provide you with a Return Merchandise Authorization (RMA) number if required. Please note that returns sent to us without prior authorisation may not be processed as quickly and could be subject to a restocking fee. We are here to help and want to ensure you are fully satisfied with your experience at ornatepens.com.