Returns & Exchanges
📌I have purchased this item from your website, but I don't like it. How can I return it to you? Will I be charged a restocking fee for returning an item?
To be eligible for a return, the item must be in the same brand-new condition it was received in, including the original packaging, accessories, parts, and paperwork. We cannot accept used or opened bottles of ink, ink cartridges, used notebooks, engraved pens, or pen cleaning supplies. Transparent pens that have an internal filling system (such as a piston fill or vacuum fill) cannot be returned for a refund once they have been inked. For these types of pens, we strongly suggest testing the nib first.
Please note that you will be responsible for the return shipping costs. Free items or gifts with purchase cannot be refunded or replaced.
📌How can I exchange my item for a different color, finish, or nib size?
Exchanges can be made within 7 days of delivery. If you're not satisfied with your purchase and would like to exchange it for a different item, please email us with your request. Follow the instructions for a regular return. Exchanges will be shipped at the customer's expense.
📌The item I received is damaged, defective, or not the item I ordered. How can this be resolved?
Before contacting us, please check the box that your order arrived in and make sure that there are no loose items at the bottom of the packing material. If the box appears damaged or tampered with during shipping, please note this when contacting us. If any item arrives damaged, please contact us with a photo attached.
📌I purchased a beautiful fountain pen from your company, but it doesn't seem to work well. The pen skips and the ink flow is poor. Can I return this to you?
If the above problems occur within 90 days of receiving the pen, we are willing to replace it for free. If it's been more than 90 days, we can guide you through purchasing replacement parts until it's fixed.
📌How long does it take to process a return or exchange?
Once we receive your return or exchange, it will be processed within 3-5 days. Refunds will be issued within 1-3 business days.
📌When will I receive my refund?
If your refund is approved, it will be issued within 1-3 business days.
📌Where should returned packages be sent?
Our partner will tell you the address of the return warehouse according to your country. The address is for reference only.
Address: 72, Guimiao Avenue, Nanshan District, Shenzhen, China
Approval of all returns is subject to the discretion of Pen&Friend, who reserves the right to decline refund requests if the product has been improperly used, damaged, modified or is otherwise unable to be resold.