Returns Policy

Cooling-off Period

Under the UK Distance Selling Regulations (2000) EU customers have the
right to cancel the contract relating to the order at any time up to the end of 7
working days after the goods are delivered. To exercise your right of
cancellation, you must give written notice to Pen Sense by letter or email
giving details of the goods ordered, date received and reason for return.
Notification by phone is not acceptable. If you exercise your right of
cancellation under the Distance Selling Regulations (2000) after the goods
have been delivered to you, you will be responsible for returning the goods to
Pen Sense at your own cost. The Distance Selling Regulations (2000) places
a duty on you to take reasonable care of the goods once you have exercised
your right to cancel. Returned items must be unused, unworn, not damaged or
marked, and securely packaged and shipped in a plain padded envelope or
outer box. For your protection, we recommend that you use a recorded-
delivery service. Please include all internal packaging including the original
box and if relevant, the guarantee. Please ensure that we receive it within
seven working days of the day after the date that the item was delivered to
you. Please note that you will be responsible for the costs of returning the
items to us unless we delivered the item to you in error, or if the item is
damaged or defective. Pen Sense will refund you within 30 days for any sum
that has been paid by you or debited from your credit or debit card for the
goods. If after exercising your right under the Distance Selling Regulations
(2000) you do not return the goods as required, Pen Sense may charge you a
sum not exceeding the direct costs of recovering the goods. When exercising
your right to cancel under the Distance Selling Regulation (2000) please
return the goods to Pen Sense, 5 King Street, Nottingham, NG1 2BH

Items returned because they are damaged,
defective or incorrect

If you are returning an item because of an error on our part or because it is
damaged or defective, we will pay your costs of returning it to us by recorded
delivery. You must be report any problem to us in writing within 72 hours of
receipt via letter or email. Please return the goods to the Pen Sense address;
they will check all items returned as damaged or defective. In the event
we find no fault, we reserve the right to re-charge you for the item/s and to
recover our fees and expenses from you.

Exceptions

Under the Distance Selling Regulations (2000) - You do not have the right to
cancel the contract under the Distance Selling Act if you have collected goods
or if you are not a consumer i.e. a company, partnership, sole trader or any
other commercial body or registered charity.

We will not refund any optional special delivery charges.