Pen Sense values your custom and prides itself on offering prompt and professional service to our clients.
All sizes and details specified per product are approximate and correct at the time of including on the site. There may be slight colour variations between the image displayed and the actual item. We update our product listing on a regular basis to reflect changes in our product lines. Please check product details to ensure you are choosing the item you require. All items are subject to availability and promotional offers are available whilst stocks last.
E&OE: With so many products on our website, the occasional error or inaccuracy in pricing, images, codes, sizing, dimensions, capacities and descriptions may occur. It is not in any way to mislead our customers and we would apologise in advance if there is inconvenience caused. In particular, if sizing is critical please check with us to be sure. We reserve the right to remove from sale any item that is not correctly priced.
We cannot confirm the price of a Product until your order has been accepted in accordance with our Order acceptance policy. Order acceptance and the completion of the contract between you and us will take place when we despatch Products to you that you have ordered unless we have notified you that we do not accept your order. Please only order from us if you agree with our terms and conditions, thank you.
Errors and Omissions Excepted.
If you have any questions or need further details on a product, please feel free to contact us
. Our staff team are trained to be familiar with our product lines and will be able to offer the assistance you require.
Returns for Online, Mail Order Telephone Sales and Third Party Sites
In the unlikely event that you receive an item broken or faulty, we will replace it Free of Charge. We may require the item to be photographed and emailed or returned to us and we will refund you the cost incurred. Items broken on arrival must be notified within 3 Days of receipt.
If you decide that the Goods are not appropriate you may return them at your cost for a refund on the Goods. The Goods must be returned in a perfect resaleable condition, including the original Presentation/Gift Boxes where applicable. We reserve the right not to refund or offer a partial refund on returned Goods that do not comply with the above. We normally allow you up to 28 days within which to return items. We are unable to accept returns on Jewellery, Perfumes and Cosmetics, Drinks and Food Gifts.
We will not offer an exchange or refund on items that have been damaged or scratched if you have not notified us within three days of receipt, or that have been used, or that are not in the original packaging. In this situation, the item(s) will be returned to you at your cost.
Due to hygiene reasons we, unfortunately, cannot accept returns, refunds or exchanges on earrings and clothing items including swim shorts, boxer shorts, pyjamas, or socks, unless faulty.
In your original package will be an invoice/receipt. Please return a copy of this with your item together with a note stating the reason for the return. We advise all customers to return any item via a traceable method, as we accept no liability for items that may become lost during transit. Customers are expected to meet the cost of returning items, except in the case of faulty or damaged goods. Alternatively, you may bring the item into our store, where a trained advisor will be on hand to assist you.
If you have used a promotional code to receive a free promotional item and have decided to return the items that enabled you to qualify for the free promotional item, you must return all of the items purchased on the order which included the promotional item and the free promotional item in an unused and sealed condition to receive a full refund. If you have opened or used the promotional item then the retail price of the promotional item will be deducted from the money originally spent before a refund is issued.
The FREE Laurent-Perrier Champagne Bottle promotion can only be redeemed against full priced products, not applicable to products already on promotion or offer. If you return your order, you will be required to return your free bottle of champagne or have the retail cost of the champagne deducted from your refund. Postage costs will also be the customer's responsibility. Please note that we can't ship alcohol outside of the E.U.
NON DELIVERY OF ORDER
If you have not received your order after 14 days of placing your order you must inform us of non-delivery of goods. If after 21 days we have not been informed of the non-delivery of goods we cannot be held responsible.
Our delivery services detailed on our delivery page are listed to try to ensure you receive your delivery at the allocated time selected. We will despatch on time, but then we are in the hands of our couriers and therefore cannot be held responsible for delays beyond our control which may result in your parcel not being delivered at a specified time. If the delivery time selected at the point of order has not been met by our third party couriers, then all postage costs will be refunded.
If you are exchanging goods for an item that is of a lower value than that originally purchased, we will refund the difference via your original payment method.
If you are exchanging goods for an item that is of greater value than that originally purchased, we will require payment for the difference, prior to despatch.
When exchanging any product we will also require a copy of the original invoice/receipt. (see Returns above)
The majority of our items come with a manufacturers guarantee. This varies depending upon the manufacturer (Please see your item's guarantee certificate where relevant). Please telephone us in the first instance so that we can advise you further. Most of our suppliers also offer a repairs service if your item is outside of its guarantee. Please give us a call, and a trained advisor will be happy to obtain a quote for you. We will need the item back to get a quote for your repair. You will need to pay the postage costs in getting the item to us. The manufacturer will need the item to assess the repair costs and will advise us of the costs. We, in turn, will advise you before sanctioning any work. Obviously, if the item is within the manufacturers guarantee terms then there will be no charge for the repair. If however, they consider the damage to be fair wear and tear then full costs may be recovered.
Any refunds will be given via your original payment method. Refunds will be issued within 5-7 working days of processing and should show up on your account within 10-14 days, although some card providers can take a little longer.
Changes and Cancellations - Under the United Kingdom Distance Selling Regulations you are entitled to cancel your contract between the time of placing your order up until the item is delivered. Anything cancelled after delivery will be treated as a return.
Our couriers must have signatures upon delivery. If you, the customer, decide to have your parcel stored in a safe place (by making arrangements with the delivery company) when delivered and the parcel is damaged, lost or stolen, you will be responsible.
PERSONALISED ITEMS AND ENGRAVING
Personalised items cannot be refunded or exchanged. If you have had a gift that has been personalised to your specifications we cannot offer a refund or exchange on these items. However, we will always endeavour to help you the customer and if the engraving has been done on an exchangeable part, we will try to obtain a replacement part for you. There would be a charge for the replacement part.
The 24-hour engraving service does not include Sundays or Bank Holidays.
We cannot ship alcohol to destinations outside of Europe.
CUSTOMS AND DUTIES
Customers are responsible for paying any import tax and duties that are requested from their Customs Office when deliveries are shipped abroad.
This does not affect your statutory rights.
Errors and Omissions excepted.
We do not store personal and/or financial information, nor do we share this information with 3rd parties.