Returns & Refunds
If you are not happy with any of the goods that you have purchased, return them to Strictly Pens within 14 days and we will give you a full refund for the item, subject to the following conditions:
- The item must be unused and in mint condition with its original packaging and accessories.
- If the item is returned because it is incorrect or faulty, and you do not want a replacement, we will refund the price of the item and any delivery charges. If you return a product for any other reason Strictly Pens will refund the price of the item but not the delivery charges.
- If you are returning an item because you would like to exchange it for a different item then there may be additional postage costs for sending out the exchange of item.
- You must contact Strictly Pens before returning any product so that we can explain how to make the return and give you a return reference number.
If you think that the product you have purchased is faulty, you must contact Strictly Pens upon receipt of goods within 24 hours and report the fault. If Strictly Pens and the manufacturer agree that the product is faulty, in most cases we will be able to authorise a replacement of the product direct to you.
This does not cover any accidental damage to goods after they have been received in good condition. All goods will be inspected prior to shipment to make sure that they are in good condition.
Strictly Pens will take no action until the faulty goods have been returned for inspection.
It is the customer's responsibility to contact Strictly Pens regarding any incorrect goods supplied within 48 hours of delivery. If the items are not as ordered the customer must not open the manufacturers packaging (if the packaging is sealed by the manufacturer) or use the item. The customer will also be required to provide a full description of what was received in error. Strictly Pens will reply to the customer and agree a suitable solution to the problem within 48 hours.
Goods Arrive Damaged or Lost in Transit
Strictly Pens will make sure that all packaging is secure and suitable for despatch. We will also ensure all shipments are correctly labelled. However, in the event of goods arriving damaged or the shipment going missing in the post, the customer must notify Strictly Pens immediately and not later that 24 hours after receipt of any damaged goods. It is imperative that the customer does not dispose of any of the packaging as this will be required to affect a claim against the postal service.
Once you have notified Strictly Pens we will immediately instigate a claim for loss or damage against the Royal Mail Service used and keep you informed at all times. Strictly Pens may require your cooperation in forwarding any damaged goods to either us or to Royal Mail. Strictly Pens cannot be held responsible if the customer does not cooperate with such a request. Under these circumstances the customer's claim for such damage will become void and no compensation will be made to the customer.
Experience has shown that claims made against the Royal Mail can take up to 60 days before they are resolved. Strictly Pens will take one of the following actions regarding compensation to its customers:
EITHER Strictly Pens may replace the item or make a full refund immediately on being notified of any problems. This will be at the discretion of Strictly Pens.
OR ask the Customer to wait until any investigation by Royal Mail is completed and then compensate the Customer in accordance with the result of the Royal Mail investigation.
If for any reason you are issued with a refund, please note the following:
- All refunds will be issued to the same payment method as on the original order.
- When a refund is processed you will receive notification.
- A refund will usually reach your credit card account within 14 working days after it has been processed. Please allow up to 14 working days for a credit to arrive on your account.
Strictly Pens does however reserve the right not to refund a customer until we are in mutual agreement regarding the reason and circumstances regarding any such refund.