Returns & Warranty

Fourteen days to change your mind

Under the Consumer Contracts Regulations you have fourteen days from receiving your order to tell us you want to cancel, and a further fourteen days to send it back. We give thirty days rather than fourteen because a fortnight is mean.

Email us first so we can give you the returns address and note it against your order.

Condition

Unopened and unused items come back for a full refund including the original standard delivery charge.

Sealed sterile goods (cartridges and pen needles) cannot be accepted once the seal is broken. That is a hygiene exemption in the Regulations and it applies to every retailer selling sterile items, not a policy we invented. Unopened boxes are fine.

A pen that has been used can still be returned within thirty days if it is in resaleable condition, though we may reduce the refund to reflect handling.

Faulty items

If something is faulty, tell us within thirty days and you can have a refund, a replacement or a repair, your choice. We pay the return postage on faulty goods.

After thirty days and up to six months, we will repair or replace it. Your rights under the Consumer Rights Act 2015 are not affected by anything on this page.

Pen warranty

Every reusable pen carries a twelve-month warranty covering the dial mechanism. If it sticks, skips or stops counting with a fresh, correctly seated cartridge, we replace it.

The warranty does not cover drops, crushing, or liquid getting into the mechanism, because none of those are manufacturing faults. The plastic cartridge holder is a consumable and a spare comes with every pen.

Refunds

Processed within three working days of the return arriving, back to the card you paid with. Your bank then takes its own time, usually a few days.

Return postage on a change of mind is yours to pay unless the item was faulty or we sent the wrong thing.