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Returns/Refunds Policy

Pens Plus of Oxford values your custom and takes every care to ensure our products reach you as ordered, in pristine condition and fit for the purpose they serve.  However, on rare occasions where issues arise here are our policies:

Goods Received Damaged or are faulty

If you receive goods that have evidently been damaged in transit or are broken or faulty, we will replace it free of charge.  We may ask you to email a photo of the item, packaging and/or receipt or to return the goods to us.  If we require you to return the goods, we will refund your cost of postage.  We must be notified within 3 days of receipt of the goods by you for this policy to apply.

Change of mind/goods deemed not appropriate

If you decide the goods are not appropriate for your purposes or you have changed your mind since ordering we will exchange the item.  If the replacement item is less expensive, we will refund the difference using the original payment method.  If the replacement is more you will need to pay the difference.  Alternatively, we will refund the value of the item (not including postage costs incurred by Pens Plus of Oxford).  We will allow up to 30 days from the date of the order for you to return the item(s) at your expense.

Exchange/refunds will not be given for items that are returned in a not fit for resale condition including any presentation/gift boxes that goes with the product.  We reserve the right to not issue a refund or exchange or process a partial refund on any goods that are returned to us but do not comply with this requirement.

We will not offer a refund or exchange for damaged or defective goods unless we have been informed within 3 days of receipt in accordance with the above policy.

N.B: Unfortunately, any items that have been personalised (engraved or embossed) or made your particular specification cannot be exchanged or refunded.

Non-delivery of order

If you have not received your order after 14 calendar days (UK domestic orders) you need to inform us.  If after 28 calendar days we have not been informed on non-delivery (UK domestic) we cannot be held responsible.

For overseas orders please allow up to 28 days for delivery and contact us before 42 days have passed since the order was placed.

Service level

We endeavour to process exchange and refunds within 48 hours of being notified/receiving the goods back.  We will resolve any dispute within 7 days.

The address for returns is:


Pens Plus of Oxford
69-70 High Street
OX1 4BD.

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