Refund policy

This policy covers everything bought from us through this store. It sits beside your legal rights as a consumer; nothing here removes them.

The short version

You have thirty days from the day your order arrives to change your mind. Send the pen back and we refund it in full — including a pen you have already printed a scroll for. The rest of this page explains how that works, who pays for the return, and the few cases where a refund is not possible.

Your 30-day window

The thirty days run from the day the parcel is delivered, not the day you ordered. If the thirtieth day falls on a weekend or a public holiday, we count the next working day. You need to tell us inside those thirty days; the parcel itself can reach us later, and we ask that it is posted within fourteen days of the label landing in your inbox.

Orders that have not yet been picked can be cancelled outright. Nothing is packed for a few hours, so write to us quickly and we will stop the order and refund it without a return.

The condition we accept it in

  • The pen may come back used, and it may come back with a scroll still coiled inside. Keep the ribbon you printed. A used scroll costs you nothing.
  • Paper refills and printers should come home sealed if you have not opened them. If you have already printed with them, keep them and we refund the pen alone.
  • The original box helps it survive the journey back, but no return is refused for want of packaging.
  • We may reduce a refund to reflect handling beyond what is needed to check the item — deep scratches, a bent clip, missing parts. This is rare, and we always explain the deduction before we make it.

How to start a return

  1. Write to us. Send your order number through the contact page and tell us what went wrong. A person reads it, usually the same day.
  2. We send a prepaid label. It reaches your inbox within one working day.
  3. Box it up. Attach the label, hand the parcel to the carrier and keep the receipt until the refund lands.
  4. We refund within five working days of the parcel reaching the workshop, and write to tell you it is done.

Who pays to send it back

Returns are free from the United Kingdom and the European Union. Everywhere else, $8 comes off the refund to cover the courier. Faulty items are free to return from anywhere in the world, and we never deduct anything for them.

We also refund the outbound delivery charge at the standard rate for your zone; if you chose express, we refund up to that standard rate. On a partial return, the delivery charge stays with the part you keep.

When the money goes back, and how

Refunds are made within five working days of the returned parcel arriving, to the card or account that paid. We cannot send a refund anywhere else. Once it leaves us, your bank decides when it appears — usually three to ten days, occasionally longer for cards issued outside our own country. Gift orders are refunded to whoever paid; if that is awkward, ask us for store credit instead.

Exchanges

Exchanges work the same way. Tell us which finish you would rather have and we post it the day your return is scanned, so you are not waiting twice. If the new item costs more we send a link for the difference; if it costs less we refund it. Exchanging a faulty item is always free.

What we cannot refund

  • Personalised items, unless they are faulty or we made the mistake. See the section below for what counts as personalisation.
  • Gift cards. They do not expire, so nothing is lost by holding on to them.
  • Opened paper refills and printers that have been used. Keep them — they simply do not come off the invoice.
  • Items bought from a reseller. Ask whoever sold it to you. Our two-year warranty still covers the product itself.

Personalisation, and what it means for a return

Personalisation means anything we mark permanently for you, such as engraving on the clip. Engraved items are made to your specification and cannot be resold, so they are not refundable unless the item is faulty or we engraved something other than what you asked for. Please read your line back before you order: we reproduce exactly what you type, spelling and all.

A first scroll printed and loaded on your behalf is not treated as personalisation here. Paper is replaceable, so a pen that arrived with a printed line comes back under the ordinary thirty-day rule, and you keep the ribbon.

Faulty items and the 2-year warranty

Every SneakPen carries a two-year warranty from the day it is delivered, covering the twist mechanism, the anodised shell and the printer battery against manufacturing defects. If something fails inside those two years, send us a photograph and a short description. We repair, replace or refund it, and we cover the postage both ways.

The warranty does not cover accidental damage, submersion, an ink cartridge running dry, or a scroll left to fade in direct sunlight. None of that is a defect, though we will always tell you honestly which of the two we think it is.

The 14-day right to cancel, if you are in the EU or the UK

You have a statutory right to cancel a distance purchase within fourteen days of receiving it, without giving a reason. That right is separate from, and in addition to, the thirty days we offer commercially — our thirty days are the longer and more generous of the two, and you may use whichever suits you.

To use it, tell us in a clear statement — an email is enough — inside those fourteen days, then return the goods within fourteen days of telling us. We refund all payments received, including standard outbound delivery, within fourteen days of the goods coming back or of proof of postage, whichever is sooner. Goods made to your specification, such as an engraved pen, are excluded from this right by law. Your statutory guarantee of conformity, which runs for two years, is unaffected by anything on this page.

Parcels lost or damaged on the way

If a parcel arrives damaged, send us a photograph and a replacement goes out the same day. There is nothing to send back. If tracking stalls for ten working days we treat the parcel as lost and post a new one. Where tracking says delivered and the parcel is nowhere to be found, tell us within thirty days of that scan and we will open a claim with the carrier. You should not have to chase a courier on our behalf.

Still not right

Write to [Email] or use the contact page, with your order number. We answer most messages the same working day and always within two. If we cannot agree, you keep every legal route open to you, including a complaint to the consumer authority in your country.

Last updated: 1 August 2026