Thirty days to change your mind.

You have 30 days from the day your order is delivered to change your mind. No reason is needed, and you do not have to have found anything wrong with the pen. Second thoughts are a perfectly good reason on their own.

What matters is that you tell us inside those 30 days — the form at the top of this page is enough, and so is an email. The parcel itself can leave afterwards: we ask that it is posted within 14 days of us sending the label, which is plenty of time for a trip to the post office.

Miss the window and you have not lost everything. A fault is a fault whenever it appears, and the two-year warranty runs on regardless of what the calendar says.

If you bought from within the European Union, consumer law gives you 14 days to withdraw from the contract without giving a reason, counted from the day you — or someone you nominated — took delivery of the goods. That is Directive 2011/83/EU. It is a right, not a favour, and it exists whether or not we mention it.

Our own 30 days sit on top of it, so in practice most people simply use the form above and never need this clause. The 14-day right matters in two places: it is the law rather than a promise, and it obliges us to refund the standard delivery charge you paid on the way out — which we do.

To use it, tell us clearly inside those 14 days. Any unambiguous statement will do: the form at the top of this page, an email to [Email], or a letter to [Registered office]. You may also use the model form in the next clause, though you are under no obligation to. Once you have told us, send the goods back within 14 days.

We refund within 14 days of being told, and usually well inside that — five working days from the parcel reaching us is the normal speed. We may hold the refund until the goods arrive or until you show us proof of posting, whichever comes first. Return postage on a withdrawal follows the same rule as everything else on this page: free from the UK and the EU.

Copy the block below, fill in the gaps and send it to us. It is here because the law asks us to offer it. You are not obliged to use it — a plain email saying I am withdrawing from my order works exactly as well, and so does the form at the top of this page.

To [Company name], [Registered office], [Email]:

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),

Ordered on (*)/received on (*):

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

(*) Delete as appropriate.

Send it however suits you — through the form above, by email to [Email], or by post to [Registered office]. Whichever route you take, we confirm we have it within one working day, so you are never left wondering whether it arrived.

Send it back as complete as you reasonably can. Nobody here is going to measure the box.

• The pen. Handled, inked, twisted and tried is fine — that is what a 30-day window is for. Engraved after purchase, dropped, taken apart or visibly worn is not, unless the fault is ours.
• The scroll you printed. Keep it. A used ribbon costs you nothing and we would rather not read it.
• The printer and the paper rolls. Unopened and sealed if they are going back on a change of mind. Once a roll has been broken into it stays with you, and we refund the rest of the order.
• The box. Ideal, not essential. A padded envelope protects a pen perfectly well.

We may reduce a refund where the value of the goods has been diminished by handling beyond what is needed to establish their nature, characteristics and function — the law's wording, and in practice it means a pen that comes back damaged or incomplete. If that ever applies we tell you first, with a photograph and a figure, and you can ask for the item back instead. It has not come up often.

Four exceptions, and they are the usual ones.

• Engraved pens. A clip cut with somebody's name cannot go back on the shelf, so personalised items sit outside the 30 days and outside the EU right of withdrawal. If the engraving is wrong, or the pen is faulty, that is our problem and we replace it.
• Opened paper rolls and used ink refills. Consumables, once they are being consumed. Faulty on arrival is a different matter — tell us within 30 days and we replace them with nothing to send back.
• Gift cards. They never expire, which is the trade-off.
• Anything bought elsewhere. A SneakPen from a stockist goes back to that stockist under their terms, and one bought second-hand we cannot refund at all — though we will still look at a fault under the warranty where we can.

The printed first scroll does not make a pen personalised. Everything else in the shop comes back without a fuss.

From the United Kingdom and the European Union, returns are free. The prepaid label arrives with our first reply and the postage is ours.

From anywhere else we still send the label, and $8 comes off the refund to cover the courier. That is less than posting it yourself from most places, and it keeps the parcel tracked all the way back to the bench. You are welcome to use your own courier instead — do that and the $8 stays in your pocket.

If the item is faulty, arrived damaged, or simply is not what we sent, none of the above applies. We pay the postage in both directions, wherever you are, and nothing is deducted from anything.

We refund the price you paid for the goods, back to the card or account that paid, within five working days of the parcel reaching the workshop. Your bank then takes its own few days, which is genuinely out of our hands. We write to you the moment the money leaves us.

Delivery charges work like this:

• The whole order goes back — we refund the standard delivery charge you paid on the way out.
• You chose express delivery — we refund up to the cost of our standard service, not the premium on top.
• Part of the order goes back — the delivery charge stays with the part you kept.
• Delivery was free — there is nothing to refund, and we do not claw the shipping cost back out of the refund. If a partial return takes the order under $50, we leave the free shipping alone.

Where a discount applied to the order, it is worked out again across what you kept, so a return does not quietly cost you the offer. Gift orders are refunded to the person who paid, unless they tell us otherwise — we will not spoil a surprise by writing to the wrong inbox.

Simpler than a return followed by a fresh order. Tell us which finish you would rather have when you send the form, and we post it the day your return is scanned by the courier — you are not waiting for a parcel to cross the country twice.

Exchanges run on the same 30 days and the same postage rules. All three finishes are the same price, so there is usually nothing to settle; if you are moving between the pen and the full kit we send a link for the difference, or return it, whichever way it falls.

A different route, on better terms. If the parcel arrives damaged, send us a photograph and a replacement goes out the same day — no return needed and nothing to pay. If something is missing from the box, tell us what and we post it.

If a fault appears later, the two-year warranty covers the brass mechanism, the anodised shell, and the printer with its battery. We pay the postage both ways, assess it within five working days of the parcel arriving, and send the repair or the replacement within 48 hours of approving the claim.

None of that replaces your statutory rights. In the United Kingdom the Consumer Rights Act 2015 gives you a short-term right to reject in the first 30 days and remedies well beyond it. Across the European Union the legal guarantee of conformity runs for at least two years from delivery. Take whichever route leaves you better off, and if you are not sure which that is, ask — we will tell you honestly rather than steer you towards the cheaper one for us.

Use the label we send you. It already has the right address on it, and the parcel is tracked from the first scan.

If you would rather arrange your own courier, send it to [Returns address] and write your order number on the outside of the parcel. Without it, a box of unmarked aluminium can sit on a shelf for days while we work out whose it is.

Keep your proof of posting until the refund lands. A parcel travelling on a label we issued is our risk to carry; one travelling on a label you bought is yours until it reaches us. That is the one part of this page we cannot make more generous, and it is why we would rather you used our label.

Say so, plainly. Reply to the thread you already have with us and it reaches a person rather than a queue, and we will look at the decision again.

If that does not settle it, our complaints procedure is the formal route: acknowledged within one working day, answered in full within five, resolved within fourteen. It also explains how to take the matter to an independent consumer mediator, free of charge, if our final answer still does not satisfy you.