Refund Policy
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Returns
Our policy lasts 15 days. If 15 days have gone by since your order was delivered, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return(refund/partial refund/exchange), your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned, goods such as : personalised goods (pen cases and others), notebooks (used), fountain pen inks (open packaging/used) and any fountain pen that was requested to be customised (nib smoothing/nib swapping/nib adjustments) prior of purchase by the customer and also fountain pens customised (nib smoothing/nib swapping/nib adjustments) by the customer after receiving them, items advertised and sold as being pre-owned through our consignment section, cannot be returned.
To complete your return, please contact Pen Venture through : email / message WhatsApp / call - we will pick up the item with our DHL services only*. Prior to shipping we want you to send us pictures documenting the present condition of the item in order to not be then damaged in shipping and to have issues related to delivery condition.
*we use only our DHL account to pick up returning inventory because our company has its licence to import sold goods only through DHL and we are not having signed agreements with other sipping services providers nor the local post office. Any items sent without notice using other shipping providers besides DHL prevents us from importing them as sold inventory and would result in us not being able to receive them.
You will be responsible for covering return shipping costs and payment fee of the payment provider (PayPal/Stripe) for the transaction.
In case that the product(s) we shipped is (are) different from what you ordered or we made other errors concerning your order, we will reimburse your return shipping cost, in the limit of the initial shipping cost (or maximum 24 eur).
Please do not send your purchase back to the manufacturer without initial communication exchanged with Pen Venture.
There are certain situations where only partial refunds are granted (if applicable).
Any item not in its original condition (used / different condition than sold initially), is damaged or missing parts for reasons not due to our error is eligible only for a partial refund.
Any item must be returned within 15 days after delivery.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed and once we determine the agreed amount that is to be refunded a credit will automatically be applied to your credit card or original method of payment, within 30 days from us receiving the returned item.
Late or missing refunds (if applicable).
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at penventure@yahoo.com.
Exchanges (if applicable)
We only replace items if they are defective or damaged and within our available stock.
(We can't exchange items from limited editions if they are sold out on our website and we will offer a in store credit that you can use to exchange your item). If you need to exchange it for the same item, send us an email at penventure@yahoo.com and send your item to: Strada Ciocarliei, Nr 13 Radauti, Jud. Suceava RO 725400.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, contact Pen Venture and ask for a waybill though the shipping services providers. (Do not send items through postal services or providers of shipping services that Pen Venture are not having signed contracts for such services - this will end up in a refusal of delivery due to the customs law of Romanian imports stating the need to hire a outside customs declarant and taxes imputed to the receiving party). Contact us for further details in cases of returns/exchanges.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs for initial order are non-refundable, unless your order has missing items / wrongly sent items - due to actions of Pen Venture. When receiving the refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
