PENVAULT RETURN, REFUND & REPLACEMENT POLICY

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At PenVault, we take pride in offering authentic, premium writing instruments, inks, notebooks, and accessories sourced from authorized manufacturers, distributors, and channel partners. Every product is carefully inspected prior to dispatch.

Due to the nature of the products sold, PenVault follows a limited replacement-only policy as set forth below.

1. ELIGIBILITY FOR REPLACEMENT

Customers may request a replacement only in the following circumstances:

  • Product received is physically damaged during transit;
  • Product received is defective upon delivery;
  • Product received is materially different from the item ordered.

All requests must be submitted within three (3) calendar days from the date of delivery.

No requests submitted after the expiry of the above period shall be accepted.

2. RETURN PROCESS

To initiate a replacement request, customers must email:

contact@penvault.store

with:

  • Order Number
  • Description of issue
  • Clear photographs of:
    • Outer shipping package
    • Product packaging
    • Product itself
    • Defect or damage

PenVault reserves the right to request additional information before approving a claim.

3. NON-RETURNABLE PRODUCTS

The following products are non-returnable and non-refundable under all circumstances except where required by applicable law:

Fountain Pens

Fountain pens that have been:

  • Inked
  • Filled
  • Dipped in ink
  • Used after delivery

shall not be eligible for return, replacement, or refund unless a manufacturing defect is confirmed.

Ink Bottles and Ink Cartridges

All fountain pen inks, ink cartridges, converters, refills, and consumable products are strictly non-returnable and non-refundable.

Notebooks and Paper Products

All notebooks, journals, planners, loose sheets, and paper products are strictly non-returnable and non-refundable.

Gift Cards

Gift cards and store credits are non-refundable.

4. INTERNATIONAL ORDERS

All international sales are final.

International orders are not eligible for return, refund, exchange, replacement, or cancellation once dispatched.

Customers are responsible for:

  • Import duties
  • Customs charges
  • Local taxes
  • Clearance fees

imposed by the destination country.

PenVault shall not be responsible for customs delays, seizures, or additional governmental charges.

5. INSPECTION OF RETURN REQUESTS

PenVault reserves the right to inspect any returned product before approving a replacement.

Claims may be rejected if:

  • Product shows signs of use;
  • Product has been altered or modified;
  • Damage was caused by misuse;
  • Serial numbers or identification marks are removed;
  • Product was damaged after delivery.

6. REPLACEMENT AVAILABILITY

Where a claim is approved:

  • Replacement shall be provided subject to stock availability.
  • If the same product is unavailable, PenVault may:
    • offer an alternate product of equal value or design / style 
    • Issue store credit; or
    • Refund the amount paid through the original payment method.

7. SHIPPING CHARGES

Original shipping charges are non-refundable.

Where a replacement claim is approved due to a verified defect or transit damage, PenVault shall bear reasonable return shipping costs.

8. MANUFACTURER WARRANTY

Products sold on PenVault may be covered by the manufacturer's warranty where applicable.

Warranty claims shall be governed exclusively by the terms and conditions of the respective manufacturer.

PenVault does not provide any independent warranty beyond that offered by the manufacturer.

9. CONTACT

For replacement requests and support:

Email: contact@penvault.store

Business Hours:
Monday to Saturday
10:00 AM – 6:00 PM IST

10. AUTHENTICITY GUARANTEE

PenVault guarantees that all products sold on the Website are genuine and sourced directly from manufacturers, authorized distributors, or approved channel partners.

Customers can shop with confidence knowing that every product offered by PenVault is authentic.