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FAQs, Policies and Disclaimers

Returns & Exchanges

Q:
What is your return policy?

A:
Pen Chalet Return Policy: Pen Chalet accepts returns on unused, undamaged products (excluding Final Sale or Final Drop items) within 30 days of the original ship date. Returned products must include all original packaging and included accessories. To make a return, simply contact Customer Care with your order number and the email address you used for your order.


Return Policy FAQ: What Info Do I Need to Start a Return?

In addition to your order number, and the email address used for your order, Pen Chalet Customer Care will need you to provide:
  • Which Item is Being Returned
  • Reason for the Return
  • Preferred Method of Reimbursement

Return Policy FAQ: What Methods of Reimbursement Does Pen Chalet Offer?

For eligible returns, Pen Chalet offers refund or exchange. To receive a full refund, returned products must include the original packaging (more info on "original packaging" is in the next section), be unused, and undamaged. (Note: for a full refund, fountain pens should NOT be inked).

If a pen is damaged or defective, Pen Chalet cannot provide a full reimbursement unless the damage was caused during the manufacturing process or during shipping or if the pen has a manufacturing defect. Many pen products Pen Chalet carries come with manufacturer warranties. Warranty coverages vary depending on the manufacturing brand, and specific product, but all pens including a warranty should have warranty details included with the pen (often in a brochure or pamphlet inside the pen box with the pen (or under the false bottom of the pen box).


Return Policy FAQ: How Can I Test the Way the Fountain Pen Nib Performs Without Losing the Option to Return the Pen?

If you wish to test the way your new pen writes before you decide you want to keep it, please do not fully ink the pen. Instead, dip the pen's nib in an easily washable ink, test it, and immediately clean off the nib with a fountain pen nib safe cloth. Again, any used items will not be eligible for a full refund. Any pens, inks or other items that are returned that have been inked and used and are therefore not able to be sold as new, will be subject to a 15% restocking fee. We cannot accept returns of the following items if they have been used in any way: bottled ink, ink cartridges, notebooks, or cleaning and pen care supplies.


Return Policy FAQ: What Do You Mean by "Original Packaging" and Accessories?

If you aren't sure whether or not you still have the "original packaging" for your pen, here is a list of items that would fall in this category:
  • Pen Box or Case
  • Warranty Paperwork
  • Included Ink Converters and/or Ink Cartridges
Some products may come with accompanying "accessories." All included accessories must be included with a return in order to be eligible for a full refund. Examples of accessories that may come with a product include:
  • Tools
  • Extra Nibs
  • Paper
  • Notebooks
  • Carrying cases

Return Policy FAQ: Can I Return a Damaged or Defective Pen to Pen Chalet?

If a product you purchased from Pen Chalet is damaged or defective, we want to help! Please get in touch with Customer Care before shipping your product back to the company, as it may be more beneficial and efficient to ship the product directly back to the distributor or manufacturer. When returning an item for repair or replacement, please remember before choosing your return shipping method that Pen Chalet can only reimburse shipping costs up to the total amount originally paid to ship out the item. Items past 30 days must be handled as a warranty issue with the distributor/manufacturer.


Return Policy FAQ: Can I Return an Item Just Because I Don't Like It as Much as I Thought I Would?

At Pen Chalet, we love pens and we love our customers. We also want our customers to love their pens! If you ordered a pen, but don't like it once you receive it, we will absolutely accept a return of the product within 10 days of the original ship date (unused and undamaged and with original packaging). The only difference when making a preferential return is the customer is responsible for return shipping costs. Contact Customer Care with your order number and the email used to place your order and request the mailing address for preferential returns.


Return Policy FAQ: What If I Need to Return a Pen, But I Already Inked it?

If you need to return a pen, but you already inked it, we may still be able to accept the return, but there is a 15% restocking fee (referring to 15% of the purchase price of the product being returned).


Return Policy FAQ: Are Any Pen Chalet Purchases Not Eligible for Return or Exchange?

Yes, some Pen Chalet products are not eligible for a return or exchange. Some of these items include:
  • Products purchased from The Final Drop page
  • Freebies
  • Items included as a free gift alongside the purchase of another item (BOGO promotions)
  • Products modified after purchase
  • Engraved items (unless there is an error in the engraving)
The following items are non-returnable IF they have been used:
  • Pen Chalet swag products (like Pen Chalet stickers and Pen Chalet tshirts)
  • Pen care supplies
  • Wax beads or sticks
  • Paper or notebooks
  • Bottled Ink
If you need to return or exchange a product involved in a Buy One Get One promotion or other special promotion, Pen Chalet may not be able to provide a full reimbursement of the total purchase price. Touch base with Customer Care with the details of your order, and they can advise you on your best course of action.

Still have questions? We want to answer them! Call, email or message us on social media and we can point you in the right direction for the most efficient return process. Approval of any return is subject to the discretion of Pen Chalet. If you need to discuss the Pen Chalet return policy or have questions about returning or exchanging a Pen Chalet order, please reach out to Customer Care so we can help!
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