Returns & Warranty

According to the legal regulations in EU you can return ordered items against refund within 14 days. You must notify us of your cancellation in writing or in another durable medium to our contact address sales@exclusivepen.eu

If you are in possession of the goods you are under the duty to retain them and take reasonable care of them. You must send the goods back to us in their original condition to our contact address at your own cost (unless we delivered the item to you in error or if the item is damaged or defective) as soon as possible. Once you have notified us that you wish to cancel the contract, any sum debited to us from your credit card will be re-credited to your account as soon as possible and in any event within 30 days of your cancellation. Where we collect an item from you we reserve the right to charge the direct costs of recovery from the payment card used for the original order.

You will not have any right to cancel a Contract for the supply of any of the following goods: * for the supply of goods made to your specifications or clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly.

If you return the goods to us because you have cancelled your purchase within the seven-day cooling-off period, we will process the refund due to you as soon as possible and, in any case, within 30 days of the day you have given notice of your cancellation. In this case, we will refund the price of the goods in full, including the cost of sending the item to you. However, you will be responsible for the cost of returning the item to us. If you are not satisfied with a product for any reason e.g. if it is not what you ordered, it is damaged or defective, or we have delivered an incorrect quantity, please return the product to us.

Once we have confirmed the product defect or other problem, we will:

provide a full refund for any goods that are damaged or defective, if this is within a reasonable time following the sale; or

at your option, repair or replace the goods at our cost (including the cost of postage), unless this would not be possible or would be disproportionately costly in the circumstances, in which case we will refund to you the amount paid by you for the goods in question.

We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

If you do wish to cancel the contract, you must do so in writing by email at this address sales@exclusivepen.eu. While you do not need to give us any reason for cancelling your contract and nor will you have to pay any penalty, it is essential that you return the goods to us in the same condition in which you received them. You have a legal obligation to take reasonable care of the goods while they are in your possession.

Please return goods to the address below together with the completed return form (download here):

Exclusive Pen, s. r. o.

Stara Vajnorska 8

831 04 Bratislava

Slovakia

+421 948 592 582

If the parcel was delivered to the customer via Packeta, the customer can return it free of charge via Packeta's dispensing points. He takes the packaged goods together with the completed form to the dispensing point of his choice and dictates the sender's identifier (ExclusivePen.eu) in the form of an eight-digit number - 97959789 to the operator of the dispensing point. The operator prints a label on the parcel based on this number. This is the label on the consignment. 

If the customer is in a country where it is not possible to return the parcel at the dispensing point, the customer delivers or sends the parcel to the local Packeta office. A list of addresses of all local branches can be found below by clicking on the country.