Refund policy
Returns & Repairs Policy
At Schmidt Pen Parts, we want you to be completely satisfied with your purchase. If you are not happy with your order, we're here to help.
EU Consumer Cancellation Rights (Cooling-Off Period)
If you are a customer in the European Union and have purchased products online, you have the legal right to cancel your order within 14 days of receiving your goods without providing a reason.
To exercise your right to cancel, please contact us at info@studiopens.com within the 14-day cancellation period.
Once you notify us of your decision to cancel, you must return the goods to us within 14 days. Items must be returned in their original condition and packaging where reasonably possible.
We will refund all payments received for the returned goods, including standard delivery charges (where applicable), within 14 days of receiving the returned goods or receiving evidence that they have been returned.
Please note that you may be responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.
Returns
In addition to your statutory rights, we offer a 30-day returns policy.
You may return eligible items within 30 days of delivery for a refund or exchange, provided that:
- The item is unused and in its original condition.
- The item is returned in its original packaging.
- Proof of purchase is provided.
We reserve the right to refuse returns that do not meet these conditions.
Non-Returnable Items
The following items cannot be returned unless faulty or incorrectly supplied:
- Custom-made or personalised products
- Special-order items
- Consumable products that have been opened or used
- Gift cards
Faulty, Damaged or Incorrect Items
Please inspect your order upon receipt and contact us as soon as possible if:
- The item is defective or damaged;
- You receive the wrong item; or
- Part of your order is missing.
Email us at info@studiopens.com with your order number and details of the issue. Photographs may be requested to help us assess the problem.
Where a product is confirmed to be faulty, damaged, or supplied incorrectly, we will arrange an appropriate remedy, which may include a replacement, repair, refund, or reimbursement of reasonable return postage costs.
Repairs & Warranty Claims
If your item develops a fault after use and you believe it may be covered under a manufacturer's warranty or guarantee, please contact us at info@studiopens.com before returning the item.
Please include:
- Your order number
- A description of the fault
- Photographs where applicable
We will advise on the next steps and whether the item should be returned for inspection, repair, or replacement.
Refunds
Once your returned item has been received and inspected, we will notify you by email regarding the outcome of your refund request.
If approved, your refund will be processed to your original method of payment. Depending on your payment provider, it may take several business days for the refund to appear in your account.
Original shipping charges are non-refundable except where required by law or where the return is due to our error.
Exchanges
We only replace items if they are defective, damaged, or supplied incorrectly.
To request an exchange, please contact us at info@studiopens.com before returning your item.
Return Shipping
To return a product, please send it to:
Studio Pens Ltd t/a Schmidt Pen Parts
Units 3A & 3B Follifoot Ridge Business Park
Pannal Road, Follifoot
Harrogate
North Yorkshire HG3 1DP
United Kingdom
Unless the item is faulty, damaged, or supplied incorrectly, customers are responsible for return shipping costs.
We recommend using a tracked shipping service or purchasing shipping insurance for items valued over £75, as we cannot guarantee receipt of returned items and are not responsible for items lost in transit.
Contact Us
If you have any questions regarding returns, repairs, or warranty claims, please contact us at:
Email: info@studiopens.com