Policy of Changes and Returns
A) General exchange and return policy.
At writing-pens.com, hereinafter "the seller" we look for customer satisfaction, so our general policy is to refund the amount in case the customer is not satisfied or the possibility of exchange. However, it is necessary for the seller to protect himself against possible fraudulent users. That is why we are forced to specify the following policy in each case.
B) Cancellation of orders before shipment.
The Buyer may cancel his order as long as it has not been shipped. If the order had left the Publinspira, S.L. warehouses, it will not be possible to cancel it, but you can make the return once received.
C) Shipping cost policy in case of changes and returns.
One of the most common reasons for disagreement between the customer and the Online store is who has to bear the shipping costs in the case of returns or exchanges. Our policy, as a general rule, is to equate shipping costs to a trip to a physical store. That is, we will pay the shipping costs in those cases in which there is an error on our part or caused by the impossibility of choosing the product by the customer, understanding by "choice" that the customer could have chosen one piece or another. if He had them physically in front of him. These cases are:
Shipping by the seller:
- Incorrect delivery of the order (incorrect references, addresses different from those indicated...). If the customer would be physically present at the time of delivery, this error would not have occurred, therefore this error is attributable to the seller. In this case, the products will be collected by the seller at the same address to which they were sent, or to be paid by writing-pens.com.
- Sending the correct writing pen to the indicated address, but the handwriting instrument is visibly defective. At writing-pens.com we check the products before they are shipped. We understand that if the client were present at the delivery of the product, it would be in good condition, so the collection, and therefore the postage, will be borne by the seller. In this case, the client MUST INFORM IN THE FOLLOWING 24 hours. ON DELIVERY, since the damage could have been caused by transport and this is the term given by the carrier for your claim. THE ITEM MUST BE WITHOUT HAVING BEEN USED, since if it had been used it could be a different item but with the same reference (whether or not it was purchased in this same store).
Portage paid by the customer:
- If for whatever reason, the items being in perfect condition, they do not convince the customer and for this reason the customer wishes to change the item or return it, the seller will collect the item(s) (as long as they have not been used), being the postage paid by the customer, both those of return and those of the new shipment in case of change.
- If the article is defective but it is not possible to identify the defect with the naked eye and only with its use it is possible to detect it, and therefore the product has been used, the customer may decide whether to change his article FOR ANOTHER OF THE SAME REFERENCE or the refund of the amount. In the second case, refund of amount, postage will be paid by the customer. It is understood that the customer, if it were a physical store, would not have detected the defect in the store and would have had to go back to the store to return it, equating this trip to the cost of the return.
Shared shipping charges:
- If the article is defective but it is not possible to identify the defect with the naked eye and only with its use it is possible to detect it, and therefore the product has been used, the customer may decide whether to change his article FOR ANOTHER OF THE SAME REFERENCE or the refund of the amount. In the first case, the postage will be shared, with the customer being responsible for shipping the returned part and the seller for shipping the new part. It is understood that the customer, if it were a physical store, would not have detected the defect in the store and would have had to go back to the store to return it, equating this trip to the cost of the return.
D) Changes and returns of unused products.
If the customer is not satisfied with his purchase and as long as the product is in perfect condition and has not been used, the buyer can revoke the sales contract within fifteen days working days following receipt of the merchandise. Being able to choose between the exchange of the product or the refund of the amount of the total order or of any of the items that compose it. To do this, the client must send an email to info@writing-pens.com informing the items the customer wants to return or exchange within fifteen days.
Once the seller has been informed of the withdrawal of the buyer or the desire for change, the latter must return the merchandise to the seller in the same conditions in which it was delivered.
Special situations:
Revocations or exchanges of orders or returns of modified items at the request of the client will not be accepted.
Postage due shipments will not be accepted.
Used or damaged products or products that come without their original packaging or with the original packaging damaged will not be refunded or exchanged.
There are pieces that have a notch, number, letter or mark in order to identify the material (pieces of precious metals such as silver or gold, for example). In these cases it will be understood that the pieces are in perfect conditions.
For more information, visit the conditions of use
E) Exchanges and returns of deteriorated or defective products.
In the event that the product reaches the buyer in deteriorated or defective conditions, it will be exchanged for the same product in perfect condition, provided that the return periods indicated above have not elapsed and for course without any additional charge to the client.
In the case of visible damage without the need for its use (no matter how small) No claims for damage will be accepted after 24 hours from the receipt and delivery of the merchandise.
F) Price compensation in the case of product changes.
In the event of an exchange, and not a return, and when the price of the sum of the products is different from that paid for the item or items to be exchanged, the difference will be paid with one of the means of payment specified in the conditions of use when these are in favor of the seller; and through the same means of payment used by the buyer at the time of the initial order, in case the difference is in favor of the buyer, reducing the shipping costs, in the case that corresponds, of the new products.