Політика відшкодування

Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@easypen.shop. Please note that returns will need to be sent to the following address: [ 8, 29B South Parade, Portsmouth, PO4 0SH, England, United Kingdom ]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@easypen.shop.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
The instrument cant be refunded when the box or the instrument it self were damaged, or proceed in Autoclave device.

Refund Policy for Undeliverable or Returned Parcels

We understand that sometimes unforeseen issues can occur with parcel delivery. Our priority is to ensure you receive your order, or a refund if delivery isn't possible under these specific circumstances.

When a Refund Can Be Processed

For any of the following reasons, a refund can only be processed once the parcel is confirmed as being returned to us or the tracking information clearly shows "Return to Sender":

Declined by Customs: The parcel was refused entry by the customs authorities in the destination country.
Declined by the Customer: You, as the customer, refused to accept the parcel upon delivery.
Returned for Unknown Reasons: The parcel was returned to us without a clear reason provided by the carrier or customs.
Stuck in Customs: The parcel is held indefinitely by customs and is not progressing towards delivery.
Not Delivered: The parcel failed to be delivered and is being returned to us.
Customer Changed Mind: You decided you no longer want the item and wish to return it for a refund.

Why We Wait

Processing a refund while a parcel is still in transit or pending in the recipient country (e.g., at customs) can create complications. If a refund were issued and the parcel was subsequently released and delivered to you, it would put both parties in a difficult situation. Therefore, we must await confirmation of the parcel's return or "Return to Sender" status before initiating the refund.

We want to assure you that we do not hold onto your money without reason. We are committed to processing your refund promptly once the above conditions are met.

How to Initiate a Refund

If your parcel falls into one of the categories above, please contact us at [Your Email Address/Contact Link] with your order number. We will monitor the return of the parcel and initiate your refund as soon as its return is confirmed.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@easypen.shop.