RETURNS & EXCHANGES POLICY

We want you to love what you write with. If something isn't right, here's what you can do. This policy adds to, and never reduces, your rights under the Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECTA).

Return shipping is for your account. If you return or exchange an item, you pay the courier cost of sending it back to Writespoke, and we recommend a trackable service. The only exception is an item that arrives faulty, damaged or not what you ordered: the law (section 56 of the CPA) requires us to cover the return cost for those.


AT A GLANCE

- Changed your mind about an online order: within 7 days of delivery. Full refund, including the original delivery fee. You pay the return courier.
- Want a different colour, model or nib size: within 14 days of delivery. Exchange or store credit. You pay the return courier.
- Wrong item, or damaged in transit: tell us within 7 days of delivery. Replacement or full refund. Writespoke pays the return courier.
- Faulty or defective product: within 6 months of delivery. Your choice of repair, replacement or refund. Writespoke pays the return courier.
- Defect after 6 months: within the manufacturer's warranty period. Repair or replacement under the brand's warranty.


1. CHANGED YOUR MIND (7-DAY COOLING-OFF)

Under section 44 of ECTA you may cancel an online order, without giving a reason, within 7 days of receiving it. Contact us within that time and send the item back in the condition you received it: unused, uninked and in its original packaging with all papers, converters and boxes. We refund everything you paid, including the original delivery fee; the only cost to you is the courier to return it.


2. EXCHANGES (14 DAYS)

Picked the wrong nib size or prefer another colour? We'll exchange the item or give you store credit within 14 days of delivery, provided it is unused and in its original packaging. If the new item costs more, you pay the difference; if it costs less, we refund the difference or give store credit.


3. WRONG, DAMAGED OR MISSING ITEMS

Please check your parcel when it arrives. If anything is wrong, damaged or missing, contact us within 7 days of delivery with your order number and photos of the item and packaging. We'll arrange the courier collection at our cost and send a replacement or refund you in full.


4. FAULTY PRODUCTS (6-MONTH CPA WARRANTY)

Every product must be of good quality, work as it should and be free of defects. If a product is defective within 6 months of delivery, return it to us and choose a repair, replacement or refund. We cover the return courier.

This doesn't cover:

- normal wear and tear, such as brassing or scratches from use;
- damage from dropping a pen, especially on its nib;
- damage from unsuitable inks (for example India or pigment inks in pens not designed for them) or lack of cleaning;
- repairs or adjustments by anyone other than Writespoke or the manufacturer.

After 6 months, many brands offer their own warranty. Contact us and we'll help you claim it.


5. WHAT WE CAN'T TAKE BACK FOR A CHANGE OF MIND

These items can't be returned under sections 1 and 2 above. Your rights for faulty, damaged or wrong items in sections 3 and 4 still apply.

- Products made, engraved, personalised or nib-ground to your specifications
- Opened or used bottles of ink
- Fountain pens that have been inked (dip-testing only is fine)
- Notebooks or paper that have been written in
- Gift vouchers


6. HOW TO RETURN OR EXCHANGE

1. Contact us through our Contact page with your order number, the item and what you'd like (refund, exchange or repair).
2. We'll reply within 2 business days with a return number and the return address or a courier collection.
3. Pack the item securely in its original packaging and include the return number.
4. Use a trackable courier. We're not responsible for parcels lost on the way back if they weren't tracked.

Please don't post items back without contacting us first.


7. REFUNDS

- We inspect returns within 3 business days of receiving them.
- Refunds go back to your original payment method within 7 business days of approval, and in any case within 30 days of cancellation as ECTA requires.
- Your bank may take a few extra days to show the refund.


8. INTERNATIONAL ORDERS

The same rights apply. You pay the return courier for change-of-mind returns and exchanges. Import duties and taxes paid to your customs authority can't be refunded by us, but you may be able to reclaim them from customs.


9. CONTACT

For any return, exchange or warranty question, contact us through the Contact page on our website.