Our returns policy is valid for 28 days from receipt of an item

Returns Authorisation - Before returning any item please follow our returns procedure by emailing Customer Services with:-

(a) Your Name
(b) Your Order Number
(c) The Reason for return

You will receive an email back confirming that we have received your request and to go ahead with the return of the item. In doing so please return the items as stated whith a copy of your invoice for our reference. We will authorise the return of an item in the following cases:-

Faulty / Damaged Item - You may return any item that was faulty or damaged when received for a full refund. We will refund your card once we have received and processed the returned item(s). In these cases we will also refund the return postage. We cannot offer a refund on any items which have been damaged due to mis-use or neglect. Due to our payment process it is not always possible to offer customers a replacment or alternative product. If you are interested in changing a product, please state this when emailing Customer Services and we can confirm at the time if it is possible.

Duplicate / Incorrect Item - You may return any duplicate or incorrect item sent to you as a result of our error for a full refund. We will refund your card once we have received and processed the item. In these cases we will also refund the return postage. All items must be returned in their original unopened packaging and in a resaleable condition.

Unwanted Item - You may return any unopened item within 7 days of receiving it for a full refund as long as it is still in good condition and suitable for resale. We will refund your card once we have received and processed the item. Note : We will only refund postage if the return is a result of our error. We cannot refund or exchange an opened item unless it is faulty or the item was sent to you through our error. All items must be returned in their original unopened packaging and in a resaleable condition.

Please note we will only refund returned item(s) once they have been received back by us. It is recommended that you obtain a free proof of postage certificate from the post office when returning goods as we cannot accept responsibility for any items lost in transit when being returned to us.

All items should be returned to penclix via standard parcel post if a postage refund is to be requested. In instances where the cost of return postage is not being claimed from penclix, we recommend you return the item(s) by which ever service is deemed appropriate for a claim to be made by the customer to the post office for any loss or damaged items during transit.