Refund policy

At ThePenGuy.com, we are committed to delivering high-quality, custom-branded pens and promotional products that meet your expectations. Our policy ensures a fair and transparent process for returns, refunds, and remakes.

Eligibility for Returns, Refunds, and Remakes

We offer the following options under these conditions:

Defective or Damaged Items: If your item arrives defective or damaged, you are eligible for a full refund, replacement, or remake.

Mismatch with Approved Proof: If the delivered product does not match the approved proof (e.g., incorrect logo, color, or design), we will provide a full refund or remake the item at no additional cost.

Incorrect Items: If you receive an item different from what you ordered, we will issue a full refund or send a replacement.

Please note: Due to the customized nature of our products, we cannot accept returns or offer refunds for reasons such as change of mind or incorrect information provided by the customer during the ordering process.

Reporting Issues

To initiate a return, refund, or remake:

Contact Us: Reach out within 10 days of receiving your order.

Provide Details: Include your order number, a description of the issue, and clear photographs of the product and any defects or discrepancies.

Await Confirmation: Our team will review your request and respond within 3 business days with the next steps.

Remake Policy

If the issue pertains to a mismatch with the approved proof or a defect, and you prefer a remake over a refund:

Production Time: Remakes will be prioritized and produced within our standard production timelines.

Shipping: We will cover the shipping costs for remade items.

Refund Process

Approval: Once your claim is approved, refunds will be processed to your original payment method.

Processing Time: Refunds typically take 5-10 business days to reflect in your account, depending on your bank or credit card provider.

Return Shipping

In cases where we request the return of the defective or incorrect item:

Shipping Costs: We will provide a prepaid shipping label.

Packaging: Please return the item in its original packaging to prevent further damage.

Timeframe

All claims for returns, refunds, or remakes must be initiated within 10 days of receiving your order. Claims made after this period may not be eligible.