Refund policy

Thank you for shopping at PenNest. We want you to feel confident when purchasing our silicone pencil and pen grips, writing accessories, and related products. This Return and Refund Policy explains the conditions under which products may be returned, exchanged, or refunded.

By placing an order through pennest.store, you agree to the terms described below.

1. 30-Day Return Policy

We offer free returns and refunds within 30 days of the date your order is delivered.

To be eligible for a return, the item must:

Be returned within 30 days of delivery.
Be unused, unworn, and in its original condition.
Include the original packaging, accessories, manuals, and promotional items, if applicable.
Show no signs of misuse, damage, alteration, excessive handling, or improper storage.
Be accompanied by valid proof of purchase, such as an order number or confirmation email.

We reserve the right to refuse a return if the product does not meet these requirements.

2. How to Request a Return

To begin a return, contact our customer support team at:

Email: support@pennest.store
Phone: +1 (604) 564-8780

Please include:

Your full name.
Order number.
Email address used for the purchase.
Name of the item you wish to return.
Reason for the return.
Clear photos or videos if the item is damaged, defective, incorrect, or incomplete.

Please do not send a product back without first contacting us. Unauthorized returns may not be accepted or processed.

Once your request is approved, we will provide the applicable return instructions.

3. Free Return Shipping

PenNest provides free return shipping for eligible returns approved within the 30-day return period.

A prepaid return label or alternative return instructions may be provided depending on your country, delivery location, and the circumstances of the return.

The customer may be responsible for return costs when:

An item is returned without prior authorization.
The return is submitted after the 30-day period.
The customer provides an incorrect or incomplete delivery address.
The item has been used, damaged, altered, or improperly handled.
The return does not comply with this policy.

4. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives.

Damaged during shipping.
Defective.
Different from the item ordered.
Missing products or components.
Delivered in an unusable condition.

We may request photos of the product, packaging, shipping label, and any visible damage. After reviewing the claim, we may provide a replacement, refund, store credit, or another suitable resolution.

Damage caused by misuse, improper care, accidental damage, unauthorized modification, or normal wear and tear is not considered a manufacturing defect.

5. Non-Returnable Items

The following items may not be eligible for return:

Items returned more than 30 days after delivery.
Used, altered, damaged, or incomplete products.
Items without their original packaging.
Products marked as final sale or non-returnable.
Personalized or custom-made items.
Gift cards or promotional credits.
Items presenting hygiene concerns after use.
Products damaged through improper use or storage.

We may make exceptions where required by applicable consumer protection laws.

6. Exchanges

We may offer exchanges for eligible items, depending on product availability.

The fastest way to receive a different item, size, style, or color is generally to return the original product and place a new order after the return is approved.

If the requested replacement is unavailable, we may issue a refund or store credit.

7. Refund Processing

Once we receive and inspect your return, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method. Depending on your bank, card provider, or payment processor, it may take several business days for the refunded amount to appear in your account.

Original expedited shipping fees, customs duties, taxes, and other third-party charges may be non-refundable unless required by law or unless the return resulted from an error by PenNest.

8. Cancellations and Order Changes

Orders are processed quickly. Contact us as soon as possible if you need to cancel or modify an order.

We cannot guarantee that a cancellation or change will be possible once an order has entered processing, fulfillment, or shipment.

If the order has already shipped, you may request a return after delivery in accordance with this policy.

9. Refused and Undeliverable Packages

If a package is refused, unclaimed, or returned because of an incorrect or incomplete address, we may deduct any non-recoverable shipping, handling, customs, or carrier charges from the refund where permitted by law.

Customers are responsible for checking that their shipping information is correct before submitting an order.