Returns & Exchange

We want you to be completely satisfied with your Pencraft purchase.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return or exchange

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

Once a fountain pen touches ink, we can still accept it, but there will be a restocking fee of 10% incurred for preferential returns.

To start a return, you can contact us at info@pencraftsa.com.au or on 08 8223 3725.

Online returns

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.

Damages and faults
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. To ensure your satisfaction with your purchases, we facilitate repair service (exclusions apply) and offer in-store troubleshooting services.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items, gift cards or any item, whether used or new, that came free with another product. In addition, we cannot accept pens or nibs if they have been modified in any way. We also cannot accept open and used notebooks, other papers and inks

Exchanges
The fastest way to ensure you get what you want is to return the item you have purchased or received, and once the request is made, we will assist you in the exchange process and selecting a new item. Differences in price can be paid over the phone or refunded for in store credit. This credit has no expiry and can be used at anytime or for any type of item or service.

Refunds

If you have notified us, posted or brought the item back to us in store within the 14-day returns period, we will be happy to approve a refund of store credit or funds back to the original account. To qualify for a complete refund the item needs to be returned in unused saleable condition. If your refund is approved, please note it can take some time for your banking or credit company to process the funds.

In addition to following Australian Consumer Law , the approval of all refunds, returns or exchanges is subject to the discretion of Pencraft the boutique. If you have any questions, please email our team at info@pencraftsa.com.au or call us on 08 8223 3725