Refund policy

Returns & Refunds Policy

Last updated: 25 MARCH 2026

At Pencraft the Boutique, we want you to be completely satisfied with your purchase. If you’re not happy with your order, we’re here to help. Please read our returns and refunds policy below.

1. Our 30-Day Return Policy

We accept returns within 30 days of delivery for most items, provided they meet the conditions outlined below.

2. Change of Mind Returns

If you have changed your mind about a purchase, you may return it within 30 days of delivery, provided the item meets all of the following conditions:

• The item is unused and in its original condition
• Original packaging is intact and undamaged
• All accessories, documentation, and certificates are included
• The item has not been engraved, personalised, or modified in any way
• You have your original order confirmation or receipt

Items we cannot accept for change of mind returns:

• Opened ink bottles (once the seal is broken)
• Personalised or engraved items
• Special orders made specifically for you
• Sale or clearance items marked as final sale
• Gift cards (digital or physical)

For change of mind returns:

• You are responsible for return shipping costs
• Original shipping fees are non-refundable
• You may choose a refund or store credit

3. Faulty or Damaged Items

If your item arrives faulty, damaged, or defective, we will replace it or provide a full refund.

What to do:

• Contact us at info@pencraftsa.com.au within 7 days of receiving your order
• Include your order number and clear photos of the issue
• Describe the problem in detail

We will arrange either a replacement (if available) or a full refund including original shipping costs. We will cover the return shipping (prepaid label or reimbursement).

4. Wrong Item Received

If you receive the wrong item, please contact us at info@pencraftsa.com.au with your order number and details. We will provide a prepaid return label and send the correct item or issue a full refund at no cost to you.

5. How to Return an Item

1. Contact Us
   Email info@pencraftsa.com.au with your order number, the item(s) you wish to return, the reason for return, and whether you want a refund, replacement, or store credit. Attach photos if the item is faulty or damaged.
2. Return Approval
   We will reply within 24 business hours with confirmation, return instructions, and an RMA (Return Authorisation) number.
3. Pack and Send
   Securely package the item in its original packaging where possible. Include the RMA number clearly on the package and send with tracking. We recommend Australia Post with tracking and insurance for valuable items.
4. We Process Your Return
   Once received, we inspect the item within 2 business days and process your refund, replacement, or store credit.

Return Address:
Pencraft the Boutique
29 Adelaide Arcade
Adelaide SA 5000
Australia

6. Return Shipping Costs

• Change of mind: You pay return shipping. Original shipping is non-refundable.
• Faulty, damaged or wrong item: We cover return shipping costs.

Note: If you return part of an order that originally qualified for free shipping and the remainder no longer does, the refunded amount will be adjusted to deduct the standard shipping fee.

7. Refunds

Refunds are issued to your original payment method:

• Credit/debit card: 5–10 business days after approval
• PayPal: 3–5 business days after approval
• Bank transfer: 3–5 business days after approval

What is refunded:

• Faulty/damaged/wrong items: Full purchase price + original shipping + return shipping
• Change of mind: Purchase price only (original shipping not refunded)

8. Exchanges

We are happy to exchange items (subject to availability). Follow the return process above and let us know what you would like instead. Any price difference will be refunded or charged accordingly.

9. Inked Fountain Pens

We recommend “dip testing” the nib only so the pen remains returnable. If you have filled the pen with ink:

• It can still be returned if faulty
• For change of mind returns, a 10% restocking fee applies
• Please thoroughly clean and flush the pen before returning

10. Special Circumstances

• Personalised / Engraved items: Cannot be returned unless faulty or not as described.
• Sale / Clearance items: Change of mind returns not accepted.
• Gift purchases: Store credit or exchange available. Refunds to original payment method require contact with the original purchaser.

11. Damaged in Transit

If your parcel arrives damaged, please take photos immediately and contact us within 2 business days. We will arrange a replacement or full refund at no cost to you.

12. Warranty & Manufacturer Defects

Many products come with manufacturer warranties (1–5 years). If a fault appears after 30 days, contact us and we will assist with the warranty claim, repair, or replacement.

13. Restocking Fees

We do not usually charge restocking fees, except for a 10% fee on fountain pens that have been filled with ink (dip-tested pens are exempt).

14. Australian Consumer Law

Our policy works in addition to your rights under Australian Consumer Law. You are entitled to a remedy if goods are faulty, not as described, or not of acceptable quality. These rights cannot be excluded. For more information visit the ACCC website: consumer.gov.au.

15. Order Cancellations

You may cancel your order before it ships by contacting us as soon as possible. Once shipped, you will need to return the item using our standard returns process.

16. Changes to This Policy

We may update this policy from time to time. The “Last updated” date at the top will reflect the latest version.

Questions?

If you have any questions about our returns and refunds policy, please contact us:

Email: info@pencraftsa.com.au
Phone: (08) 8223 3725
Business Hours: Monday – Friday 10am – 5pm, Saturday 10am – 4pm
Closed Sundays and all South Australian public holidays

We’re here to help and appreciate your business at Pencraft the Boutique.