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Our Returns Policy
Return of Unwanted Goods
Under the Consumer Contracts Regulations, you are entitled to a full refund (excluding postage costs) if you return a product, or inform us that you want to return the product, within 14 calendar days. Unwanted goods must be returned in their unbroken original packaging complete with all labels and instructions and in the case of fountain pens in original unfilled condition (unless otherwise agreed prior to purchase). You must pay for the cost of returning such items. Gift wrap is not refundable.
If you are unsure about a pen at first sight, please just dip test it first using washable blue ink, just as you would do in a traditional shop. Make sure you clean the pen thoroughly before returning. We reserve the right to reduce the amount of a refund if a pen is returned full of ink or with evidence of ink other than washable blue.
We recommend that you send high value items by Signed For Delivery (or Special Delivery for items worth over £100) or other tracked method as we cannot be held responsible for goods that don't arrive.
Please note we cannot accept returns of converters once fitted and for hygiene reasons we cannot accept returns of bottled fountain pen ink once opened. This does not affect your statutory rights.
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement no later than 14 days after the day we receive back from you any goods supplied.
Faulty Goods
We will either refund in full (including postage costs in the UK) or replace the faulty item free of charge. However, please contact us first before returning an item as often faults can be resolved by e-mail or telephone call or, if necessary, arranged to be sent directly to the manufacturer if this will be more expedient. Also, please empty all ink and clean fountain pens before returning as they can get into a horrible mess in the postal system. If you experience skipping or flow problems with your new pen, please first try it with one of the brands of ink that we stock. There are some brands of ink that are known to cause flow problems in many pens.
Please be aware that disassembly of a pen (beyond that required for normal operation) will probably invalidate any warranty. Certain operations on TWSBI pens, ie those described in the owner's manual, are excepted. If in doubt, please ask first.
Nib Exchanges
If you buy a pen from us and find that the nib is not the correct size for your writing we will change it for you for a handling & postage charge of £9 UK only. Please inform us within 14 days to arrange to return the pen or nib to us for exchange for another of the same value (we can extend this period on request for pens bought as gifts). Note that nibs will only be exchanged if returned in as-new condition and thoroughly cleaned. Please contact us first before returning any pen or nib so we can make any necessary arrangements.
Vintage and Used Pens
We offer an unconditional returns policy because we want you to be happy with your purchase. If you are unhappy with the pen for any reason please return it to us within 10-days and in the same condition in which you received it, for a full refund or apply the credit to another purchase. We are sorry but we cannot refund the postage as this is a direct cost.
Are there any products that can’t be returned?
The following items are excluded from our returns policy, unless faulty or not as described:-
- Converters once fitted.
- For hygiene reasons we cannot accept returns of bottled fountain pen ink once opened.
- Any item that has been personalised, custom made or bespoke.
These exceptions do not affect your statutory rights.
Returns should be sent to the following address:
The Writing Desk Ltd.
53 Horsecroft Road
Bury St Edmunds
Suffolk
IP33 2DT
UK
Please include a note so we know who it's from, preferably with your original order number. There is no need to include the original sales receipt as we will have a record of your purchase.