Refund and Returns Policy

last updated 17/2/26

1. Overview
   At The Pen Galaxy, we take pride in supplying premium and authentic products.
   Due to the nature of our products, we only accept returns under specific conditions outlined below.
   
2. 7-Day Return Policy (Unopened Products Only)
   Customers may return products within 7 calendar days of receiving the order, provided that:
   The product is sealed and unopened
   The product is in its original packaging
   The product is unused
   All tags, certificates, and protective materials are intact
   Proof of purchase is provided
   If the product seal is broken or the item has been used, the return will not be accepted.
   
3. Non-Returnable Items
   The following items are not eligible for return:
   Opened or used products
   Engraved or customised items
   Gift cards
   Clearance or promotional items (if stated as final sale)
   
4. Damaged or Incorrect Items
   If you receive a damaged, defective, or incorrect product:
   You must notify us within 48 hours of delivery
   Provide clear photos of the issue
   Do not use the product
   Once verified, we will arrange a replacement or refund in accordance with the Consumer Protection Act.
   
5. Refund Process
   Once a returned product is received and inspected:
   If approved, a refund will be processed to the original payment method
   Refunds may take 5–10 business days to reflect depending on your bank or payment provider
   Shipping costs are non-refundable unless the return is due to our error.
   
6. Return Shipping
   Customers are responsible for return shipping costs unless the item was incorrect or defective
   We recommend using a tracked courier service
   We are not responsible for lost return shipments
   
7. Right of Refusal
   We reserve the right to refuse returns that do not meet the above conditions.
   
8. Contact Us
   To request a return, please contact:
   Email: thepengalaxy@gmail.com
   Order Number: Required
   Subject Line: “Return Request – Order #[Number]”