Refund and Returns Policy

At About Pens, we want you to be confident in every purchase. Please read our return and refund guidelines carefully.

Most of our products are personalised with your logo or artwork, which means they cannot be returned or refunded for change of mind once production has begun.

If there is an issue with quality, printing or damage, we will work with you to resolve it quickly.

If your order arrives damaged or faulty:

• If damage is visible at delivery, please note it on the courier’s delivery docket and notify us immediately.
• If damage is noticed after opening the parcel, contact us as soon as possible.

We will assess the issue and arrange a replacement or credit for the affected items.

If we have supplied the wrong product or your order is incomplete, contact us within 7 days of receiving your delivery. We will correct the error promptly.

Because our products are customised, we cannot accept returns or provide refunds for change of mind, incorrect selection or late delivery resulting from incomplete or delayed artwork approval.

If you need to return items due to damage or error:

1. Email us at [email protected] with your order number and photos of the issue.
2. We will advise whether the items need to be returned and provide instructions.
3. Items must be sent back in their original packaging where possible.

Once the returned goods are received and inspected, we will process your replacement or credit.

• If the issue is due to our error or a product fault, About Pens will cover the return shipping or arrange collection.
• If items are returned for any reason not related to quality or damage, return costs are the customer’s responsibility.

If a refund is approved, please allow up to 14 business days for processing. Your bank’s processing time may affect when the refund appears in your account.

If you have any questions about returns, refunds or delivery issues, contact us at [email protected]