Overview
Our returns and refunds policy is split into the following:
- Full Refunds: You have 14 days from the moment you receive your order to change your mind. The product must remain unopened and sealed and you must reach out to us within the 14 days. You must return within a reasonable timeframe (30 days from receipt of order) once communicating your intent to return.
- Faulty Goods: You must notify us immediately upon receipt of your order if it arrived faulty or damaged. If the fault develops after use, you have 14 days to notify us. You will then be eligible for a free replacement/credit note/refund. If you choose to opt for a refund and you had paid for more premium postage, you will only be refunded the cheapest shipping cost.
- Shipping Costs: The lowest cost shipping method will be refunded. If you chose RM Tracked 24, you will only receive a refund for the value of RM Tracked 48.
Change of Mind and Full Refunds
If you change your mind and wish to cancel your order. You must notify us within 14 days of receiving your order. You will then be required to return the order/goods back to us. You will be responsible for shipping and will have 14 days to return the item/s. Once received and the items are sealed in its original condition your refund will be processed to the same payment method for your order.
If your order has not been shipped and you changed your mind, simply notify us and we will cancel/refund your order.
If it has been shipped but you have not received it, you must wait until you receive it and then return it back to us. You will have 14 days to return it from the moment you receive it.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery.
Faulty Goods
If your order arrives damaged or faulty, you must notify us immediately. We will then help you fix the issue or begin a replacement/refund process.
If your product develops a fault within 14 days of opening then you must notify us as soon as discover the fault.
If we cannot help you resolve the fault you will be given instructions on where to generate a free returns postage label. You do not require a printer.
If it has been more than 14 days please reach out and we will help with the fault. If we deem that the pen was faulty from manufacture to when you received it we will help with the replacement process. However, if it is deemed user error we cannot replace or refund. This does not apply if you shipped the goods within the 14 day limit but we received it late.
Once we receive the faulty goods, we will inspect it to ensure the fault and dispatch replacement at no additional cost or refund if you chose to opt for a refund. If there are no faults, we will send the original goods back to you.
Not Eligible for Refunds or Exchanges
Several types of goods are exempt from being returned:
- Products that have been opened from their packaging and are in full working order.
- You do not like the flavour or the product is not to your preferences.
- Perishable goods.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
Your Rights
The above are in addition to your rights as per the Sales of Goods Act and not in contrary to it.
Contact us for questions related to refunds and returns.