Return Overview
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@cathaypens.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.
Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return questions at info@cathaypens.com.
Damages and Issues
Please inspect your order upon arrival and contact us immediately if your item is defective, damaged, or if you received the wrong product. We ask that you notify us within 7 business days of delivery so we can assess the issue promptly.
When reaching out, please include photos of the item, packaging, and shipping box—this helps us resolve the situation quickly and file any necessary claims with the carrier. We will work with you to repair, replace, or refund the item as appropriate.
Exceptions / Non-returnable Items
Certain items cannot be returned, including customized or modified pens, engraved or personalized products, and special-order items made specifically at the customer’s request.
Inks, ink cartridges, pen flush, and other liquid consumables are also non-returnable once opened. We cannot accept returns on used writing instruments, discontinued or clearance items, or gift cards.
If you have questions about whether your item qualifies for return, please contact us—we’re happy to help clarify before you send anything back.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. The credit from your first order will be applied toward the new purchase once your return has been processed.
European Union 14 Day Cooling Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification.
As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days.
Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at info@cathaypens.com.