If you have any problems with your order, especially in terms faulty product or if you come across any defects, we’ll be happy to exchange the product. Please return the unused item with packaging within 7 days of receiving your order.
If the product is to be exchanged for any other reason other than being faulty or defective, then you need to contact our customer service team and intimate the same. Post evaluation of the reason for exchange, our service team shall assist you in returning the product. The returned product must be sent to us through a reliable courier service provider within 7 days of receiving the product. The courier charges shall be borne by the customer in this regard.
If you wish to exchange the product with a product of higher value then the difference amount shall be paid by you.
Please pack the products properly and paste/write the address:
Penz Solutions, Ecommerce Department, E-535, UGF (Rear), Greater Kailash-2, New Delhi – 110048
Please make sure you seal the packet completely before handing over to courier partners and please use separate packets for items from separate order.
Personalized or other customized product shall not be eligible for return or exchange under any circumstances.
In case a customer does not raise an exchange claim as per the Terms mentioned, the User shall be ineligible for exchange.
Only post inspection of the returned product and confirmation of eligibility by Penz Solutions., the replaced product shall be shipped to the customer.
If you wish to cancel an order placed on www.penz.co.in, please contact our customer care service within 24 hours of receipt of the product and our customer care executives will help you cancel the order. No cancellation charges will be levied should you choose to cancel the order post order confirmation.
If you wish to cancel an order after receiving it, kindly contact our customer care service. Please note you will need to raise a cancellation request and ship the product back to us. Once we receive the product, we will conduct a quality check and process your cancellation request.
Attention: Personalized or customized products like engraved pens, lighters, card holders, personalized leather journals etc., are only eligible for cancellation, refund, or exchange if they have a manufacturing defect. Personalised products that have a manufacturing defect will be replaced for no charge and with personalisation. If the product has been personalised and it bears no manufacturing defect, the order will not be cancelled.
Terms and Conditions
Post receipt of the cancelled product from the customer, Refund/ Exchange of the product will be accepted by Penz Solutions. Only post confirmation of our Quality Check team that the product is intact with all the tags/ cards/ invoice in place, as it was when delivered to the customer, and the product is unused and free of any damage.
Post acceptance of cancellation, if you had paid through credit /debit card we shall raise the request and that will take 12 – 15 working days to receive money back in your account. If you had ordered through Cheque/DD/Fund transfer, a cheque will be issued in your name and couriered, this might also take time our customer care executives will keep you posted on the timelines.
Important: It is the sender’s responsibility to ensure we receive the products back. We therefore recommend you send the goods recorded delivery with a tracking number. If the parcel goes missing, we will be unable to exchange or refund your order.
Any manufacturing defect discovered in a product sold by Penz Solutions and its authorized retailers under current production will be replaced/repaired free of cost within 20 working days (excluding Saturday, Sunday and other public holidays) if it is within the warranty period and invoice copy of authorized retailer is provided. Customer needs to retain the warranty card with sign and signature of the retailer or bill copy of the retailer and carry the same when returning the product to the store for service. Warranty card informs the customer what constitutes a manufacturing defect (refer manufacturing defects page of warranty card).
If any manufacturing defect is discovered in a purchase from Penz Solutions and its authorized retailers within its warranty period but unable to replace or repair the product due to the circumstances beyond the control, Penz Solutions and its authorized retailers undertakes to replace the purchase with a substitute item with a value equal to the original purchase.
Accidents Happen! If the product is damaged due to mishandling or an accident or if there is problem after the warranty is expired- Penz Solutions and its authorized retailers will do the absolute best to repair the problem for the customer. Any estimation related to service will be notified to the Customer in advance. It could take about minimum of 45 working days (excluding Saturday, Sunday and other public holidays) and above for return. Courier charges to be borne by the customer.
For products that are discontinued or are Vintage models. It may take three to six months for servicing. This is because the parts may be available only with the manufacturer and the product may have to be sent to the service center for identification of the problem and then repaired/replaced. The costs for the repairs if any, courier charges and re-import charges are to be borne by the customer.
Customers have the option to personalise their product by engraving a company logo or name, however the engraved colour may vary from the preview shown during the purchase. Orders with personalisation request cannot be cancelled once the product is engraved. Such products cannot be exchanged.
Penz Solutions has not authorized any retailer to sell online or on to any market places like Amazon, Flipkart etc. Hence, any purchase made by the customers from such unauthorized sources will not be considered by Penz Solutions for service.