Return and Refund Policy
At Pen and Tool, we want you to be inspired by your new creative tools. If a product isn't the right fit, we are here to support you with a smooth and transparent return process.
🔄 30-Day Returns
We offer a 30-day return policy from the date of delivery. To be eligible for a return, your items should be in the same pristine condition you received them—unused and in their original packaging.
📝 Starting Your Return
To begin, simply reach out to our team at asmileaday@penandtool.com.
Please note: Returns must be authorized in advance. This ensures a smooth arrival at our hub and prevents any delays in processing your refund.
📍 Return Address
Once authorized, please send your parcel to our fulfillment center:
Room 707, Block C, 7/F, On Shing Building
2-16 Wo Liu Hang Road, Fotan, Hong Kong
Return shipping costs are handled by the customer unless the item is faulty or incorrect. We recommend using a tracked service, as we can only issue refunds for items that have safely reached us in acceptable condition.
🛡️ Quality & Exchanges
Issues: Please inspect your order upon arrival. If an item is damaged, defective, or incorrect, contact us right away so we can make it right immediately.
Exchanges: The fastest way to get your replacement is to return the original item for a refund and place a new, separate order for the tool you'd prefer.
⚠️ Exceptions
We are unable to accept returns for:
- Custom or personalized items.
- Personal care products.
- Hazardous materials or flammable liquids.
- Sale items and Gift Cards.
💳 Refund Process
As soon as your return reaches our hub and is checked by our team, we will send you an email to let you know your refund is being processed. Your refund will then be automatically issued to your original payment method within 10 business days (excluding original shipping fees).