Refund policy

1. Eligibility for Returns, Refunds & Remakes

We offer the following resolutions under these conditions:

A. Custom Products

Because custom products are made specifically for you, returns or refunds are only accepted under these circumstances:

  • Defective or Damaged Items: If your custom item arrives defective or damaged, you are eligible for a full refund, replacement, or remake.

  • Mismatch with Approved Proof: If the delivered product does not match your approved proof (e.g., incorrect logo, color, or design), we will provide a full refund or remake at no additional cost.

  • Incorrect Items: If you receive an item different from what you ordered, we will issue a full refund or send a replacement.

Please note: Due to the personalized nature of these products, we cannot accept returns or offer refunds for reasons such as change of mind, incorrect information provided during the ordering process, or dissatisfaction with design choices that were approved.

B. Non-Custom Products

For non-custom, stock items, you may request a return within 30 days of receiving your order.
To qualify:

  • The item must be unused, unworn, in its original packaging, and in the same condition you received it.

  • You’ll need your receipt or proof of purchase.

2. How to Report an Issue or Start a Return

To initiate a return, refund, or remake:

  1. Contact Us: Email sales@thepenguy.com within 10 days of receiving your custom order or within 30 days for non-custom items.

  2. Provide Details: Include your order number, a description of the issue, and clear photographs showing any defects or discrepancies.

  3. Await Confirmation: Our team will review your request and respond within 3 business days with next steps.

3. Return Shipping

  • If a return is approved, we’ll send you a prepaid shipping label and return instructions.

  • Returns should be sent to:
    The Pen Guy
    1510 Demonbreun St,
    Nashville, TN 37203

  • Items sent back without prior authorization will not be accepted.

  • Please return products in their original packaging to avoid further damage.

4. Remake Policy (Custom Products Only)

If your issue qualifies for a remake:

  • Production Time: Remakes are prioritized and produced within our standard production timelines.

  • Shipping: We cover all remake shipping costs.

5. Refund Process

  • Approval: Once your claim is approved and your return (if required) is received, we’ll notify you of the refund status.

  • Processing Time: Refunds are issued to your original payment method within 5–10 business days after approval.

  • If it has been more than 15 business days since approval, please contact us at sales@thepenguy.com.

6. Exceptions / Non-Returnable Items

We cannot accept returns for:

  • Personalized or custom-made products (except in cases of defect, damage, or mismatch)

  • Sale items or gift cards

  • Perishable goods, personal care products, hazardous materials, or flammable items

7. EU Customers – 14-Day Cooling-Off Period

If your order ships to the European Union, you have the right to cancel or return your order within 14 days for any reason, provided the item is in unused condition, with original tags and packaging. Proof of purchase is required.

8. Contact Us

For any questions or concerns regarding your order, please reach out to our customer service team:

📧 sales@thepenguy.com
🕒 Monday – Friday, 9 AM – 5 PM CST