Effective Date: 04 April 2025
Last Updated: 21 August 2026
This Refund, Return, Exchange and Cancellation Policy applies to purchases made through Penshelf.com, a unit of Parviksha Trading Private Limited.
Penshelf sells branded writing instruments, many of which are supplied in original branded packaging and may become unsuitable for resale once used, inked, altered or personalized. Accordingly, returns and exchanges are subject to the conditions below.
1. Three-Day Return / Exchange Request Window
Any request for an eligible return, exchange, incorrect product, missing item or transit-damage claim should be raised within three (3) calendar days from the date of delivery.
Requests may be sent to:
Please include the Order ID and details of the issue.
For visible transit damage, tampered packaging, missing items or an incorrect product, customers are strongly encouraged to report the matter as soon as possible after delivery, preferably within 24 hours.
The three-day commercial return window does not restrict any non-waivable consumer rights available under applicable Indian law.
2. Important Rule for Writing Instruments
A writing instrument is eligible for a voluntary return or exchange only if it is in new, unused and resalable condition.
For fountain pens in particular, a pen will be treated as used if it has been:
- filled with ink;
- fitted with and used with an ink cartridge;
- dipped into ink;
- written with using ink;
- flushed after being inked;
- nib-tuned, ground, adjusted or modified;
- disassembled beyond normal inspection; or
- otherwise used in a manner that prevents Penshelf from selling it as a new product.
Used fountain pens are not eligible for a change-of-mind return or exchange.
3. Factory / Brand Sealed Products
Where a product is supplied with a manufacturer or brand seal, tamper seal, protective film or sealed retail packaging, the seal must remain intact for a voluntary return or exchange.
Opening or breaking such a seal may make the product ineligible for a voluntary return or exchange.
This condition does not apply where opening the package was reasonably necessary to discover an incorrect, damaged or genuinely defective product.
4. Change of Mind
Penshelf does not provide a no-questions-asked return facility for used writing instruments.
A voluntary change-of-mind exchange may be considered within three calendar days only when:
the product remains completely unused; the original branded packaging is undamaged; all seals are intact where applicable; all accessories, warranty cards, converters, cartridges, manuals, tags and complimentary products are present; and the product can be resold by Penshelf as new.
Approval remains subject to inspection.
For an approved voluntary exchange, the customer will bear applicable reverse-pickup and re-shipping charges.
Where Penshelf accepts a voluntary return rather than an exchange, Penshelf may offer refund or store credit depending upon the circumstances communicated to the customer before accepting the return.
Original shipping and COD charges already incurred are not ordinarily refundable for a voluntary return.
5. Nib Size or Writing Preference
Selection of nib size is the customer’s responsibility.
A customer’s preference regarding characteristics such as:
Fine vs Medium line width, feedback, wetness, softness, stiffness, writing angle or general writing feel
does not by itself constitute a defect.
For example, deciding after purchase that a Fine nib feels too fine or that a Medium nib is broader than expected is normally considered a preference issue, not a manufacturing defect.
A nib-size exchange may therefore only be considered if the pen remains completely unused and uninked and otherwise meets the exchange conditions.
6. Pens Customized or Nib-Tuned on Customer Instructions
A fountain pen whose nib has been tuned, adjusted, ground or otherwise customized specifically at the customer’s request is not eligible for voluntary return or exchange.
Likewise, engraved, personalized or specially commissioned products cannot ordinarily be returned or exchanged because of a change of mind.
This exclusion does not apply where Penshelf made an error in carrying out the agreed customization or where another statutory remedy applies.
7. Transit Damage
Where a customer alleges that a product was damaged during transportation, Penshelf may require evidence sufficient to determine whether the damage occurred during shipment.
Customers should retain:
the shipping box/bag, courier label, internal packaging, branded product box and the product itself until the claim is resolved.
Photographs should show the external courier packaging, shipping label, internal packaging, branded box and the alleged damage.
An unboxing video is strongly recommended, particularly for premium and high-value products.
However, it should remain supporting evidence rather than the sole basis upon which every claim is accepted or rejected.
8. Do Not Continue Using a Product After Discovering Damage
If damage is discovered during unpacking, the customer should not ink, write with, modify, repair or continue using the pen.
Where a customer discovers visible physical damage but subsequently inks or uses the pen extensively, Penshelf may take that subsequent use into consideration when assessing whether the reported condition is attributable to transit damage.
9. Manufacturing Defect vs Transit Damage
A manufacturing defect is different from transit damage.
Certain manufacturing or functional issues may only become apparent when a fountain pen is tested with ink. Consequently, merely having tested a pen does not automatically invalidate a genuine manufacturing-defect complaint.
However, where a manufacturing defect is alleged after the pen has been inked, Penshelf may require the product to undergo technical verification by:
Penshelf, the authorized distributor, manufacturer, brand service centre or another suitably qualified professional.
A replacement or refund for a disputed technical defect will ordinarily be processed after the defect has been verified.
10. Subjective Nib Behaviour
Fountain pens are mechanical writing instruments and some variation can occur between individual nibs.
Characteristics such as feedback, line variation, wetness, flow characteristics and writing feel may vary between brands and models.
Such characteristics will not automatically be treated as manufacturing defects unless they fall outside reasonable manufacturer specifications or a technical assessment confirms a defect.
Examples of issues that may require assessment include skipping, hard starting, excessive tine misalignment, abnormal ink starvation or another alleged functional fault.
11. Customer-Caused Nib Damage
Damage caused by:
excessive writing pressure, dropping the pen, bending the nib, attempting to realign the tines, polishing the nib, using abrasive material, nib grinding, unauthorized tuning, disassembly or third-party modification is not considered transit damage or a manufacturing defect.
Penshelf may reject a claim where inspection reasonably establishes that the problem resulted from customer use or alteration rather than an existing product defect.
12. Incorrect Product / Variant
If Penshelf sends a product different from the confirmed order, including an incorrect:
model, colour, nib size or writing mode,
Penshelf will arrange an eligible replacement or refund at no additional shipping cost to the customer.
The customer should not ink or use an obviously incorrect writing instrument after discovering that the wrong product or variant has been supplied.
13. Missing Product or Accessories
Missing items should be reported within three calendar days.
Penshelf may compare the claim against available:
order records, shipment weight, dispatch records, warehouse QC records and packing photographs/videos.
If the missing item is verified, Penshelf will provide an appropriate replacement or refund.
14. Penshelf Dispatch Quality-Control Record
Penshelf may photograph or video-record products, serial numbers where applicable, branded packaging and shipment contents during order fulfilment for quality-control, fraud-prevention and dispute-resolution purposes.
15. Quality Inspection of Returned Writing Instruments
Return authorization only permits the customer to send the product for inspection. It does not automatically mean the return, refund or exchange has been approved.
Upon receipt, Penshelf may examine:
product identity; serial number where available; body and cap condition; nib and feed; filling mechanism; signs of ink; ink residue; micro-scratches; dents; accessory completeness; packaging; manufacturer seals; warranty documentation; evidence of modification; and the specific issue reported by the customer.
The inspection will normally be completed within three business days of Penshelf receiving the returned product.
Where specialist assessment is required, the product may be referred to the manufacturer, distributor or authorized service centre and the customer will be informed.
16. Products Found to Have Been Used
If a product submitted as an “unused return” is found during inspection to have been inked, written with, damaged, altered or materially used, Penshelf may reject the voluntary return or exchange.
The product will then be made available for return to the customer.
Where return shipping is required following rejection of a voluntary return, the customer may be required to bear the applicable shipping cost.
17. Consumable Products
Consumable products such as:
ink bottles, ink cartridges, refills and similar consumables
are not eligible for normal return or exchange after dispatch where the product has been opened or used.
A remedy may still be available where Penshelf supplied an incorrect product, the product arrived damaged/leaking, the item is defective or another remedy is required under applicable law.
18. Customized and Personalized Products
Engraved, personalized, custom-made or specially ordered products are not eligible for normal return or exchange.
An eligible remedy will nevertheless be provided where Penshelf supplied the wrong product, made an error in the agreed personalization, the item arrived damaged, or applicable law otherwise requires a remedy.
19. Free Reverse Pickup
Penshelf will ordinarily bear eligible reverse-shipping costs where:
the wrong product was supplied; verified transit damage occurred; an item was missing; or an eligible manufacturing defect is confirmed.
For a voluntary exchange or other customer-preference return accepted by Penshelf, reverse and replacement shipping charges will be borne by the customer.
20. Exchange Approval
An exchange is subject to:
eligibility, inspection and stock availability.
Sending a product back does not guarantee that the requested replacement variant will remain available.
If the requested replacement is unavailable after an eligible exchange is approved, Penshelf may offer another available variant, store credit or a refund as appropriate.
21. Replacement Dispatch
Once an eligible replacement is approved and stock is available, Penshelf will ordinarily aim to dispatch the replacement within 1–3 business days.
Normal shipping timelines then apply.
22. Refunds
Approved refunds will normally be initiated within 5–7 business days after approval.
Prepaid refunds will ordinarily be returned to the original payment method.
For COD orders, Penshelf may request appropriate bank-account or UPI information to process an approved refund.
Penshelf will never require a customer’s UPI PIN, OTP, card PIN or internet-banking password to process a refund.
23. Warranty Claims
Where a defect arises after the initial return/exchange period, the product may be covered by a manufacturer’s or distributor’s warranty.
Penshelf may assist the customer with the applicable brand warranty process.
A manufacturer’s warranty does not restrict rights that independently apply under Indian consumer law.
24. Statutory Consumer Claims
The three-day Penshelf return/exchange window is a commercial policy for ordinary returns, exchanges and prompt reporting of delivery-condition issues.
It must not be interpreted as excluding a consumer’s rights where applicable law requires Penshelf to provide a remedy for goods that are genuinely defective, deficient, spurious or materially inconsistent with their advertised/agreed characteristics.
25. Governing Law
This Policy shall be governed by and construed in accordance with the laws of India.
Subject to applicable consumer protection laws and any mandatory or statutory jurisdiction, the courts at Jamshedpur, Jharkhand shall have exclusive jurisdiction over disputes arising out of or relating to this Policy, provided such courts otherwise have jurisdiction under applicable law.
Nothing in this Policy shall restrict a consumer’s right to approach any competent Consumer Disputes Redressal Commission or other statutory authority having jurisdiction under applicable law.
