At PURETONE PENS LLC, we want our customers to be satisfied with their purchases. If you need to return or exchange an eligible product, please review the conditions and procedures below.
1. 30-Day Return Policy
We accept eligible returns within 30 days of the date you receive your order.
To qualify for a return, the product must:
- Be unused and in its original condition.
- Be in the original packaging, where applicable.
- Include all original accessories, parts, and accompanying materials.
- Not be damaged, altered, or modified after delivery.
- Be in a condition suitable for resale.
Used products or products that have been damaged, altered, or otherwise affected in a way that impacts their ability to be resold are not eligible for return.
2. Non-Returnable Products
Returns may be refused for products that:
- Have been used or installed.
- Show signs of wear, damage, stains, scratches, or other use.
- Have been modified or altered.
- Are missing original packaging or components when those items are necessary for resale.
- Have been damaged after delivery due to improper handling or use.
- Are otherwise in a condition that affects their ability to be resold.
3. Return Process
Before returning an item, please contact us to request return instructions.
Please provide:
- Your order number.
- The name of the product you wish to return.
- The reason for the return.
- Photographs of the product, when applicable.
Once your return request is reviewed and approved, we will provide the applicable return instructions.
Please do not send a return to the address below before receiving return instructions from us.
4. Return Shipping Costs
The responsibility for return shipping costs depends on the reason for the return.
Quality-Related Issues
If the product arrives defective, damaged, or materially different from the product ordered due to an issue attributable to us, PURETONE PENS LLC will cover the reasonable return shipping cost.
Customers should contact us with the order details and photographs of the issue so that we can review the situation and provide return instructions.
Non-Quality-Related Returns
For returns due to reasons such as personal preference, ordering the wrong item, changing your mind, or other reasons not related to a product quality issue, the customer is responsible for the return shipping cost.
Any original shipping charges are generally non-refundable unless otherwise required by applicable law or the return is due to an issue attributable to us.
5. Exchanges
We may accept exchanges for eligible products within the applicable 30-day return period, subject to product availability.
To request an exchange, please contact us before sending the product back and provide your order number, the product you received, and the reason for the exchange.
The item being exchanged must be unused, undamaged, and in a condition suitable for resale.
If the requested replacement product is unavailable, we may offer an alternative solution, such as a refund for the eligible returned item.
For exchanges caused by a quality issue or an error attributable to us, we will cover the applicable return shipping cost.
For exchanges requested for non-quality-related reasons, the customer is responsible for the applicable return shipping costs.
6. Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us as soon as possible after delivery.
Please provide your order number and clear photographs showing the product and, where applicable, its packaging.
After reviewing the information, we will provide appropriate instructions for a replacement, exchange, or refund in accordance with the circumstances.
7. Return Inspection
Once we receive your returned product, our team will inspect it to confirm that it meets the applicable return requirements.
If the returned product has been used, damaged, altered, or is otherwise in a condition that affects its ability to be resold, the return may be rejected or the refund may be adjusted to the extent permitted by applicable law.
8. Refund Processing
After an approved return is received and inspected, we will issue the refund to the original payment method within 3–5 business days.
The time required for the refunded amount to appear in your account may vary depending on your bank, credit card issuer, or payment provider.
We do not issue refunds to a different payment method unless required by applicable law.
9. Return Address
Approved returns should be sent to the following address:
PURETONE PENS LLC
2220 Yorkshire Lane
Anchorage, AK 99504
United States
Please contact us and obtain return instructions before shipping your item. This helps ensure that your return can be properly identified and processed.
10. Refund Exceptions
If a returned product does not meet the requirements of this policy, we may be unable to approve the return or refund.
In particular, used products and products whose condition has been affected in a manner that prevents or materially impacts resale are not eligible for return, except where the return is required by applicable law.
Nothing in this policy limits any rights or remedies that cannot legally be excluded under applicable law.
