At Kasapen, we take great pride in the craftsmanship of our luxury silver pens with gemstone mounts. Our goal is to ensure that every customer is fully satisfied with their purchase. Below is our detailed exchange and refund policy for these luxury items:
1. Eligibility for Refund
• You may request a refund within 7 days of receiving your KASA silver pen.
• The pen must be in new, unused condition, with no signs of wear or damage, and returned in its original packaging along with any certificates of authenticity, documentation, and accessories.
• Customized or personalized pens (including engraved items) are not eligible for refunds unless there is a manufacturing defect.
2. Non-Refundable Items
• Pens that have been used, damaged by the customer, or altered in any way will not be eligible for a refund.
• Shipping fees, customs duties, and taxes are non-refundable.
3. Refund Process
• To initiate a refund, please contact our customer service team at [customer service email/phone number] to receive a return authorization number.
• All returns must include the original receipt or proof of purchase.
• The customer is responsible for return shipping costs. We recommend using a trackable and insured shipping method to ensure the safe return of the pen, as KASA is not liable for lost or damaged items during shipping.
• Once the item is received and inspected, we will notify you of the refund approval status. Refunds will be processed within 7-14 business days after approval and credited to your original payment method.
4. Exchange Policy
• Exchanges are available for defective or damaged items only. If your pen arrives damaged or has a manufacturing defect, please notify us within 7 days of receipt.
• To request an exchange, contact us at [customer service email/phone number]. We will arrange for a replacement pen of the same model.
• The customer will not be charged for any shipping fees related to defective or damaged item exchanges.
5. Conditions for Exchange
• Exchanges are subject to product availability. If the same model is not available, we may offer a similar item or issue a full refund.
• Pens that have been customized or altered are not eligible for exchange unless defective.
6. Damaged or Defective Items
• If your pen is damaged during shipping or has a defect, please contact us immediately. We will cover the shipping costs for the return and replacement of the defective item.
• For any issues related to defective items, the pen must be returned in its original packaging with all accessories and documentation.
7. How to Contact Us
• If you have any questions regarding refunds, returns, or exchanges, please contact our customer service team at [customer service email/phone number]. We are here to ensure you are fully satisfied with our KASA luxury pen.
Thank you for choosing KASA. We are committed to providing you with the finest luxury products and exceptional customer service.