Warranty Policy
First of all, we sincerely thank you for owning CONCOPENS products!
1 – Warranty policy applies to genuine high-end CONCOPENS fountain pens:
Warranty period: 12 months (calculated from the date you receive the product)
Manufacturer’s warranty conditions: Natural cracks due to weather conditions, without external force impact from falling, collisions, exposure to chemicals, high temperatures.
User-caused warranty conditions: User-caused issues, restoration, replacement, repair of components will incur costs and be notified to the customer before implementation.
Components such as nibs and cartridges will be handled separately, without changing the shell of the pen.
2 – Product exchange within the first 7 days from receiving the product:
Product exchange conditions: The original product must remain intact as when CONCOPENS sent it, without scratches, external force impact, product deformation.
Any exchange arising from customer preferences will incur additional shipping costs and any associated fees.
For exchanging to other pen models within the first 7 days, only the price difference will be charged. After 7 days, there will be depreciation costs depending on the actual product condition, which will be informed to the customer in advance.
3 – CONCOPENS Commitment:
Before being delivered to you, all products have undergone strict quality checks to ensure your rights and benefits.
For customers living far away, product images will be sent before shipment to facilitate comparison with the received product.
4 – Customer-Initiated Refund Requests
Customers may request a refund before their order has been packaged and handed over to the international shipping carrier.
In such cases, ConCoPens will refund the actual amount received by ConCoPens for the order, after deducting any transaction or platform fees charged by PayPal that are non-refundable to ConCoPens.
Once an order has been packaged and handed over to the international shipping carrier, refunds due to customer-initiated order cancellations will no longer be accepted.
4.1 – Out-of-Stock Items
If an order cannot be fulfilled because the purchased product is out of stock or due to any reason attributable to ConCoPens, ConCoPens will provide a 100% refund of the total amount paid by the customer.
The refund will be issued through the customer’s original payment method. The time required for the refunded amount to appear in the customer’s account may vary depending on PayPal, the customer’s bank, or the relevant payment service provider.
4.2 – Refund Processing Time
Once a refund request has been approved, ConCoPens will process the refund as soon as reasonably possible.
The time required for the refunded amount to be credited to the customer’s account may vary depending on PayPal, the customer’s bank, or the card-issuing institution.
Thank you for purchasing CONCO PENS CO., LTD fountain pens. We maintain the traditional craftsmanship spirit, striving to create products that carry the traditional values of Vietnam.
