Returns & refunds.
Sometimes things don’t go to plan. Whether you’ve changed your mind, spotted a mistake or received something that isn’t quite right, we’re here to help make things straightforward.
30-Day Returns
Changed your mind? We offer 30-day returns on eligible non-personalised products.
Made Just for You
Personalised products have different return conditions because they’re made especially for you.
Something Wrong?
If your order is faulty, damaged or incorrect, we’ll help put things right.
Our returns policy, explained.
We’ve kept things simple, so you know exactly where you stand when ordering from MostlyPens.
Returns on non-personalised products
Ordered a pen without personalisation and changed your mind? No problem.
We offer a 30-day change-of-mind returns policy on eligible non-personalised products, including our standard designs and No Name options.
Your first 14 days
Under UK consumer law, you can cancel an eligible online purchase from the time you order until 14 days after receiving it, without giving a reason.
Once you’ve told us you want to cancel, you have a further 14 days to send the product back.
You’re welcome to inspect the item as you would in a shop. We may make a deduction if unnecessary handling reduces its value.
Our extended 30-day policy
We also accept change-of-mind return requests made within 30 days of delivery for eligible non-personalised items.
For requests made after the statutory 14-day cancellation period, the item must be unused, in a saleable condition and returned with its original packaging where reasonably possible. Please send it back within 14 days of contacting us.
These additional conditions do not restrict your statutory cancellation rights during the first 14 days.
Returns on personalised products
Our personalised pens and gifts are created specifically for you, using the details you provide when ordering.
Because of this, clearly personalised products, including pens printed with your chosen name or custom text, are not eligible for change-of-mind returns.
This includes products personalised for gifts and special occasions.
Please double-check your details
We print your personalisation using the information submitted with your order. Please check names, spellings and any other details carefully before completing checkout.
If you notice a mistake after ordering, email us as soon as possible. We may be able to make changes before production begins, but this cannot be guaranteed.
Important: Personalised products are still covered by your statutory rights. If your item is faulty, not as described or we’ve made an error with your personalisation, we’ll help resolve the problem.
Faulty, damaged or incorrect orders
We want every order to arrive exactly as it should. If something has gone wrong, please get in touch.
This includes:
- A pen arriving damaged or faulty.
- An item that doesn’t match its description.
- Incorrect personalisation caused by a mistake on our part.
- Receiving the wrong product.
- Missing items from your order.
Please email hello@mostlypens.co.uk with your order number, details of the problem and, if possible, a photograph.
Under the Consumer Rights Act 2015, you generally have the right to reject faulty or misdescribed goods within 30 days for a refund. Further rights to a repair, replacement or refund may apply after that period.
Where a return is required because an item is faulty or we’ve made a mistake, we’ll arrange or cover reasonable return postage costs.
How to return an item
Returning an eligible item is straightforward.
- Get in touch
Email hello@mostlypens.co.uk with your order number and let us know which item you’d like to return. You can also use this email to exercise your statutory cancellation rights.
- Receive return instructions
We’ll provide the relevant postal returns address and any instructions needed. You do not need our approval to exercise a statutory right to cancel.
- Pack your item carefully
Please use suitable protective packaging to avoid damage in transit. We recommend obtaining proof of postage.
- We’ll process your return
Once your return has been received, or you’ve supplied proof of returning it where applicable, we’ll arrange the appropriate refund.
Please note: MostlyPens is a home-based, online-only business. We cannot accept visitors, customer collections or in-person returns. Returns must be arranged by post.
Refunds and return postage
Who pays for return postage?
If you’re returning an eligible item because you’ve changed your mind, you’re responsible for the direct cost of posting it back to us.
If a product is faulty, damaged or incorrect due to an error on our part, we’ll cover reasonable return postage costs or provide an appropriate return arrangement.
When will I receive my refund?
For statutory cancellations, we’ll issue your refund without undue delay and no later than 14 days after receiving the returned item or receiving evidence that you’ve sent it back, whichever is earlier.
Approved returns under our extended policy will normally be refunded within 14 days of receiving the returned item.
Refunds are normally made to your original payment method. Your payment provider may take additional time to display the money in your account.
What about delivery charges?
We currently offer free standard UK delivery. If you’ve paid extra for an upgraded delivery service, only the equivalent standard delivery charge is refundable for a statutory change-of-mind cancellation.
Sale items, offers and gifts
Sale items: Products bought during a sale have the same statutory consumer rights as full-price products.
Promotional offers: Where products were purchased under a promotion, such as 3 for 2, change-of-mind refunds reflect the price paid and applicable offer conditions. Your statutory rights remain unaffected.
Gift purchases: If you’re returning a product purchased as a gift, refunds will normally be issued to the original purchaser using their original payment method.
Optional cancellation form
You don’t have to use a special form to cancel an eligible order. A clear email telling us you wish to cancel is enough.
If you’d prefer to use a template, you can copy the details below into an email.
To: MostlyPens, a trading name of MANN ONLINE LTD
Email: hello@mostlypens.co.uk
I hereby give notice that I wish to cancel my contract for the following goods:
Product(s):
Order number:
Date ordered:
Date received:
Customer name:
Customer postal address:
Date of cancellation:
Our registered business address is also available on our Contact Us page. You may cancel by email without using this template.
Still have a question?
If there’s anything you’re unsure about, drop us an email and we’ll do our best to help.