Terms & Conditions

These Terms and Conditions apply to all purchases from our website. Please read them carefully before placing an order.

  • Acceptance of Your Order
  • Prices
  • Delivery Charges
  • Availability
  • Content
  • Delivery
  • Right of Cancellation
  • Guarantee
  • Liability
  • No Variation or Representation
  • Third-Party Rights
  • Governing Law and Jurisdiction
  • Refunds

Acceptance of Your Order

  • We must receive payment of the price of the products and the delivery charges before we can accept your order. We reserve the right to restrict the number of products you may order and to refuse any order. If you have provided us with your email address you will receive an email from us confirming that we have received your order.

  • This email is sent automatically and does not mean that we have accepted your order. We will notify acceptance of your order by sending an email to you stating that your order has been accepted and despatched. Otherwise, our acceptance of your order takes place upon delivery of the products. Only when we have accepted your order is a binding contract created between us.


  • Our prices are set out on our website in Pounds Sterling and are inclusive of United Kingdom-rated VAT where applicable.

  • Prices remain in force until we publish new prices on our website. Delivery charges apply and are displayed during the order process.

  • Whilst we try to ensure that all prices on our website are accurate, mistakes can sometimes occur. If we discover an error in the price of products you have ordered we will contact you as soon as possible and give you the option of either reconfirming your order at the correct price or cancel it. If we are unable to contact you we will treat the order as being cancelled. If the order is cancelled, we will refund any money that we have taken from you.


  • All orders are subject to availability of products. If products you order are not available we will notify you (where possible) and, if we have received the price and the delivery charges of the unavailable products, we will refund them to you within 30 days of your order unless you agree to a longer period.

Content, Images, Descriptions

  • We have taken reasonable care to ensure the accuracy of the content on our website, however, in accordance with the applicable laws, we disclaim all warranties (express or implied) as to the accuracy of the information contained in any of the material on our site.

  • We provide a preview of how your engraving or embossing will look on a product. This is meant as an indication and exact results may vary. Every indiviual message is different, and we use our judgement as to the exact size and positioning. If you have any specific requirements, please make sure you call us before placing your order.


  • Delivery of products within UK (stock items) will normally be made within 2-5 working days from clearance of payment. Any dates we specify for the delivery of the goods are approximate only and we shall not be liable for any losses, costs, damages, charges, or expenses caused by any delay for delivery of the goods. If we or our suppliers are temporarily out of stock, we will notify you of this position and you should allow up to 28 days for dispatch of the goods.

  • We will attempt to deliver products ordered by you to the delivery address entered at checkout (and stated on your order confirmation). If products are returned to us as undeliverable due to an incomplete/incorrect we shall refund the price of the products minus any delivery charges. We are unable to check the acuracy of delivery addresses entered by you.

  • You will not become the owner of the products until they have been delivered, at which time they will also become your risk and we will not be liable for any subsequent damage, loss or destruction to them.

  • As with all foreign imports, you are liable for any taxes and duties imposed by your local taxation authority (e.g. customs duty, excise duty and/or import VAT). It is important that you check these rates before ordering.

Right of Cancellation

  • Important: It is the senders responsibility to ensure we receive the products back. We therefore recommend you send the goods recorded delivery with a tracking number. If the parcel goes missing we will be unable to exchange or refund your order.

  • Until you have returned the products to us, you must keep them in your possession and take reasonable care of them.

  • We will credit the price of the cancelled products to you.


  • All products bought from our website are guaranteed against mechanical failure for:

  • Standard plastic Yoropens: One month.

  • All other pens are fully guaranteed for one year.

  • This guarantee specifically excludes faults caused by accident, neglect and misuse. In addition routine maintenance consumables, cosmetic damage is not covered. This guarantee does not affect your statutory rights.

  • If a product proves to be faulty within that period as a result of mechanical failure you may return it to us at:

  • Pen Heaven Returns
    Unit 1 Hawthorn Business Park
    165 Granville Road
    NW2 2AZ

  • for a refund or exchange. You must provide us with the original invoice, dispatch note or other proof of purchase.


  • If products we deliver to you are not as ordered or are damaged, defective or of incorrect quantity you should contact us within 14 days of delivery. We will replace the incorrect, damaged or defective products or make good the shortfall in quantity or, at our option, credit the price and delivery charges of those products to you.

  • If you do not receive products ordered you should notify us within 28 days of the date of your order. We will deliver the products ordered or, at our option, credit the price and delivery charges of the non-delivered products to you, or if we have not accepted your order and have been unable to contact you, we will notify you of the reason for non-acceptance

  • To the extent permitted by law, Pen Heaven accepts no liability for loss, damage or injury arising as a consequence of non delivery of goods or advice provided.

  • Nothing in these Terms and Conditions shall be construed to exclude or limit any rights you may have as a consumer to the extent that such liability and rights may not be excluded or limited under applicable statute or law.

  • As with all foreign imports, you are liable for any taxes and duties imposed by your local taxation authority (e.g. customs duty, excise duty and/or import VAT). It is important that you check these rates before ordering.


  • If any of these Terms and Conditions are unenforceable it shall not affect the enforceability of the rest of these Terms and Conditions.

No Variation or Representation

  • Nothing said by our sales personnel shall amount to a variation of these Terms and Conditions or a representation about the nature or quality of our products.

Third-Party Rights

  • We may transfer our rights under the contract, but otherwise nothing in these Terms and Conditions shall give any person who is not a party to the contract any benefit or any right to enforce any of the terms of the contract.

Governing Law and Jurisdiction

  • Your order and the formation of the contract shall be governed by and interpreted in accordance with English law.

  • The English Courts shall have jurisdiction to hear disputes between us.

Refunds & Returns

  • You may return any unopened item within 21 days of receiving it, for a full refund. We will refund your card once we have received and processed the item.

  • We will only refund postage if the return is a result of our error, or if your items has not been despatched yet. We will refund your postage up to the cost of 1st class recorded Royal Mail. If you are sending items from abroad, please call uis for a delivery quote.

  • Refunds are not available on engraved pens or on personalised leather journals.

  • If an item is faulty, you must let us know within 7 days of receipt.

The English Courts shall have jurisdiction to hear disputes between us.