Refund policy
Return, Refund & Order Accuracy Policy
Our Simple Rule
We make engraved products to order, and once an item has been engraved, it generally cannot be restocked or reasonably resold.
Because of that, we do not accept returns or exchanges for change-of-mind purchases, incorrectly submitted personalization, or other customer ordering errors.
However, if we make a mistake, send the wrong product, or there is a defect or damage with your order, we will make it right.
Personalized and Engraved Products
Our pencils and other engraved products are produced specifically for each order. Once engraving or production has begun, the product is considered final sale except where required by applicable law.
If the finished product matches the personalization, wording, color, icon, quantity, and other selections submitted with your order, the order is considered correctly produced.
Please Review Your Personalization Carefully
Please double-check all personalization before submitting your order, including names, spelling, dates, punctuation, capitalization, colors, icons, quantities, and other selections.
To reduce transcription errors, we copy and paste customer-provided personalization directly from the order into our production software whenever possible.
We do not routinely correct spelling, grammar, names, dates, punctuation, or wording because we do not want to guess what a customer intended.
If the finished item matches the information submitted with the order, an error in the originally submitted personalization is not considered a production error and does not qualify for a free replacement or refund.
If we incorrectly reproduce the information submitted with your order, that is our mistake, and we will correct it.
Design and Layout Adjustments
Personalized text varies greatly in length and content. We may make minor adjustments to font size, spacing, alignment, line breaks, icon positioning, or other layout details when necessary to produce a clean and readable engraving.
Unless a listing specifically states otherwise, a digital proof is not provided before production.
If a personalization request contains an unsupported character, icon, symbol, or other element that cannot reasonably be produced as submitted, we may contact you for clarification before proceeding.
Pencil Colors and Natural Variations
We do our best to photograph and represent pencil colors as accurately as possible. However, colors may appear somewhat different depending on your computer monitor, phone or tablet screen, display settings, lighting conditions, and other factors.
Small differences may also occur between manufacturing batches. The physical pencil color may therefore vary slightly from what you see on your screen.
Natural wood pencils can also vary in grain, tone, texture, and appearance. These natural differences can affect the appearance and darkness of laser engraving.
Normal variations in color, wood grain, finish, or engraving appearance are not considered defects.
If we send a different pencil color than the color actually selected on your order, please contact us. That is our mistake, and we will make it right.
Mistakes Made by Simply Pencils
If we make an engraving or production error, send the wrong item, or your order arrives defective or damaged, please contact us at hello@simplypencils.com as soon as possible.
Please include your order number and, when helpful, photographs showing the problem.
If the mistake was ours, we will make it right.
When a replacement can correct the problem, we will produce and ship the corrected item or order as quickly as reasonably possible at no additional cost to you.
In most cases, we will not ask you to return incorrectly engraved pencils. Instead, whenever possible, we ask that you find a worthy school, teacher, nonprofit organization, community group, or other organization that can put the pencils to good use.
We would much rather see perfectly usable pencils help someone than have them shipped back to us only to be discarded.
Damaged Orders
Please inspect your order after delivery and contact us promptly if an item arrives damaged.
Depending on the situation, we may request photographs of the product and packaging so we can determine what happened and arrange an appropriate replacement or other resolution.
Order Changes and Cancellations
We process orders quickly, and production may begin shortly after an order is placed.
If you notice an error or need to change your personalization, color, quantity, shipping information, or another order detail, contact us immediately at hello@simplypencils.com.
We will gladly make changes when possible, but we cannot guarantee that changes or cancellations can be made once an order has been submitted.
Once engraving or production has begun, the order cannot normally be changed or cancelled.
Customer-Provided Shipping Information
Customers are responsible for providing a complete and accurate shipping address when placing an order.
If you discover an address error, contact us as quickly as possible. We will update the address if the order has not yet shipped.
Once an order has been transferred to the carrier, we cannot guarantee that an address can be changed or redirected.
Additional shipping charges caused by an incorrect or incomplete customer-provided address may be the customer's responsibility.
Lost or Delayed Packages
Carrier delays are outside our direct control, but we will assist when an order appears to be lost or unusually delayed.
Please contact us at hello@simplypencils.com with your order information so we can review the tracking information and help determine the appropriate next step.
Exchanges
Because engraved products cannot ordinarily be restocked or resold, we do not offer exchanges for change of mind, incorrectly selected colors, or customer-provided personalization errors.
If we made an error with your order, we will correct it through an appropriate replacement, refund, or other resolution.
Sale Items and Gift Cards
Purchasing an item during a sale or promotion does not change this policy.
Engraved and personalized products remain final sale for the reasons described above.
Gift cards are non-refundable except where required by law.
Refunds
When a refund is appropriate and approved, it will be issued to the original payment method whenever possible.
After we issue a refund, processing times are determined by the customer's bank, credit card company, or payment provider and may take several business days to appear.
European Union and Other Statutory Consumer Rights
Customers in some countries or regions may have consumer rights that cannot be waived by a store policy.
For customers in the European Union, the standard right of withdrawal generally does not apply to goods made to the customer's specifications or clearly personalized, where the applicable personalized-goods exception applies.
Some non-personalized products may still carry statutory cancellation or return rights under applicable consumer law.
Nothing in this policy is intended to limit rights that a customer is legally entitled to under applicable consumer-protection law.
Questions
If you have any questions about an order, personalization, return, replacement, or refund, please contact us at:
Simply Pencils
Operated by Creations 101, Inc.
hello@simplypencils.com
