Should you wish to return anything bought from us online, we will be happy to exchange a product provided it is in fully resalable condition. Returns should be made within a reasonable time (usually 14 days) and in original, undamaged packaging along with the invoice. If we find that the product has not been returned to us in fully resalable condition, we reserve the right to refuse the exchange. A refund of the delivery charge will be given in the instance of incorrect, damaged or faulty goods. Returns can be made through either of these options:

Complete our online form including the following details

We will email you back with further instructions and we will arrange for the courier to come to collect the product you wish to return - free of charge if the goods are incorrect, damaged or faulty.

Simply take the dispatch note and the product you wish to return or exchange to the main store and tell the sales assistant you bought it online.

Thank you for shopping with us. We hope you enjoy the experience.

Return Exclude

If you would prefer to exchange products, you can do it at any pen house outlet. If you wish to contact us please call our hotline 0777360674 any time between 10 a.m. and 6 p.m., from Sunday to Saturday, 7 days a week to assist with exchange. We will be unable to release the exchanged product until the original product has been received. However, we can reserve the product to ensure you receive the product of your choice. A delivery charge will apply unless the goods are incorrect, damaged or faulty.

 

When returning goods on which you have received a discount or special offer, that discount/offer will no longer apply. Additionally any free promotional gift issued with an order must also be returned if you are returning those goods.

 

The following goods may not be returned except pursuant to your statutory rights: personalized good or goods made to a customer's specifications, goods which, by reason of their nature, are liable to deteriorate or expire rapidly, Branded pens, periodicals, books and magazines. We are unable to offer a refund or exchange on perishable goods such as food or flowers unless they are faulty. We are also unable to offer a refund or exchange on Drawing pens for reasons nib or point condition.

 

If you wish to exchange an item you purchased from our Brands page art materials 

Within Colombo City limits and suburbs: You will need to visit the nearest Pen House outlet with the item you wish to return and we will have the replacement available for immediate exchange.

Outside Colombo and suburbs: You will need to order the item you want exchanged. Then return the original purchase to the delivery person.  Please note that you will have to bear the delivery charge in this instance. If you wish to visit one of our branches in order to make the exchange, we can arrange this so that you will not be subjected to a delivery fee. 

 

We will refund your original delivery charge when a product is faulty or damaged, but not when a product is simply unwanted.

 

If you wish to change or cancel an order, contact our online Customer Service Officer +94777360674 any time between 10am and 5.30pm, from Monday to Friday, 5 days a week. Please have the order number and date of order at hand. If your products have already been delivered, then you will need to follow our returns procedure.

Please note: The above policies are subject to change by Pen House management at any time without prior notice.

A refund of the delivery charge will be given in the instance of incorrect, damaged or faulty goods. Returns can be made through either of these options;

Returns via courier collection 

Complete our online form including: order and stock number, the reason for the return and whether you want a refund or a replacement. We will e-mail further instructions to you and arrange for the courier to collect the product you wish to return - free of charge, if the goods are incorrect, damaged or faulty.

Returns via the main Pen House store 

simply take the dispatch note and the product you wish to return or exchange to the main store and inform the sales assistant you bought it online.