Terms & Returns

The Pen House, a small business based in the UK at:

You can contact us any time at hello@thepenhouse.co.uk.

When you place an order and pay, you are making an offer to buy. Your order is accepted and a contract is formed when we send you an order confirmation email. If we cannot fulfil your order for any reason, we will let you know and refund you in full.

Prices are shown in pounds sterling (GBP) and include VAT where applicable. The price you pay is the price shown at checkout, plus delivery. Payment is taken securely at the time of ordering by Stripe; we never see or store your card details.

Each Pen House is 3D printed to order in the colour you choose. We aim to print and dispatch your order within 3–5 working days. If anything is likely to take longer, we will let you know.

We currently deliver to addresses in the United Kingdom only. UK delivery costs £3.65 and typically arrives within 2–5 working days after dispatch. Delivery times are estimates and not guaranteed.

Digital products (such as our printable PDF swatch sheet) are delivered by email, attached to your order confirmation, immediately after payment. By purchasing a digital product you consent to immediate delivery and acknowledge that, once delivered, you lose the statutory 14-day right to cancel. Digital purchases are for your personal use — please don’t share or resell the files. If a file is faulty or doesn’t arrive, email us and we will re-send it or refund you.

Custom colours must be agreed with us by email before you order, as confirmed by the tick-box at checkout. If a custom colour order is placed without prior agreement and we cannot source the colour, we will cancel the order and refund you in full.

Mystery Pen Houses are sold at a reduced price on the clear understanding that the colour is completely random and the item may have a minor cosmetic imperfection, as described on the product page. Cosmetic quirks of that kind are not faults for these items. Every mystery item is still fully functional — if one arrives broken, damaged or not working, your full rights under “If something is wrong with your order” below apply as normal. The colour you receive not being to your taste is not a fault, but the change-of-mind policy below still applies.

If your order arrives damaged, faulty, or not as described, please email us at hello@thepenhouse.co.uk within 30 days of receiving it — a photo helps us sort it quickly. You are entitled to a replacement or a full refund, including any delivery cost, and we will cover the cost of returning a faulty item. This is in addition to your rights under the Consumer Rights Act 2015.

Because every Pen House is printed to order, we are not normally required to accept returns simply for a change of mind. However, we want you to be happy: if you have changed your mind, email us within 30 days of receiving your order and we will accept it back for a refund provided it is returned unused and in its original condition. You arrange and pay for the return postage, and we recommend using a tracked service as the item is your responsibility until it reaches us. Once we have received and checked the item, we will refund the price you paid for it.

Refunds are made to your original payment method, normally within 14 days of us receiving the returned item (or, for a faulty item, within 14 days of agreeing the refund). It can take a few extra days for your bank to show the money.

Nothing in these terms affects your legal rights as a consumer, including your rights under the Consumer Rights Act 2015 in respect of goods that are faulty or not as described. For free, impartial advice you can contact Citizens Advice.

These terms are governed by the law of England and Wales, and any disputes will be subject to the courts of England and Wales.