Returns Policy

Returns

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

Extended returns for Christmas. For orders made in November and December, you may return items until 31 January.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. If the item has been used then a 10% restocking fee will apply.

Shipping fees of any kind are not refundable.

Items that are made to order to a custom size or finish are strictly non-refundable.

Additional non-returnable items:
Gift cards

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to us without first having received written permission.

There are certain situations where only partial refunds are granted (if applicable):

• Any item not in its original condition, is damaged or missing parts for reasons not due to our error
• Any item that is returned more than 30 days after delivery

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@namisu.com.

Exchanges and Warranty (if applicable)

We only replace items if they are defective or damaged. Please note that all pens (excluding used or prototype pens) come with a one year warranty and that no refunds or replacements of any kind after 365 days of the date of purchase will be made. The one year warranty only covers manufacturing defects.

Cosmetic or functional damage due to everyday usage or mishandling, for example, scratches; dents; bent or misaligned writing points or nibs; discolouration, are not covered under our warranty.

Pens sold as "prototypes" or as used items are not covered by our warranty, apart from the nib on prototype fountain pens. All other parts of the pen other than the nib are not covered under warranty.

Shipping your return

To return your product, you should contact sales@namisu.com for return instructions.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Shipping of the original order 

Reminder of our shipping terms.

Please note that orders are usually shipped same day but can take up to 48h to be dispatched. Working days only, weekends excluded.

Shipping times are averages are not guaranteed. These are generally correct but your parcel may take longer to arrive than the stated times.

Shipping fees are not refundable on late parcels.