Refund policy

Returns

We hope you and your little ones are delighted with your order. If not, we're here to put it right.

You may return most new and unused items within 28 days of receipt for a full refund or exchange. To be eligible, your item must be:

• Unused, complete and in its original packaging;
• Accompanied by proof of purchase (your order confirmation or receipt).

Returned goods remain your responsibility until they reach us, so we recommend using a tracked postal service and keeping your proof of postage.

Your statutory right to cancel

Separately from our 28-day returns policy, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have the right to cancel your order for any reason within 14 days of receiving it, and a further 14 days to return the goods to us. Where you exercise this right we will refund the price of the goods and the standard outbound delivery charge. Return postage is at your cost unless the goods are faulty or incorrect.

Faulty, damaged or incomplete items

If an item arrives damaged, is faulty, or a component is missing from a kit, please email manuscript@manuscriptpen.com with your order number and a photograph where possible. We will arrange a replacement, replacement part or refund at no cost to you. This does not affect your statutory rights under the Consumer Rights Act 2015.

What we can't accept back

• Items that have been used, opened, assembled or written in, unless faulty;
• Items returned without their original packaging, where that packaging carries required safety information.

Refunds

Refunds are processed to your original payment method within 5-10 working days of us receiving and inspecting the return. Your bank may take a little longer to show the credit.

How to return an item

Please email manuscript@manuscriptpen.com before sending anything back, so we can advise you and look out for your parcel. Include a note in the parcel with your order number, your name and the reason for return, and send it to:

Lionheart England Returns
c/o Manuscript Pen Company Ltd
New Road
Highley, Bridgnorth
Shropshire WV16 6NN
United Kingdom