Refund and Returns Policy

Effective Date: January 2025

At SIMEICHU, we stand behind the quality of our handcrafted wooden fountain pens. We want you to be completely satisfied with your XiaoZhuo pen purchase.

Return Timeframes

7-Day No-Questions-Asked Returns

  • Eligibility: Any reason, no questions asked
  • Condition: Pen must be in original condition and resaleable state
  • Shipping: Return shipping costs are the responsibility of the customer
  • Process: Contact us within 7 days of delivery to initiate return

30-Day Quality Guarantee

  • Eligibility: Manufacturing defects, cracking, or quality issues
  • Coverage: Full refund or replacement at your choice
  • Shipping: We cover return shipping for quality issues
  • Process: Contact customer service with photos of the issue

Return Conditions

Acceptable Returns

  • Pen in original condition with all components
  • Original packaging (when possible)
  • No significant signs of use or damage
  • All accessories included (cartridge, documentation)

Non-Returnable Items

  • Pens with customer-caused damage
  • Pens with excessive wear from normal use
  • Custom or personalized pens (unless defective)
  • Returns initiated after the specified timeframes

Refund Process

Timeline

  • Inspection: 2-3 business days after we receive your return
  • Refund Processing: 5-10 business days to original payment method
  • Bank Processing: Additional 3-5 business days (varies by institution)

Refund Methods

  • Original payment method (credit card, PayPal, etc.)
  • Store credit available upon request
  • Refunds processed in original currency when possible

Refund Amounts

  • 7-day returns: Full purchase price minus return shipping
  • Quality issues: Full purchase price including original shipping
  • Partial refunds: May apply for items not in original condition

Exchanges

Like-for-Like Exchanges

  • Available for different wood types (subject to price differences)
  • Manufacturing defects replaced at no charge
  • Customer preference changes subject to return shipping costs

Process

  1. Contact customer service to arrange exchange
  2. Send original pen with return authorization
  3. New pen ships upon receipt and inspection

International Returns

Shipping Considerations

  • Return shipping costs vary by location
  • Customers responsible for customs duties on returns
  • We recommend using trackable shipping methods
  • Processing may take additional time for international returns

Documentation Required

  • Return authorization number
  • Original order confirmation
  • Customs declaration (for international returns)

Quality Issues

What We Cover

  • Wood cracking: Natural defects in wood materials
  • Mechanism failure: Cap, nib, or feed issues
  • Finish defects: Scratches or imperfections in coating
  • Performance issues: Ink flow or writing problems

What We Don’t Cover

  • Normal wear and tear from regular use
  • Damage from misuse or accidents
  • Damage from extreme temperature or humidity
  • Issues from using incompatible inks

How to Initiate a Return

Step 1: Contact Us

Email: [[email protected]]
Include:

  • Order number
  • Reason for return
  • Photos (if quality issue)

Step 2: Receive Authorization

  • We’ll provide a return authorization number
  • Instructions for packaging and shipping
  • Return address details

Step 3: Ship Your Return

  • Use provided return authorization number
  • Pack securely to prevent damage
  • Use trackable shipping when possible

Long-Term Support

Beyond Warranty Period

  • Paid repair services available for older pens
  • Replacement parts when available
  • Technical support for maintenance questions
  • Restoration services for cherished pens

Contact for Support

For any issues beyond our standard return period, we’re here to help. Contact our customer service team to discuss repair options and costs.

Contact Information

Customer Service Hours: Monday – Friday, 9 AM – 5 PM (EST)
Email: [[email protected]]
Response Time: Within 24 hours on business days

Mailing Address for Returns:
SIMEICHU Returns Department
[Your Return Address]
[City, State, ZIP]
[Country]

Policy Updates

This policy may be updated periodically to reflect changes in our practices or legal requirements. Updates will be posted on our website with the new effective date.

Summary

Quick Reference:

  • ✅ 7 days: No-questions-asked returns (customer pays return shipping)
  • ✅ 30 days: Quality guarantee coverage (we pay return shipping)
  • ✅ Lifetime: Paid repair and support services available
  • ✅ Worldwide: International returns accepted
  • ✅ Quality first: We stand behind our craftsmanship

At SIMEICHU, your satisfaction is our priority. Every XiaoZhuo pen is individually crafted and tested to ensure it meets our exacting standards.mple page.