Refund policy

Refund Eligibility

At Quill & Kumo, we stand behind the quality of our writing instruments and accessories. To be eligible for a refund, your item must be:

• Unused and in its original condition
• In the original packaging with all tags attached
• Returned within 30 days of delivery

Certain products are exempt from returns, including personalized/customized items and fountain pens with installed ink cartridges.

How to Initiate a Return

1. Contact our customer service at [email protected] to obtain a Return Authorization Number
2. Securely package the item using the original packaging
3. Include the completed return form (provided with your order)
4. Ship to our returns center at the address provided in your return authorization email

Refund Processing

Once your return is received and inspected (typically within 5 business days), we will notify you of the approval status. Approved refunds will be processed to your original payment method within 10 business days.

Please note:

• Shipping costs are non-refundable
• Return shipping is the customer's responsibility unless the return is due to our error
• International returns may be subject to customs fees which are non-refundable

Damaged or Defective Items

If you receive a damaged or defective product, please contact us immediately at [email protected] with photos of the damage. We will arrange for a replacement or refund at no additional cost to you.

For fountain pens with nib issues, we may request you send the pen to our nib specialist for evaluation before processing a replacement.

Late or Missing Refunds

If you haven't received your refund within the stated timeframe:

1. Check your bank account again (some processing times vary by institution)
2. Contact your credit card company as authorization can take time to post
3. If you've completed these steps and still haven't received your refund, contact us at [email protected]

Exchanges

We currently only replace items if they are defective or damaged. If you need to exchange for a different product, please return the original item for a refund and place a new order.

Contact Us

For any questions regarding our refund policy, please contact our customer service team: