Not satisfied with your order? As a consumer, you have the right to withdraw from your purchase within 14 days of receiving your order, without providing any reason. During this period, you may cancel the purchase agreement and return the product to us, provided that the conditions below are met.

Return Conditions

• You have the right to withdraw from your order within 14 days of receipt without giving any reason. During this statutory cooling-off period, you may register your return and cancel the purchase agreement. Once this 14-day period has expired, the right of withdrawal ends and returns are no longer possible.
• Products may only be returned if they are unused and, where reasonably possible, in their original packaging.
• Please include the packing slip supplied with your order whenever possible.
• You may inspect and evaluate the product in the same way you would in a physical store. Any use beyond what is necessary to establish the nature, characteristics, and functioning of the product may result in a reduction of the refund amount.
• Used markers, pens, brushes, watercolor brushes, and sets cannot be returned for hygiene and quality reasons.
• Used fountain pens may be returned. However, if a fountain pen has been filled with ink or otherwise used, we may deduct €12.50 (including VAT) from the refund amount to cover cleaning, inspection, and restoration of the pen to a saleable condition.
• Products that are damaged, incomplete, or show signs of use may not qualify for a full refund.
• Products that have been modified, customized, or otherwise altered by the customer cannot be returned under the right of withdrawal.
• Special-order, custom-made, personalized, or made-to-order products are excluded from the right of withdrawal.
• Return shipping costs are the responsibility of the customer.

Refunds

After receiving and inspecting the returned products, we will process your refund as quickly as possible. Refunds will be issued no later than 14 days after we have been informed of your decision to withdraw from the purchase agreement.

Refunds will be made using the same payment method used for the original transaction, unless expressly agreed otherwise.

Diminished Value

The right of withdrawal is intended to allow you to inspect and evaluate products in the same way you would in a physical store. You may unpack and inspect the product only to the extent necessary to determine its nature, characteristics, and functioning.

If a product has been used beyond what is necessary for this evaluation, we may charge for any loss in value. The amount deducted will depend on the condition of the returned product and may be up to 100% of the purchase price if the product can no longer be sold as new.

If a product is found to be defective, this falls under our warranty policy and not under the right of withdrawal.

How Do I Return an Order?

If you wish to make use of our returns procedure, please register your return in advance using our return form. This allows us to process your return and refund as efficiently as possible.

Return Procedure

1. Register your return using the returns form.
2. Carefully pack the product, preferably in its original packaging.
3. Include the packing slip supplied with your order whenever possible.
4. Send the package to our return address.
5. Once received and inspected, we will process your return and any applicable refund.

Return Address

PenStore Customer Service
Attn. Returns
Havenstraat 2
9321 DA Peize
The Netherlands

You may also use the official statutory model withdrawal form, although this is not mandatory.

Download the form in your preferred language:

• Dutch
• English