Our Guarantees & Service Commitments
What you can expect when you work with Penstripe
We want schools to know what they can expect from us before they place an order.
For us, good service is not just about producing a planner, exercise book or learning resource. It is about making the process straightforward, supporting you through the artwork stage, producing something that is made for everyday school use and getting it to you when you need it.
We have been working with schools for more than 30 years, and those principles continue to shape the way we work today.
Our main commitments are simple:
- We support you through the artwork process.
- We guarantee our Student Planners, Pocket Planners, Teacher Planners and Personalised Exercise Books for one year under normal use.
- We offer a Planners Delivered On Time or Your Money Back guarantee, subject to agreed conditions.
- We provide clear communication and dedicated customer support.
- If something goes wrong, we want to know so that we can put it right.
A straightforward artwork process
Bespoke products should not create unnecessary work for busy school staff.
Our UK-based team supports customers throughout the process, from quotation and artwork through to production and delivery. We also provide an online artwork portal for personalised orders.
Before a personalised product is produced, the agreed artwork and specification are reviewed and approved.
That gives schools the opportunity to check important details such as:
- School branding.
- Names and contact information.
- Dates and calendars.
- Bespoke pages.
- Policies and school information.
- Other personalised content.
Our job is to make the process manageable and help you reach an approved design that is ready for production.
You can read more about our ordering, artwork approval and production process in our Delivery Information page.
Our one-year product guarantee
School planners and exercise books work hard throughout the academic year.
They are carried between lessons, placed in school bags and lockers and handled repeatedly as part of everyday school life.
We design our products with that in mind, using binding methods, covers and materials suited to regular school use.
Our one-year guarantee applies to the following Penstripe products:
- Student Planners.
- Pocket Planners.
- Teacher Planners.
- Personalised Exercise Books.
These products are guaranteed to last for one year when used normally throughout the academic year.
What does our one-year guarantee cover?
Our guarantee covers the durability of these products under normal everyday school use.
This includes the regular handling, opening, closing, carrying and general use that would reasonably be expected during an academic year.
If a covered product does not withstand normal use during the guarantee period, please contact us so that we can investigate the issue and arrange an appropriate resolution.
What isn’t covered?
Our guarantee does not cover:
- Wilful or deliberate destruction.
- Obvious damage caused by actions outside normal everyday use.
We understand that planners and exercise books experience regular wear through normal school activities. That expected use is taken into account when assessing a claim.
We will review genuine concerns fairly and explain the outcome of our assessment.
Our approach to materials, binding methods and product durability is explained further in our Quality, Standards & Accreditations page.
Our Planners Delivered On Time or Your Money Back guarantee
We know that timing matters.
A planner arriving after the agreed delivery date can create unnecessary problems for a school, particularly when the new academic year is approaching.
That is why we offer our Planners Delivered On Time or Your Money Back guarantee.
The guarantee applies to the agreed delivery date confirmed in writing, provided the required artwork approvals and payments have been completed within the agreed timescales.
What conditions apply?
For the guarantee to apply:
- Artwork must be approved within the agreed timescales.
- Payment must be made within the agreed timescales.
- The delivery date must have been agreed and confirmed in writing.
- The agreed product specifications and delivery arrangements must remain unchanged.
We will work with you throughout the ordering process to make sure deadlines are understood and the necessary approvals are completed in time.
When does the guarantee not apply?
There are circumstances beyond our reasonable control that may affect delivery.
Our on-time delivery guarantee does not apply to delays arising from such circumstances, including:
- Force majeure events or acts of God.
- Extreme weather conditions.
- Fire or flooding.
- Industrial action.
- War or pandemics.
- Significant disruption to utilities or supply chains.
We also cannot accept responsibility for delays caused by third-party carriers once products have left our manufacturing facility.
Any changes to the agreed specification or delivery arrangements may affect the guaranteed delivery date.
What happens if we miss the agreed delivery date?
Where the conditions of our Planners Delivered On Time or Your Money Back guarantee have been met and the agreed delivery date is missed for reasons within our responsibility, you can contact us to make a claim under the guarantee.
We will review the circumstances against the agreed delivery date and the applicable guarantee conditions.
Our aim is always to avoid reaching this point by keeping communication clear and identifying any potential issues before they affect delivery.
QUALITY ASSURED
Support from real people
If you have a question during the process, you can speak directly to our team.
Every customer has two dedicated points of contact: one member of our sales team and one member of our customer service team.
Both remain available throughout the order process, providing continuity from the initial discussion through to delivery.
Our sales, customer service, artwork, prepress, procurement and production teams all play a part in making sure orders progress smoothly.
We believe good communication makes a real difference, especially when schools are working towards fixed term dates and need confidence that their products will arrive as agreed.
You can find out more about the people behind Penstripe on our About page.
If something isn’t right
We work hard to get every order right, but we recognise that occasionally something may not go as expected.
If an order arrives damaged, the wrong goods are supplied or you believe a product has a defect, please contact us as soon as possible.
We will review the issue, investigate what has happened and explain the appropriate next steps.
Depending on the circumstances, this may involve checking the agreed specification, examining photographs, reviewing approved artwork or inspecting the affected products.
For further information about damaged goods, incorrect orders or returns, please see our Returns, Refunds & Cancellations page.
Any remedies will be considered in accordance with our applicable Terms & Conditions, our stated guarantees and your statutory rights.
If you have a complaint
We want customers to tell us when something has not gone as expected.
Complaints give us the opportunity to investigate an issue, explain what has happened and, where appropriate, agree a resolution.
We normally acknowledge complaints within 4 working hours and aim to investigate and respond with a proposed solution within 24 working hours.
If you are unhappy with the initial response, your complaint can be reviewed further, with the Managing Director acting as our final internal escalation point.
You can find full details of how we handle complaints on our Complaints & Resolution page
Clear information about quality and materials
We want customers to understand what they are buying.
Our product pages explain available sizes, binding styles, covers and personalisation options. Samples are also available for schools that would like to see our products before placing an order.
Across our ranges, we offer options such as secure spiral binding, ToughBind, hardback formats and protective covers, depending on the product and specification selected.
Where customers have particular requirements concerning paper, materials, durability, sustainability or product specification, our team can discuss these before an order is placed.
We believe clear, accurate product information helps schools make informed decisions and choose products that suit their requirements.
See the quality for yourself
We are happy for schools to look at our products before making a decision.
Samples allow you to examine the print, binding, materials and overall finish rather than relying only on our descriptions.
Whether you are considering Student Planners, Teacher Planners or Personalised Exercise Books, we can help you explore the available options.
If you would like to see our products before placing an order, please contact our team to request a sample.
Our commitments in one place
When you work with Penstripe, our aim is to provide:
A straightforward process
We support you from quotation and artwork through to production and delivery, helping you understand what happens at each stage.
Products guaranteed for one year
Our Student Planners, Pocket Planners, Teacher Planners and Personalised Exercise Books are guaranteed to last one year under normal school use, subject to the exclusions explained above.
On-time delivery or your money back
Our planners are covered by our published delivery guarantee where the agreed conditions have been met and the delay is within our responsibility.
Clear communication
You have dedicated sales and customer service contacts who remain available throughout the order process.
A route to resolve problems
We take complaints seriously, investigate genuine concerns and provide a clear route for escalation where necessary.
Honest product information
We aim to make clear, evidence-backed claims about quality, materials, durability and sustainability so you know what to expect.
Talk to us
If you have a question about an order, product specification, artwork, delivery date or one of our guarantees, please get in touch.
Our team will be happy to explain how our guarantees apply to your order and help you choose the right products for your school.
Telephone: 0113 231 0995
Email: info@penstripe.co.uk