Returns, Refunds & Cancellations
If something isn’t right, we’re here to help
We want you to be happy with the products you order from Penstripe.
Many of the products we supply are created specifically for individual schools, colleges and academy trusts, so the options available for returns and cancellations can depend on whether you have ordered a standard product or something that has been made or personalised specifically for you.
This page gives you a straightforward guide to what happens if you need to cancel an order, report a damaged or incorrect delivery, or raise an issue with a product.
Our full contractual terms are set out in our Terms & Conditions.
Personalised and bespoke products
Many Penstripe products are made specifically for the school or organisation ordering them.
This includes products manufactured to an agreed specification or incorporating approved artwork, such as personalised student planners, teacher planners, exercise books and other bespoke printed products.
Our Terms & Conditions refer to these as Special Orders.
Because these products have been manufactured specifically for an individual customer, they cannot normally be cancelled once the order has been agreed.
If a Special Order is cancelled, our existing Terms & Conditions provide that the full price may still be payable, less any applicable delivery charges, unless we have agreed something different with you in writing.
If you think you need to change or cancel a bespoke order, please contact us as soon as possible. The earlier you speak to us, the more opportunity we may have to discuss what can reasonably be done before production progresses.
Changes before production
For personalised products, artwork and specifications form an important part of your order.
Where we make amendments to artwork, we provide a final proof for approval. Customers are responsible for checking the information supplied and approving the final proof within the timeframe set out in our Terms & Conditions.
We therefore recommend checking names, dates, contact information, school details, branding, quantities and other personalised content carefully before giving final approval.
If you notice something that needs changing, contact us immediately.
Once artwork has been approved and production has started, it may not be possible to make further changes without additional costs or, depending on the stage of production, at all.
Cancelling standard products
Products that have not been specially manufactured or personalised are treated differently from Special Orders.
Our current Terms & Conditions state that cancellation is subject to our agreement. Where we agree to a cancellation, there may be a reasonable charge to cover work already undertaken and, where relevant, the extent to which the goods can be resold.
If you wish to cancel an order, contact us as soon as possible and quote your order details.
We will check the status of the order and explain what options are available.
If your order arrives damaged
We ask customers to inspect their order when it arrives wherever reasonably possible.
If goods arrive damaged, please contact us in writing within seven working days of delivery.
To help us investigate and resolve the issue, please provide:
- Your school or organisation name
- Your order or invoice number
- Details of the affected products and quantities
- A description of the damage
- Photographs of the damaged products and packaging
Photographic evidence helps our team assess the damage and determine the appropriate next steps.
Once we have reviewed the issue, the remedy available under our existing Terms & Conditions may include replacement of the affected goods or a credit note.
Please do not dispose of damaged goods until we have confirmed what we need you to do with them.
If you receive the wrong products
If we have supplied the wrong goods, please let us know in writing within seven working days of delivery.
Tell us what you received, what you were expecting and the quantities affected. Where relevant, please include photographs to help us identify the incorrect products.
Once we have reviewed the order, we can arrange the appropriate next step. Under our existing Terms & Conditions, this may be replacement of the affected goods or the issue of a credit note.
Telephone: 0113 231 0995
Email: info@penstripe.co.uk
What if there is a problem with the quality of the product?
Our Terms & Conditions state that goods should materially conform to their agreed description, quality and specification and be free from defects in workmanship, construction or materials at the time of delivery.
If you discover a problem that you believe is a manufacturing or product defect, please tell us in writing within seven days of discovering the issue, in accordance with our Terms & Conditions.
Please provide details of the affected products and photographs showing the problem so our team can assess the issue.
We may also need to inspect the affected goods before deciding how the matter should be resolved.
Where a valid product issue is established, our existing Terms & Conditions provide for the affected goods to be replaced or for a credit note to be issued, depending on the circumstances.
The warranty does not cover normal wear and tear, damage caused by misuse or mishandling, or alterations made after delivery.
Returns
Please contact us before sending anything back.
Because much of our range is manufactured or personalised specifically for individual customers, products should not simply be returned to us without prior agreement.
Where a return is appropriate, our team will confirm what needs to be returned and provide instructions for arranging the return.
Our returns address is:
Penstripe
Adwalton House
Bruntcliffe Avenue
Morley
Leeds
LS27 0LL
There is no requirement to obtain a separate returns reference or RMA number. However, please contact our team before returning goods so we can confirm the appropriate arrangements.
For a product being returned because of an alleged defect, our Terms & Conditions state that we must be given a reasonable opportunity to examine the goods.
Please do not send products back without first discussing the return with our team.
Refunds and credit notes
The way an issue is resolved depends on the circumstances of the order.
For business customers, our existing Terms & Conditions primarily provide for replacement or a credit note where qualifying goods are wrong, damaged or defective.
Where a monetary refund is appropriate and has been agreed with the customer, Penstripe will process the refund within five working days of the refund being agreed.
Our team will confirm the agreed resolution and any relevant arrangements directly with you.
Refunds are assessed according to the circumstances of the order and the applicable Terms & Conditions. A monetary refund is not automatically available for every cancellation, return or product issue.
Bespoke products and approved artwork
With a personalised order, your approval matters.
Once the final artwork has been approved, we produce the product based on that agreed artwork and specification.
For that reason, an error contained in artwork that has been supplied or approved by the customer is different from a production error where the finished goods do not match the approved specification.
If you believe the product you received differs from the final artwork or specification you approved, contact us and we will investigate it.
How to report a problem
The quickest way to help us investigate an order issue is to provide:
- Your school or organisation name
- Your order or invoice number
- The product affected
- The quantity affected
- A brief explanation of the problem
- Photographs of the affected goods and, where relevant, their packaging
Please report damaged, missing or incorrect deliveries within seven working days of delivery. If you discover a manufacturing or product defect, please notify us within the period specified in our Terms & Conditions.
You can contact us at:
Penstripe
Adwalton House
Bruntcliffe Avenue
Morley
Leeds
LS27 0LL
Telephone: 0113 231 0995
Email: info@penstripe.co.uk
We will review the information and explain the next step.
A note about our Terms & Conditions
This page is intended to make our usual returns, cancellation and product-issue process easier to understand.
It does not replace our Terms & Conditions. Where there is any difference between this guidance and the contractual terms applying to an order, the relevant Terms & Conditions and any terms specifically agreed with the customer will apply.
Our existing Terms & Conditions are primarily written for business-to-business transactions and state that they do not affect any statutory rights that may apply to consumers.