Returns and Refunds Policy

Last updated: 25 October 2026

Personalised items

Every PenBot letter, card and envelope is handwritten to your instructions. Under the Consumer Contracts Regulations 2013, made-to-order personalised goods are exempt from the 14-day cancellation right. We cannot accept returns or give refunds because you change your mind once production has started.

Font packs (digital downloads)

Font packs download as soon as payment is confirmed, so the 14-day right to cancel ends when the download starts. If a file doesn't work, email hello@penbot.co.uk with your order number and we will fix it or refund you.

Before production

You can cancel for a full refund at any time before we start writing your order. Email hello@penbot.co.uk with your order number.

If something is wrong

If your item is faulty, damaged in the post, doesn't match the visualiser preview you ordered, or never arrives:

1. Email hello@penbot.co.uk within 14 days of the expected delivery date, with your order number and a photo if possible.

2. We will rewrite and resend it free of charge or give you a full refund, whichever you prefer.

You don't need to post faulty items back unless we ask. If we do, we will pay the return postage.

Errors in your text

We write exactly what you saw on the visualiser when you ordered. If the mistake was in the text, names or addresses you gave us, we can rewrite the item at the normal price.

Lost post

• Royal Mail 1st and 2nd Class are untracked. If an item hasn't arrived within 10 working days, tell us and we will resend it or refund you.

How refunds are paid

Refunds go back to your original payment method within 14 days of being agreed.

Your statutory rights under the Consumer Rights Act 2015 are not affected.