Terms and Conditions of Sale

Last updated: 25 October 2026

These terms apply to orders placed on penbot.co.uk with Penbot Ltd (company number 16264110, registered in England and Wales), 14 Mulberry Avenue, Widnes, WA8 0WN. Email: hello@penbot.co.uk.

1. Our products

We produce handwritten letters, notes, cards and addressed envelopes. A robot writes them using real fountain pens and handwriting styles that you choose. Because the writing is done with real pens, small variations in line, spacing and ink are normal and are part of the product.

2. Prices

Prices are in pounds sterling. Penbot Ltd is not VAT registered, so no VAT is added and the price shown is the price you pay. Postage is shown separately at checkout.

3. Placing an order

• When you order, you must provide your message, recipient details and options.
• A contract is formed when we confirm your order by email.
• You are responsible for checking the spelling, names, addresses and content you give us.
• We may refuse any order that is unlawful, offensive, defamatory, infringes someone else's rights, or could be used for fraud or harassment. We will refund you in full if we do.

4. Visualiser preview

• Our visualiser shows how your order will look before you pay. Please check names, addresses and text carefully.
• We cannot be responsible for errors that were in your text or in the details you gave us.

5. Production and delivery

• Most orders are written and dispatched within 2 to 3 business days of your order.
• We post by the Royal Mail service you choose at checkout. Royal Mail's delivery times are targets, not guarantees.
• Risk passes to you (or your recipient) on delivery.
• See our Shipping Policy for details.

6. Cancellations and returns

• Our items are made to your specification and personalised. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (regulation 28(1)(b)), the 14-day right to cancel does not apply to them.
• You can cancel free of charge before we start writing your order.
• See our Returns and Refunds Policy. This does not affect your legal rights if an item is faulty or not as described.

7. Faulty or incorrect items

If we make a mistake (for example, the item doesn't match the visualiser preview you ordered, or it is damaged when it arrives), tell us within 14 days at hello@penbot.co.uk with a photo. We will rewrite and resend the item or refund you. Your rights under the Consumer Rights Act 2015 are not affected.

8. Your content

• You keep ownership of your message.
• You give us permission to reproduce it in order to fulfil your order.
• You confirm your content is lawful and that you have permission to use any recipient's personal data.
• We will not use your message or recipient details for any other purpose (see our Privacy Policy).
• We may photograph finished items for quality checks. We will only use them for marketing if we have your permission and have removed personal details.

9. Business customers

If you buy for business purposes:

• the consumer rights described above do not apply
• our total liability is limited to the price paid for the affected order
• we are not liable for indirect losses such as lost profit or lost business.

Bulk orders may have separate quotes and payment terms.

10. Liability

• Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or anything else that cannot be limited by law.
• We are not responsible for delays caused by Royal Mail or by events outside our control.

11. Gift cards and store credit

We don't currently sell gift cards or store credit.

12. Handwriting font packs

A font pack is a digital download made from handwriting you give us. You confirm the handwriting is yours, or that you have the writer's permission. We never make fonts from signatures.

You may install and use your font on your own devices for personal and business documents, printed items, crafts and engravings. You may not sell, share or give away the font files.

Your font only contains the characters we could read. Any missing characters use a standard style. How close it looks to your writing depends on the samples you give us.

Your download starts as soon as payment is confirmed. By buying, you ask us to supply it straight away and agree that you lose your 14-day right to cancel once the download has started. If the files are faulty, tell us and we will fix or refund them.

13. Accounts

Accounts are optional. Keep your sign-in details safe. You can ask us to close your account and delete your saved handwriting at any time.

14. Law

These terms are governed by the law of England and Wales. Consumers living in Scotland or Northern Ireland may also bring proceedings in their local courts.