If something isn’t right, please email greyfoxcommerce@fastmail.com with your order number. We’ll explain the next steps clearly.
Changing your mind
You can tell us you wish to cancel within **14 days after delivery**, then send the goods back within the following **14 days**. Email us a clear statement that you want to cancel; you do not need to give a reason. We’ll provide the return instructions and correct return destination. Do not send returns to an address printed on the parcel without checking with us first.
You may inspect the product as you would in a shop. We may deduct only the loss in value caused by handling beyond what is necessary to establish its nature, characteristics and function, where the law permits. Please include the supplied components and use suitable protective packaging. Original packaging is helpful but is not a condition of your statutory cancellation rights.
For a change-of-mind return, you pay the direct return postage. We do not charge a restocking fee.
Your extended Quillhex guarantee
If your order includes a **60-Day Guarantee** or **90-Day Guarantee**, you have that many days from delivery to request a change-of-mind return of an unused pen in its original condition. The applicable benefit is shown in your cart and order confirmation. Return postage is not included. We’ll provide the instructions when you contact us. These additional benefits do not replace or restrict your statutory cancellation or faulty-goods rights.
Faulty, damaged or incorrect goods
Please contact us if your item is faulty, damaged or different from what you ordered. A photo and description help us understand the problem. We’ll arrange the appropriate refund, replacement or other remedy in line with your consumer rights, including reasonable return costs where we are responsible. Purchasing Shipping Protection is not required to receive remedies you are entitled to by law.
Refunds
For a valid cancellation, we refund the original payment method within **14 days of receiving the returned goods or evidence that you sent them back, whichever is earlier**. The refund includes the original standard delivery charge, if any. Your bank or payment provider may take additional time to display the refund. Free shipping orders have no original shipping charge to refund.
Contact
Email **greyfoxcommerce@fastmail.com**. Include your order number if you have it. Nothing in this policy limits mandatory consumer rights in your country.