Return & Refund Policy
Kindly notify us of any issues within 3 days from the date of delivery by sending an email to mktg@pilotpen.com.sg or filling out the contact us form to report missing or damaged items.
If necessary, we will collect the damaged items for further investigation. Our Customer Service Officers will aim to respond within 48 hours during working hours.
We do not accept returns in the following cases:
- Change of mind after purchase (e.g., customer no longer wants the item)
- Damaged items over 3 days from receiving item
- If items are open/used or damaged by your negligence
- Returned the item without prior contact
- Items not purchased directly from our official website (e.g., third party sellers or retailers)
- Customised or personalised items, such as engraved or imprinted pens, unless defective
- Incorrect orders placed by the customer (e.g., wrong colour selected during checkout)
Returns Process:
Returns should be sent via registered mail or a courier service which allows tracking, as we will not be liable for any lost mail. The return postage fees will be at your own cost. Please keep the tracking ID for future reference, in the event that there is a need to check on the status of your return parcel.
We will process your return within 7 business days upon receiving and checking that the item received meets all qualifying conditions.
Once you have fulfilled the qualifying conditions above, please mail your return item along with the return checklist in a secured package to:
21/23 Tampines Industrial Avenue 5,
T5@Tampines, Singapore 528620
Cancellation Process:
Please ensure that your cancellation request reaches us at least 24 hours before the scheduled delivery date. Once the cancellation is confirmed, the refund will be credited to the same method you used for payment (e.g., PayNow orders will be refund through PayNow). However, each cancellation is subjected base on case-to-case basis.
- Important: Cancellations cannot be processed once the order has been dispatched or dropped off at the post office.