NJIPENS Store Refund Policy

Effective Date: January 1, 2025
Last Updated: January 1, 2025

Our Promise to You

At NJIPENS, we stand behind every stitch, every cut, and every piece of leather that leaves our workshop at 6 Crown Street, London. For over 50 years, we’ve built our reputation on quality craftsmanship and customer satisfaction. This Store Refund Policy reflects our commitment to ensuring you’re completely satisfied with your NJIPENS leather goods.

30-Day Satisfaction Guarantee

We offer a 30-day return window from the date of delivery because we believe you should have adequate time to experience the quality and craftsmanship of your NJIPENS piece.

Why 30 Days?

Just as our leather needs time to develop its character, we understand you need time to truly appreciate your purchase. Whether it’s testing how the Navigator Briefcase fits your daily commute or seeing how the Midnight Metro Bag complements your professional wardrobe, 30 days ensures you can make an informed decision.

What Can Be Returned

Eligible Items for Full Refund

Standard Collection Items

  • Leather Bags: All bags from our classic models and new product series
  • Briefcases: Professional and business bags (UrbanCrafter, Navigator series)
  • Casual Bags: Lifestyle and everyday carry pieces
  • Accessories: Standard leather accessories and small goods

Condition Requirements

  • Unused Condition: Items must be in original, unused condition
  • Original Packaging: Include all original packaging, dust bags, and documentation
  • Tags Attached: All original tags and labels must remain attached
  • No Personalization: Items without custom monogramming or personalization

Items Eligible for Exchange Only

Minor Defects

  • Color Variations: Slight color differences from website photos
  • Minor Imperfections: Small natural leather marks that don’t affect functionality
  • Size Concerns: If the item doesn’t fit as expected (within reason)

What Cannot Be Returned

Custom and Personalized Items

  • Bespoke Orders: Items crafted to your specific measurements or design
  • Monogrammed Pieces: Any item with custom lettering, initials, or personal engraving
  • Color Customizations: Special color requests or treatments
  • Modified Designs: Any alterations to our standard designs

Used or Damaged Items

  • Signs of Wear: Items showing use, scuffs, or handling marks
  • Stains or Odors: Items with food stains, perfume, or other odors
  • Damaged Items: Items damaged by customer misuse or negligence
  • Missing Components: Items missing original accessories or packaging

Special Circumstances

  • Sale Items: Items purchased during final sale events (clearly marked)
  • Gift Cards: Digital or physical gift cards cannot be refunded
  • Shipping Costs: Original shipping charges are non-refundable unless item is defective

Our Refund Process

Step 1: Contact Our Craftsmen Team

Within 30 days of delivery, reach out to us:

Email: bravezu165@gmail.com
Phone: +86-16616610311
Business Hours: Monday-Friday, 9 AM – 9 PM GMT

Include in your message:

  • Order number
  • Reason for return
  • Photos of the item (if applicable)
  • Preferred resolution (refund, exchange, or store credit)

Step 2: Return Authorization

Once we review your request, we’ll provide:

  • Return Authorization Number (RMA)
  • Return shipping label (for defective items)
  • Return shipping address
  • Packaging instructions

Step 3: Ship Your Return

Package your item securely:

  • Use original packaging when possible
  • Include all accessories and documentation
  • Attach the return label to the outside of package
  • Keep tracking information for your records

Return Address: NJIPENS Returns Department
6 Crown Street
London WC2B 8FE
United Kingdom

Step 4: Processing Your Refund

  • Inspection: We inspect returned items within 2-3 business days
  • Approval: Eligible returns are approved immediately after inspection
  • Refund Processing: Refunds are issued within 5-10 business days
  • Notification: You’ll receive email confirmation when refund is processed

Refund Methods and Timing

Payment Method Returns

Credit/Debit Cards: 5-10 business days to appear on statement
PayPal: 3-5 business days to PayPal account
Bank Transfer: 5-7 business days depending on your bank

What’s Refunded

  • Product Price: Full purchase price of returned item
  • Original Shipping: Only if item is defective or our error
  • Return Shipping: Customer responsibility unless item is defective

What’s Not Refunded

  • Original Shipping Costs: For change-of-mind returns
  • Express Shipping Upgrades: Any expedited shipping charges
  • International Duties: Customs fees or import duties
  • Gift Wrapping: Special packaging or gift services

Exchanges and Store Credit

Exchange Options

If you’d prefer an exchange instead of a refund:

  • Size Exchange: Different size of the same item (subject to availability)
  • Color Exchange: Different color of the same model (subject to availability)
  • Product Exchange: Different product of equal or greater value

Store Credit Benefits

Choose store credit and receive:

  • Full Value: Complete purchase price as store credit
  • Extended Validity: Store credit valid for 12 months
  • No Expiration Fees: No fees for unused credit
  • Flexible Use: Can be combined with sales and promotions

Defective or Damaged Items

Our Quality Promise

If your NJIPENS item arrives defective or damaged, we’ll make it right immediately.

Expedited Process for Defects

  • Immediate Replacement: We’ll send a replacement before you return the defective item
  • Prepaid Return: We cover all return shipping costs
  • Rush Processing: Defective returns processed within 24 hours
  • Full Refund Plus: Refund includes original shipping costs

What Constitutes a Defect

  • Manufacturing Errors: Faulty stitching, hardware, or construction
  • Material Flaws: Significant leather defects that affect appearance or function
  • Shipping Damage: Damage that occurred during transit
  • Wrong Item: If we sent you the incorrect product

Holiday and Gift Returns

Extended Holiday Returns

November 15 – January 15 purchases:

  • Extended Window: 60-day return period
  • Gift Receipts: Available upon request
  • Easy Exchanges: Simplified exchange process for gift recipients

Gift-Specific Policies

  • No Receipt Required: Gift recipients can return with order confirmation
  • Store Credit Option: Gifts can be returned for store credit without original payment method
  • Discreet Packaging: Return labels won’t show original purchase price

International Returns

Global Return Policy

We accept returns from customers worldwide with some additional considerations:

International Return Process

  • Contact First: Always email us before shipping international returns
  • Customs Forms: We’ll provide proper customs documentation
  • Shipping Method: Use trackable, insured shipping method
  • Additional Time: Allow 2-4 weeks for international return processing

International Considerations

  • Return Shipping: Customer responsible for return shipping costs
  • Customs Duties: Original customs duties are non-refundable
  • Currency Exchange: Refunds processed in original purchase currency
  • Local Taxes: Local VAT or taxes may not be refundable

Warranty vs. Returns

Our Craftsmanship Warranty

Separate from returns, we offer:

  • 1-Year Warranty: Against manufacturing defects
  • Lifetime Repair: Discounted repairs for normal wear and tear
  • Quality Guarantee: If quality issues arise after 30 days, contact us

When to Use Warranty vs. Return

  • First 30 Days: Use return policy for any reason
  • After 30 Days: Use warranty for defects only
  • Normal Wear: Use repair services for aging and use

Fraud Prevention

Return Abuse Prevention

To maintain fair policies for all customers:

  • Return History: We monitor return patterns
  • Account Flags: Excessive returns may result in account review
  • Item Verification: Returned items are authenticated
  • Policy Enforcement: We reserve the right to refuse returns that violate this policy

Contact Our Customer Care Team

Questions About Returns?

NJIPENS Customer Care
6 Crown Street
London WC2B 8FE
United Kingdom

Email: bravezu165@gmail.com
Phone: +86-16616610311
Website: https://njipens-bag.com/

Hours:
Monday – Friday: 9:00 AM – 9:00 PM GMT
Saturday – Sunday: Closed

Live Chat Support

Available on our website during business hours for immediate assistance with return questions.

Policy Updates

Changes to This Policy

We may update this refund policy to improve our service or comply with regulations. Changes will be:

  • Posted Online: Updated policy published on our website
  • Email Notice: Notification sent to registered customers for significant changes
  • Effective Date: Clear indication of when changes take effect

Our Commitment

Just as we select only the finest leather and employ time-honored techniques, we’ve crafted this refund policy with the same attention to detail and commitment to excellence. Your satisfaction is not just our goal – it’s our tradition.

At NJIPENS, we don’t just make leather goods; we build relationships that last a lifetime.

Quick Reference

Return Window: 30 days from delivery
Contact: bravezu165@gmail.com or +86-16616610311
Processing Time: 5-10 business days for refunds
Condition: Unused, original packaging required
Custom Items: No returns unless defective

This Store Refund Policy was last updated on January 1, 2025, and is effective immediately.