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Refund Policy

Last Updated: 25th November 2025

 

Thank you for shopping with JensPensAndMore. Because our products are handmade and often customized, please read our Refund & Return Policy carefully before making a purchase.

 

 

1. Custom & Personalized Items (No Returns or Refunds)

 

Most of our products are handmade, custom, or personalized, including:

 

  • Rhinestone pens

  • Glitter pens

  • Custom prints

  • Personalized tables

  • Items made to order

 

Because these products are created specifically for you, we do not accept returns or offer refunds for:

 

  • Change of mind

  • Incorrect color/design choices made by the customer

  • Ordering the wrong item

  • Personalized items you no longer want

 

 

2. Returns for Non-Customized Items

 

Only non-customized items may be eligible for a return.

To qualify:

 

  • The item must be unused, in its original condition, and in original packaging.

  • You must contact us within 7 days of delivery.

  • You are responsible for return shipping costs.

 

We reserve the right to refuse a return if the item shows signs of use or damage.

 

 

3. Damaged or Defective Items

 

If your order arrives damaged, incorrect, or defective, please contact us within 48 hours of delivery.

 

To process a replacement or refund, we require:

 

  • Clear photos of the damaged item

  • Photos of the shipping box and packaging

  • Your order number and name

 

We will review the claim and offer one of the following:

 

  • A replacement

  • A partial refund

  • A full refund (in rare cases)

 

We cannot process claims submitted after 48 hours.

 

 

4. Lost or Missing Packages

 

If your package is marked “Delivered” by the carrier but you cannot find it:

 

  • Please check with neighbors, family members, or your local post office.

  • We are not responsible for packages lost or stolen after delivery.

 

If the package is lost during transit, we will assist you in filing a claim with the carrier.

 

 

5. Wrong Shipping Address

 

Customers are responsible for entering the correct shipping address at checkout.

 

  • If an order is returned due to an incorrect or incomplete address, you will be responsible for reshipment fees.

  • Refunds are not provided for items shipped to an incorrect address submitted by the customer.

 

 

6. Cancellations

 

Orders may be canceled within 12 hours of purchase if production has not started.

Custom or personalized items cannot be canceled once work has begun.

 

 

7. Refund Processing Time

 

If approved, refunds will be issued to your original payment method.

 

  • Processing time: 3–7 business days

  • Your bank or payment provider may require additional time to post the transaction.

 

 

8. Contact Us

 

For questions about your order or to request assistance, please contact us at:

​

📧 info@jenspensandmore.com

 

We’re here to help and want every customer to enjoy a great experience.

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