Customer Care
Refund Policy
Everything you need to know about our refund process
Dear valued customer, at Qalam Nigar we take great pride in the quality and craftsmanship of every pen we make. We want you to be completely satisfied with your purchase. Please read through our refund policy carefully before placing your order.
Our General Refund Policy
As all our pens are handcrafted and made to order, we generally do not offer refunds once an order has been placed and production has begun. We kindly ask you to review your order details carefully before confirming.
Non-Refundable Orders
Refunds will not be applicable in the following situations:
— The pen has been personalized, engraved, or customized as per your request
— The order has already been dispatched or delivered
— The complaint is raised after the delivery has been accepted without any issue reported
— Minor variations in color, texture, or finish due to the handmade nature of the product
— A non-writing pen complaint is raised after delivery, as every pen is tested before dispatch
When a Refund May Be Considered
We understand that sometimes things don’t go as expected. A refund request may be considered in the following situations:
— You received a completely wrong item that does not match your order at all
— Your order was never dispatched and production had not yet begun at the time of cancellation
In such cases, please contact us on WhatsApp within 2 days of receiving your order, and we will review your concern with care.
Advance Payment
Please note that the 50% advance payment is non-refundable once production has begun. If you cancel your order within 12 hours after advance, we will be happy to refund your advance payment in full.
How We Process Refunds
If your refund request is approved, we will process it within 5–7 working days. The refund will be returned through the same payment method.
Damaged or Defective Items
If your pen arrives damaged or defective, please contact us on WhatsApp within 24 hours of receiving your order. To help us assess the issue, kindly provide clear photos of the product along with a continuous parcel opening video showing the package being opened from its sealed condition.
The parcel opening video is mandatory for all damage or defect claims, as it helps us verify the condition of the package upon delivery. Claims submitted without a parcel opening video may not be eligible for replacement or compensation.
Once we have reviewed the evidence, we will determine the appropriate resolution, which may include a replacement or other suitable remedy, depending on the circumstances.
Our Promise to You
We are a small, passionate team and every pen we make carries our heart and effort. If something genuinely goes wrong on our end, we will always do our best to make it right for you. Your satisfaction and trust mean everything to us.
Have questions about our refund policy?
Reach out to us on WhatsApp or through our website. We’re always happy to help.
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