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At TNG Pen, we take pride in the quality and reliability of our ball pens and custom writing instruments. Every order is carefully inspected before shipment. However, if you encounter any issues, we’re here to help.
1. Return Policy for Custom Orders
Because most of our orders are OEM / custom-made, we do not accept returns for reasons unrelated to product quality (such as change of mind, wrong color choice, or design approval errors).
If the product has defects or does not match the approved specifications, please contact us within 7 days of receiving the goods.
2. Eligible Return or Replacement Conditions
We will offer replacement or partial/full refund in the following cases:
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The pens received are damaged in transit
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The pens have significant manufacturing defects
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The products do not match the approved sample or confirmed design
To process a claim, you must:
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Notify us within 7 days of delivery
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Provide clear photos/videos of the issue
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Share your order number and shipping details
3. Refund Process
Once we confirm the issue, we will:
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Offer a free replacement for faulty items, or
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Issue a partial/full refund based on the severity and quantity of the problem
Refunds are typically processed via your original payment method or through mutual agreement.
4. Non-Returnable Conditions
We do not accept returns or refunds under the following situations:
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Minor color or printing differences due to screen display or manual printing
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Custom products that match the approved proof/sample
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Damage caused by misuse or improper storage after delivery
5. Shipping Costs
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For defective or incorrect products caused by us, we will cover all replacement shipping costs.
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For other cases, return shipping costs are the customer’s responsibility (if agreed upon).
6. Contact Us
To initiate a return or report an issue, please contact our support team: