14-day return window

You have 14 days from receiving your order to request a return, no questions asked. This applies to both pens and ink refills.

Even though each pen is 3D printed with your custom color choices, we're happy to accept returns. We want you to be genuinely satisfied with your purchase.

How to start a return

It's simple:

1. Email us at hello@doitwithbrio.com with your order number
2. We'll confirm your return and send you shipping instructions
3. Ship the item back to us
4. Once we receive it, we'll process your refund

Conditions

• Items must be in their original, unused condition
• Ink refills must be unopened. We can't accept opened refills for hygiene reasons
• Please include any original packaging if possible

Shipping costs

• Return shipping: Paid by you (the customer)
• Original shipping: Not refundable for voluntary returns
• EU consumers: If you are exercising your statutory right of withdrawal on non-custom products (ink refills), we will refund the standard shipping cost of the original delivery
• Exception: If the item is defective or we made a mistake, we'll cover all shipping costs (see below)

Note for EU customers

Our pens are custom-made to your color specification. Under the EU Consumer Rights Directive (Art. 16(c)), custom-made goods are generally exempt from the statutory right of withdrawal. We choose to accept returns on custom pens anyway as a voluntary policy.

Ink refills are standard products. EU consumers have a 14-day statutory right of withdrawal for ink refills, provided they are unopened.

Refunds

Once we receive your returned item, we'll process your refund within 14 days. The refund will be issued to your original payment method via Shopify.

Defective or damaged items (30-day hassle-free response)

If your pen arrives damaged or has a manufacturing defect, we'll make it right:

• Contact us within 30 days for our fastest, hassle-free resolution
• Include a photo of the damage. This helps us improve
• We'll send a replacement or issue a full refund including all shipping costs
• We'll cover the return shipping

No hassle, no fine print. If we sent you something broken, that's on us.

Statutory warranty

Your statutory warranty rights are not affected by this return policy. Under Swiss law (OR Art. 197-210), you have a 2-year warranty period for manufacturing defects from the date of delivery. If you are based in the EU, the legal guarantee of conformity under your national law applies (at least 2 years).

The 30-day hassle-free response above is our way of resolving issues quickly. It does not replace or limit your statutory rights. You can make a warranty claim at any point within the 2-year period by contacting us at hello@doitwithbrio.com.

For more details, see the warranty section in our terms of service.

Questions?

Not sure if your situation is covered? Just reach out and we'll figure it out together.