Exchange Policy


Exchange Policy


Company Definition

Submarine Pens Limited.  (referred to in this document as “Submarine Pens”, “we”, “us”, or “our”) is the company that sells products on this website and is responsible for processing exchange requests, product inspections, and shipping replacements.

1. Scope

This policy explains how Submarine Pens handles requests for product exchanges within India — including eligibility, timelines, evidence requirements, inspection process, shipping costs, and exceptions.

2. Working Hours (How Timelines Are Measured)

All timelines, acknowledgements, and working-day references in this policy use our official working hours:
Monday to Friday, excluding Saturdays, Sundays, and national/public holidays.
Where we mention “working days” or timeframes in hours/days, these are counted within this schedule.

3. Items Not Eligible for Exchange

The following items are not eligible for exchange unless defective or mis-shipped:

  • Personalised or custom-made products  (engraved pens, customised packaging).
  • Opened or used consumables  (refills, cartridges, sealed items).
  • Products marked as “Final Sale” or “Non-Exchangeable” on the product page.

Products damaged after delivery due to misuse, neglect, accidental damage, or unauthorised repairs.

4. When an Exchange Is Allowed (High-Level)

You may request an exchange if:

  • The product you received is defective or has a manufacturing fault; or
  • The product is materially different from what was ordered (wrong model, colour, SKU, or item); or
  • You wish to exchange the product for a different model or SKU (subject to availability and price difference as explained in Section 7).
🕒 Exchange Request Timeline:

All exchange requests must be raised within 7 calendar days of product delivery.
Requests made after this period may still be reviewed at our discretion but are not guaranteed for approval.

All assessments, investigations, and communication timelines are based on our defined working hours (Monday–Friday, excluding weekends and holidays).

5. How to Request an Exchange (Step-by-Step)
  1. Email online@submarinepens.co.in within 7 days of delivery and include:
    • Order number
    • Product name/SKU
    • Reason for exchange
    • Photos showing the product and packaging condition
    • Your contact number
  2. We will acknowledge your request within 48 working hours and provide a reference ID along with detailed return/shipping instructions.
  3. Pack the item securely in its original packaging (where available), with all accessories, manuals, and proofs of purchase.
    • Use separate packets for items from different orders.
  4. Send the package to the following address using a reliable courier, or follow our provided pickup instructions:

Submarine Pens Limited. — Returns & Exchange Department
B-56, Government Industrial Estate,
Charkop, Kandivali (West),
Mumbai – 400067
Email: online@submarinepens.co.in

  1. Once shipped, please share the courier tracking details with us for record and monitoring.
6. Packaging & In-Transit Care
  • Pack the product properly and seal the packet completely before handing it to the courier to avoid in-transit damage.
  • If the returned item is damaged in transit due to inadequate packing, we may decline the exchange or apply refurbishment charges.
7. Charges for Exchanges (Price Differences & Shipping)
  • If you exchange for a product of higher value, you must pay the price difference and any applicable shipping cost before dispatch.
  • If the exchange is due to our error (wrong or defective item shipped), Submarine Pens will bear all return and reshipment costs.
  • If the exchange is due to customer reasons (change of mind, wrong selection, or wrong address), the customer is responsible for both return and reshipment shipping charges.
  • For Cash on Delivery (COD) orders, any additional payments or adjustments will be managed as per our Shipping & Delivery and Refund policies.
8. Inspection, Approval & Timelines
  • Once the returned item reaches us, our service team will inspect it within 7 working days.
  • If approved, we will dispatch the replacement within 7 working days after approval (subject to stock availability).
  • You will receive an email with tracking details when the exchange shipment is dispatched.
  • If the exchange request is declined, we will notify you of the reason and provide options to return the original product at your cost.
9. When an Exchange May Be Rejected

We reserve the right to reject an exchange if:

  • The returned product shows signs of misuse, damage, or tampering.
  • The product is used or missing essential components (cap, cartridge, manual, etc.).
  • The original packaging or proof of purchase is not provided.
  • The product falls under non-exchangeable categories listed in Section 4.

Our decision will be based on the inspection findings, courier evidence, and applicable company policy.

10. Partial or Conditional Exchanges

In some cases (e.g., minor defect, missing accessory), we may provide:

  • Partial exchange, repair, or accessory replacement instead of a full exchange. We will inform you and proceed only after your confirmation.
11. Refunds During the Exchange Process

If replacement is not possible due to stock unavailability or product discontinuation, we may issue a refund instead.
Refunds will follow the process and timelines defined in our Return, Replacement & Refund Policy, credited to the original payment method unless otherwise agreed.

12. Warranty & Exchanges

All Submarine Pens products carry a 30-day warranty covering manufacturing defects.
Warranty-related claims follow the same process as this exchange policy. Damage from misuse, neglect, or unauthorised repairs is not covered under warranty or exchange.

13. Lost Returns & Courier Liability

If a return shipment is lost in transit, Submarine Pens will open an investigation with the courier.
If the courier confirms loss after investigation, we will work with you to either replace the product or issue a refund, depending on the case.
Courier investigations can take up to 21 working days depending on courier timelines.

14. Record Retention & Dispute Support

We retain all exchange-related records, including inspection reports, courier Proof of Delivery (POD), and customer communication, for maximum of 1 month.
Customers are advised to keep order and courier receipts for their own records.

15. Escalation & Contact Details

If you wish to escalate an unresolved exchange case:

Include your order number and exchange reference ID.
We will acknowledge escalations within 48 working hours and aim to resolve them within 30 working days, subject to courier or third-party involvement.

16. Changes to This Policy

Submarine Pens may update this Exchange Policy periodically. The latest version will always be available on our official website.
If changes affect pending exchange requests, we will notify impacted customers directly.