LUMEN 18 Fountain Pen

Shipping & Delivery 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 order processing, arranging shipment with courier partners, and handling customer service related to shipping and delivery.

1. Scope

This policy explains how Submarine Pens handles order processing, shipping, delivery, tracking, failed deliveries, returns to sender, lost or damaged shipments, and the responsibilities of customers and operations for shipments within India.

2. Processing time (before dispatch)

• After you place an order, we generally take 1–3 business days to process it.
• Custom, personalised, or bulk orders may require longer — estimated processing time will be shown on the product page or at checkout.
• “Business days” are Monday–Friday and do not include Sundays or national holidays.

3. Dispatch & delivery estimates

• Once dispatched, standard delivery times are 4–7 working days in most locations. Metropolitan areas are usually faster; remote locations may take longer.
• Delivery date shown at checkout is an estimate, not a guaranteed promise. Orders may arrive earlier or later than the estimated date.

4. Shipping areas

• Currently we ship within India only. If we add international shipping, details will be listed on the site and at checkout.

5. Courier partners and third-party delivery

• We use trusted third-party courier partners to deliver packages.
• What Submarine Pens does: we package your order, choose an appropriate courier, and hand the shipment to that courier.
• What courier partners do: pick up, transport, attempt delivery, update tracking, and provide Proof of Delivery (POD). Couriers are independent third parties and operate under their own policies.
• Tracking and POD: we rely on courier tracking updates and the POD recorded by the courier (signature, name, date/time) as primary evidence of delivery. If the courier’s POD shows delivery to the address (or to someone at the address) and includes a signature/name, that will be treated as proof of delivery for claims and disputes.
• If a courier’s records conflict with a customer’s claim, we will open an investigation with the courier (see Section 13).

6. Delivery attempts and customer responsibility

• Please provide a full, accurate delivery address and a phone number where someone can be reached during normal delivery hours.
• If the courier cannot deliver because no one is available, they will usually make multiple attempts or leave a delivery notice, depending on their policy.
• If the package is returned to us due to:
• wrong or incomplete address provided by the customer, or
• refusal to accept the package by the recipient, or
• repeated unavailability of the recipient,
  then reshipment costs will be charged to the customer (see Section 14).
• If you expect a delivery but will be unavailable, consider providing an alternate delivery address (workplace, neighbor) or authorising someone to receive the parcel on your behalf. If someone else at the delivery address signs for the package, the POD will show this as delivered.

7. Address changes after order placement

• If you need to change the delivery address after placing an order, contact support immediately.
• If the order has not been dispatched: we will update the address.
• If the order has already been dispatched: changing the delivery address may not be possible. If the courier returns the item to us because of the address change request, reshipment charges will apply as per Section 14.

8. Delivery on Sundays & holidays

• Deliveries may not be possible on Sundays and national holidays. If you select a delivery date that falls on such days, the courier may deliver on the next business day.

9. Force majeure and delays

• Delivery times may be affected by events outside our control: severe weather, strikes, natural disasters, public disturbances, government restrictions, pandemics, or other force majeure events.
• If such an event delays delivery, we will notify you as soon as practicable and work to get your order to you at the earliest opportunity.

10. Proof of Delivery (POD)

• When the courier provides a POD (signature, name, time and date), that record is primary evidence that the package was delivered.
• If the POD shows the recipient’s name and/or signature, we will treat the order as delivered.
• If you claim non-receipt despite a POD showing delivery, we will open an investigation with the courier and may request additional information from you (for example, whether someone else at your address could have received the package).

11. Damaged, missing or tampered packages

• Inspect the package at the time of delivery. If the outer package is damaged or appears tampered with:
• Refuse delivery where practicable and note the reason with the delivery agent; or
• If you accept delivery, take clear photos of the outer packaging and the product immediately and notify us at online@submarinepens.co.in within 24 hours of delivery.
• For damaged items we will coordinate with the courier and either repair, replace, or refund the item depending on the situation and investigation outcome.

12. Report timelines

• Damaged on arrival: report within 24 hours of delivery and include photos of outer packaging and the product.
• Missing items (short-shipment) or non-delivery: report within 7 days of the expected delivery date.
• Claims reported after these timelines may still be considered but cannot be guaranteed.

13. Investigation & resolution process

• After you report an issue we will:

1. Ask for order details, photos (if applicable), and any other relevant information.
2. File an investigation with the courier. Courier investigations typically take 7–21 days depending on the claim.
3. Based on investigation results, arrange repair, replacement or refund, or provide proof of delivery if the courier confirms delivery.

• Refunds or replacements will be processed once liability is determined. Refunds to the original payment method typically appear within 7–14 business days after approval (timing may vary by bank/payment provider).

14. Returned to sender — reshipment charges

• If a shipment is returned to us because of incorrect address details provided by the customer, refusal to accept the package, or repeated unavailability, reshipment will require payment of additional shipping charges by the customer.
• If the return to sender is caused by our error (wrong address entered by us) or confirmed courier error, we will re-ship at our cost.

15. Cash on Delivery (COD) orders

• COD orders follow the same shipping and delivery timelines as prepaid orders.
• COD confirmation: Before we process a COD order, we will confirm the order with the customer by phone or email. This confirmation is required to validate the COD request.
• Processing time for COD: The order’s processing time begins after the customer confirmation is received. If you do not confirm when contacted, processing will be delayed or the order may be cancelled per our cancellation policy.
• If a COD delivery attempt fails because the recipient is unavailable or refuses the package, reshipment will be treated as a returned-to-sender case and reship fees will apply as per Section 14.

16. Lost shipments (courier liability)

• If the courier confirms a shipment is lost after investigation, we will either replace the item or refund the purchase amount according to the investigation result. Replacement or refund timelines depend on the courier’s investigation and our internal checks.

17. Limitations of liability and consumer rights

• We rely on third-party couriers for physical delivery. Where a courier’s POD shows delivery, we will treat that as conclusive evidence of delivery for dispute purposes.
• Nothing in this policy aims to exclude or limit your statutory rights under applicable consumer protection laws in India. If local law provides rights that cannot be waived, those rights will apply.

18. Evidence & record retention (internal safeguard)

• For dispute resolution and legal escalations, our operations team will retain: courier tracking records and PODs; email and phone communications with the customer; photos and inspection reports; return tracking and refund records.
• We recommend customers retain order confirmations, courier tracking, and delivery emails for at least 2 years or as required by applicable law.

19. How to contact us about shipping problems

• Email: online@submarinepens.co.in
• Phone: +91 99671 58178
• Please include your order number, delivery address, contact number, and a brief description of the issue.

20. Changes to this policy

• We may update this Shipping & Delivery Policy from time to time. The latest version will be available on our website. Material changes that affect outstanding orders will be communicated to affected customers.

Return, Replacement & Refund Policy

Company definition

Submarine Pens Limited. (referred to below as “Submarine Pens”, “we”, “us”, or “our”) is the company that sells products on this website and is responsible for handling returns, replacements, refunds, warranty claims, and related customer service.

1. Scope

This policy explains how Submarine Pens manages returns, replacements, refunds, warranty claims, timelines, and responsibilities for orders placed on our website within India.

2. Working Hours

All timelines, acknowledgements, and resolution periods mentioned in this policy refer to our working hours, which are Monday to Friday (excluding Saturdays, Sundays, and national/public holidays).

Any timeline expressed in “business days” or “working hours” will be calculated based on this schedule.

3. When You Can Request a Return or Replacement

You may request a return or replacement under the following conditions:

• Damaged on arrival / wrong item / defective item / not as described: Within 7 days of delivery.
• Missing items (short shipment): Within 24 hours of shipment delivery date.
• Warranty claim: Within the product’s 30-day warranty period (see Section 11).
• Delayed delivery beyond promised date: You may request cancellation and refund if you no longer wish to accept the product (excluding force majeure delays).

4. Time Limits — Why These Matter

• Report damaged or incorrect items: within 7 days of delivery.
• Send photos/videos for damaged/tampered packaging: within 48 working hours of delivery where feasible.
• Reports made after these timelines will be reviewed on a case-by-case basis. Prompt reporting helps us investigate with courier partners efficiently.

5. How to Request a Return, Replacement, or Refund

1. Email online@submarinepens.co.in with:

• Order number
• Product name or SKU
• Description of issue
• Photos/videos of the product and packaging
• Your delivery address and contact number

1. Our support team will acknowledge your email within 48 working hours and provide a complaint or reference ID.
2. If a pickup is required, we will schedule it via courier or provide instructions for drop-off.
3. Keep the original packaging and accessories intact until your case is resolved.

6. Evidence Required

To help us resolve your claim quickly, please provide:

• Clear photos of the product and packaging.
• Video evidence (if a defect or malfunction needs to be shown).
• A copy of the order invoice or shipping label.
• If someone else received the package on your behalf, details of the recipient.

A courier’s Proof of Delivery (POD) — signature, name, time, and date — is considered valid evidence of delivery.

7. Evaluation & Resolution Process

Once your report is received:

1. Our team will review the information and, if necessary, file an investigation with the courier (may take 7–21 working days).
2. Based on findings, we will:

• Approve a replacement, or
• Approve a repair, or
• Approve a refund, or
• Provide proof of valid delivery if confirmed by courier records.

1. Refunds or replacements will be issued after verification and confirmation of liability.

8. Refund Timelines & Method

• Refunds will be initiated within 48 working hours after claim approval.
• The amount will reflect in your account within 2–14 business days, depending on your bank or payment provider.
• Refunds are made to the original payment method, unless otherwise agreed in writing.

9. When We May Deny or Limit a Return

We may decline or reduce a refund if:

• The product was used, damaged after delivery, or shows signs of misuse or tampering.
• The return is made outside the stated timeframe and cannot be verified.
• The item is non-returnable (see Section 10).
• Essential parts, accessories, or packaging are missing.

10. Non-Returnable Items

Items generally not eligible for return or refund (unless defective or mis-described):

• Personalised or engraved pens and custom orders.
• Consumables (ink cartridges, refills) once opened.
• Gift cards, e-gift vouchers, or downloadable content.
• Products marked as “Final Sale” or “Non-returnable” on the product page.

11. Warranty

• All Submarine Pens products carry a 30-day warranty covering manufacturing defects only.
• Warranty excludes damage due to mishandling, misuse, normal wear and tear, or unauthorised repairs.
• Warranty claims follow the same process as returns (Section 5).
• Replacement under warranty will be of the same model or a model of equal specification.

12. Shipping Costs for Returns & Replacements

• If the issue arises from our side (wrong item, manufacturing defect, courier damage), we will bear both return and reshipment costs.
• If the return is due to customer error (wrong address, unavailability, change of mind), return and reshipment charges will be borne by the customer.
• For COD returns, the same terms apply as mentioned in our Shipping & Delivery Policy.

13. Lost Shipments

• If a shipment is confirmed lost by the courier after investigation, we will replace or refund the product based on the investigation outcome.
• Courier investigations typically take 7–21 working days.

14. Grievance Escalation

If your concern is unresolved:

1. Email your complaint ID and concern to online@submarinepens.co.in for internal escalation.
2. We will acknowledge escalation requests within 48 working hours and aim to resolve them within 30 business days, as required by Indian consumer regulations.

15. Record Retention & Internal Safeguards

For dispute resolution, Submarine Pens retains:

• Courier tracking records and Proof of Delivery (POD)
• Email and phone correspondence with customers
• Photos and inspection reports
• Return and refund transaction logs

We recommend customers retain their order confirmations, courier receipts, and refund communications for at maximum 1 Month.

16. Contact Us

• Email: online@submarinepens.co.in
• Phone: +91 99671 58178
• Please include your order number, delivery address, and a brief issue description when contacting us.

17. Changes to This Policy

We may update this Return, Replacement & Refund Policy periodically. The most current version will always be available on our website. If significant changes affect pending orders, we will notify affected customers.

Manufactured, Imported and Marketed by:
Submarine Pens Limited,
118-D,Government Industrial Estate,
Charkop, Kandivali west, Mumbai 400067,
Contact - 9570070809,
Email - Online@submarinepens.co.in,
Website - www.submarinepens.com

Country of Origin: India