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
- 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
- Our support team will acknowledge your email within 48 working hours and provide a complaint or reference ID.
- If a pickup is required, we will schedule it via courier or provide instructions for drop-off.
- 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:
- Our team will review the information and, if necessary, file an investigation with the courier (may take 7–21 working days).
- 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.
- 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:
- Email your complaint ID and concern to online@submarinepens.co.in for internal escalation.
- 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
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.
