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Terms and Conditions: www.pensonline.co.nz

Paying for your order, and our no-returns policy

Prior to producing your order we require both:

  • Payment by bank transfer. Your order confirmation email contains payment instructions.
  • Your approval of design - see below.
Since all of our pens are branded we cannot accept order cancellations or returns.

Approving your design

To ensure you are going to be happy with your order we send you a PDF artwork proof with your branding shown exactly as it will appear on your chosen pen or other promotional product.

Artwork proof

If you wish to see this artwork proof prior to confirming your order please just pay $40 towards your order by following the payment instructions on your quotation. We need your approval confirmation of this artwork proof AND full payment of the quotation prior to producing your order.

Product Suitability

Please ask to see an actual sample of the product you wish to order to ascertain its suitability for your requirements. We do not accept returns of products deemed not to be suitable for the desired purpose for any reason after they are decorated.

Confirmation Alterations

If confirmations are returned to us with alterations an amended PDF file will have to be issued. A charge of NZ$10+GST will be made for the additional work.


It is your responsibility to ensure you have approval from the owner of the artwork to use it.

Delivery Times

Delivery times vary with each pen. Details for each are shown on the product details page.

Damaged, Lost or Late Deliveries

We accept no liability for any loss sustained through late delivery from any cause whatsoever including negligence. We do not accept any liability whatsoever in respect of goods damaged, lost or delayed while in transit by carrier. Your goods are carried under the terms and conditions of the carrier and any claims for delay, damage or loss in transit must be made against the carrier. Please notify us of any claims for lost, late or damaged goods. We will take reasonable steps to assist you to resolve the issue with the carrier. If you wish to contact the carrier directly please advise us and we will furnish you with appropriate contact details.

Privacy Guarantee

We occasionally send emails to our customers to notify them of special promotions or new products in which we think they might be interested. If, for any reason, you wish us to stop sending these notifications, simply email us and we will promptly remove your name from the list. We never share our customer data with any outside organisations.


We endeavour at all times to deliver the quantity ordered. However, we reserve the right to ship and charge 10% under or over the requested quantity. Refunds or additional charges are issued accordingly.

Faulty Product

Claims for faulty goods must be made in writing on our claim form within 10 days of the invoice date. Faulty goods will be replaced free of charge. Credits or refunds in respect of faulty goods will only be issued at our discretion. Many of our products are low cost advertising items and may in some cases have minor imperfections that do not impair the function of the product. Such imperfections must be accepted when purchasing low cost items and shall not be considered faulty product.

International Shipping

Please contact us directly regarding all export orders.

Order Cancellation

Acceptance of order cancellations is totally at our discretion. An order may not be cancelled except upon terms that will compensate us for all costs incurred (including any product specifically purchased for the order) and will otherwise protect against loss including loss of profit. A minimum 15% handling fee is deducted from all refunds for cancelled orders.


Payment is due in full (without set-off, deduction or counter claim) on the 20th day of the month following the date of invoice. In the event that we do not receive payment in full on the due date all costs of the collection process will be payable by the Customer. We reserve the right to charge interest at 5% per annum above Westpac’s base rate for commercial lending on overdue accounts from the due date until the date of payment. In the event of Court proceedings being issued for non-payment, all costs, including our legal fees, will be payable by the Customer. We reserve the right to issue legal proceedings in any Court.

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